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Progressive Customer Support When it Matters
Better, faster answers, proactive notification from Wyse, direct access to the senior level customer support agents, available 24x7
Pick the Support Plan to Meet Your Needs
Wyse now offers five types of support, from the Standard support included with all Wyse thin computers and software solutions to 24/7 telephone support. You have the choice to pick the level that best meets your business needs and budget.
- Standard Support for up to 3 incidents
- Bronze Premium Support for up to 5 incidents
- Silver Premium Supportfor up to 20 incidents
- Gold Premium Supportfor up to 50 incidents
- Platinum Premium Support for up to 75 incidents, plus 24/7 telephone support for Severity 1 incidents
 Wyse Support Plans 
Regardless of the level you choose you will have access to the Wyse Self-Service Center, including all Wyse Quick Start Guides, Reference Manuals, Knowledge Base entries and other documentation.
Take Control in the Wyse Self-Service Center
The online Wyse Self-Service Center provides you the ability to create and manage your own support tickets online, 24 hours a day, seven days a week. With the Wyse Self-Service Center, you can open a support ticket and manage it without ever having to pick up the phone (zero hold time). You will receive automatic notifications based on what is happening with your case, such as status changes. Your support ticket will be routed to the appropriate Support team based on your region. In addition, you can search the Wyse Customer Support Knowledge Base. Wyse is continually creating new KB articles and updating existing ones. You also have access to Quick Start Guides, Reference manuals, and FAQ documentation.
Get Help By Phone
While you can create Support Cases on the Wyse Self-Service Center 24/7 (with zero phone hold time) you can still reach the Support Center by phone, from 9AM to 5PM, Monday through Friday. For Platinum Premier customers you have 24/7 phone access for Severity 1 incidents.
Name Your Internal Support Contacts
Premium Support customers have a variety of named support contacts (it varies by plan, see details to the left). By specifying who can contact Wyse Customer Support, you can control who submits incident reports and for what, thereby protecting your support investment.
Get Your Own Wyse Support Person
For Wyse Platinum Premier customers, Wyse will assign a designated Support Engineer to your account. This provides you with a Support Engineer who understands your computing environment. Your Support Engineer will have a deep understanding of the Wyse products that you have deployed as well as how those products are used in your business.
Support Response Times (Service Level Agreements)
Wyse Premium Support customers are entitled to Targeted Response times that ensure that your incidents will be responded to in a timely manner. The responses times are specific to each Premium Support Plan (see details at left).
Realize Additional Support with the Platinum Premium Support Plan
As part of the Platinum Premium Support Plan you are also entitled to pro-active telephone consultation with your Designated Support Engineer. This service (four hours per quarter) provides the benefit of receiving advice in advance of making changes to your Wyse IT environment.
If you need further assistance, please email us at sales@wyse.com.
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Platinum Premium Support
- Telephone support from 9 AM to 5 PM (local US time zone)
- 24/7 Telephone support for Severity 1 incidents
- 24/7 Access to Wyse Self-Service Center
- 75 Support Incidents
- 6 Customer Authorized Users
- Response Time Targets (business hours)
- Severity 1: 1 hrs
- Severity 2: 4 hrs
- Severity 3: 8 hrs
- Severity 4: 12 hrs
Part Number: 906023-03
Gold Premium Support
- Telephone support from 9 AM to 5 PM (local US time zone)
- 24/7 Access to Wyse Self-Service Center
- 50 Support Incidents
- 3 Customer Authorized Users
- Response Time Targets (business hours)
- Severity 1: 2 hrs
- Severity 2: 6 hrs
- Severity 3: 12 hrs
- Severity 4: 24 hrs
Part Number: 906023-02
Silver Premium Support
- Telephone support from 9 AM to 5 PM (local US time zone)
- 24/7 Access to Wyse Self-Service Center
- 20 Support Incidents
- 1 Customer Authorized User
- Response Time Targets (business hours)
- Severity 1: 4 hrs
- Severity 2: 8 hrs
- Severity 3: 24 hrs
- Severity 4: 36 hrs
Part Number: 906023-01
Bronze Premium Support
- Telephone support from 9 AM to 5 PM (local US time zone)
- 24/7 Access to Wyse Self-Service Center
- 5 Support Incidents
- 1 Customer Authorized User
- Response Time Targets (business hours)
- Severity 1: 4 hrs
- Severity 2: 8 hrs
- Severity 3: 24 hrs
- Severity 4: 36 hrs
Part Number: 906023-06
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