How to contact Infinidat Support 

Support Portal 

To report issues or ask questions, your first contact point is the self-service Support Portal: https://support.infinidat.com.

You can open Support tickets on this website 24/7. Infinidat Support addresses these tickets in a timely fashion.

• To register with the Infinidat Support Portal, see How to register and change your password on the Support Portal.
• To open a ticket, see How to open a support ticket.

Email

• Customer support: support@infinidat.com
  

  It is recommended to always open a ticket using the self-service Support Portal where you can set the issue's severity and priority. Tickets opened by email are set to normal severity and minor priority.

• Sales, partners, and other inquiries: info@infinidat.com

Call Center

The Infinidat Customer Support call center is available 24x7x365 by phone and email. See the list of call center phone numbers.

Your Infinidat TA, during regular business hours only

Your Technical Advisor (TA) is a professional service person who is provided by Infinidat. Each customer has a dedicated TA for consulting and support activity arrangement. You can escalate issues to your TA during regular business hours.

 If you do not have a TA or you do not know your TA contact info, contact your Infinidat sale representative.

The support we provide

• Regular maintenance visits: Scheduled as best effort - usually within a few days, but might be longer.
• Emergency dispatches: Field engineers (FEs) are expected to be on site within 24 hours.
  Non-emergencies are handled as regular maintenance.
• Visual system monitoring: 24x7.
• 3rd level support: 24x7.
• Commercial storage and dispatch of Infinidat parts to support customer’s field service support window.

Support documents in PDF format 

• How to contact Infinidat Support.pdf
• Infinidat Remote Support User Guide.pdf