One of the most important factors to consider when selecting the software and hardware resources on which your business will operate is the support services provided with the products. At NGX Storage, we place great importance on integrated support services to ensure the success of our customers’ business processes and to guarantee optimal return on their investments.
Our support services stand out and raise industry standards with the following four key features:
- Critical-level service requests received from our customers are directly forwarded to product engineers and system architects. In this way, the feedback required for rapid problem resolution is delivered to field engineers at the highest technical level.
- The NGX Storage Support Portal is designed as an integrated platform to meet all support needs. Through a single interface, you can view system error notifications, download newly released patches, create bug reports, or open service requests.
- All products developed by NGX Storage are designed to work in full integration with support systems, and this philosophy is reflected throughout all engineering processes. This approach enables fast issue detection, risk reduction, and preventive maintenance planning, while significantly lowering operational costs.
- NGX Storage fully understands the critical importance of IT infrastructures for its customers. In order to deliver superior service quality, many proactive and predictive applications have been developed and integrated into the systems to foresee potential hardware failures and performance requirements.
NGX Storage Support is a continuously evolving service designed to provide you with the highest level of support in line with your needs. Through the NGX Support Portal at
https://support.ngxstorage.com, you can:
- Submit support requests for your products
- Create bug reports or track existing issues
- View performance and error logs collected from your systems
In addition, by activating the Call-Home service, which is provided as a standard feature in all NGX Storage products, you can monitor your systems. In this way, notifications regarding access issues or failures can be automatically delivered to you via email, SMS, or phone call.
Information Collected via the NGX Storage Call-Home Service
- Error and event history
- Quality of Service (QoS) configurations
- Software versions
- Performance issues
- Capacity status
- Hardware failures
Information NOT Collected via the Call-Home Service
- Any user information
- CHAP secrets
- Passwords
NGX Storage Support Pages
My Products
The My Products page allows you to add the NGX Storage products you own. To add a product, click the “Add” button and enter the ProductID value in the pop-up window.
The first user who adds a product becomes the authorized user for that product. To allow other users to operate on the same product, you can associate registered users with the product by clicking the “Allowed users…” link. Associated users will then be able to view the product on the My Products page and perform actions such as creating Support Requests.
Service Request
You can submit support requests related to your product through the Service Request page. By filling out the form in the request window and clicking the Send button, you can submit your support request.
After submission, you can view the responses provided by the support team by clicking on the relevant request on this page. In addition, all correspondence is also sent to you via email.
Software Release
On this page, you can view information about the software versions released as software and operating systems.
Bug Track
Bug Track is the issue tracking list created for NGX Storage products. Through this interface, you can report the issues you have identified or follow existing issues by clicking the Subscribe button.
Once the reported issues are assigned to software engineers, the user who reported the bug and all subscribers are continuously informed about the updates via email.
