ExpressConnect Portal

24/7 access to your data center support
& coverage

Find it here. You have access to what you need anytime from anywhere using our customer portal. You can check your account information, manage service tickets, view real-time updates, schedule your engineer callback, request coverage and equipment changes, live chat with customer support and more.

See how quickly you can manage your data center maintenance needs using the ExpressConnect® Portal.

Easy-to-Use Advantages

Service Tickets

  • Place service tickets from any device
  • Schedule engineer callbacks
  • Track real-time service ticket status
  • Review ticket history by agreement, location or date
  • Place service tickets in your existing ITSM with a custom Integration or by using our ServiceNow Certified App

Account Management

  • Request coverage changes
  • View SLAs by equipment
  • View all equipment on your agreement
  • Find important EOL & EOSL dates for your equipment
  • Track and review warranty coverage

Team Connection

  • Live chat 24/7 with our helpful in-house customer support team
  • Identify your engineer by name and photo for each ticket
  • Upload technical documents and share notes directly with your engineer

Easily manage service ticket activity

You can place, view and sort service tickets and track real-time ticket status in our navigation-friendly portal.

Connect directly with your engineer

It’s easy to collaborate with your engineer for a strong partnership. You can add notes and upload helpful documents to tickets for your engineer to reference.

Service at your convenience

What works best for you? Schedule your engineer callback with our flexible service response option.

Plan ahead for your coverage needs

View and sort all data center equipment on your agreement, track warranty dates for effective support administration, budget forecasting and refresh planning, and request coverage changes.

Access account information from any device

Find the help and information you need from your laptop, mobile or tablet in our secure portal.

ExpressConnect® Portal FAQs

Find answers to common questions about the ExpressConnect Portal. If you want to see the portal in action, please contact us for a demo to see what you can view and do when it comes to your data center maintenance.

Can we have multiple user accounts for the ExpressConnect portal?

Yes! Your account admin can easily add users to ExpressConnect. Each new portal user will receive an email with steps to complete set-up.

You can assign access permissions based on location or agreement and reactivate/deactivate an account within the portal.

What happens after I place a service ticket?

Your engineer calls you within 30 minutes. The engineer call is standard for each new service ticket placed via the portal, ExpressConnect Monitoring, an integration, or a call to our customer support team.

Beyond meeting SLA terms, our support is structured to ensure the best experience for the IT professionals we serve.

With ServiceEdge™, you can count on express resolution with our 24/7×365 in-house customer support team, quick engineer callback, local parts inventory and more. We set the standard for what your service can and should be.

The quality parts to support your data center equipment are locally stocked to eliminate delays. PartsEdge™ is our “Right Parts at the Right Time” process that includes equipment insights, predictive sparing and testing.

Can I keep track of my warranty coverage in the portal?

You’re able to store and view warranty dates for your data center equipment in our easy-to-use ExpressConnect® portal. As a warranty date approaches, you can:

  • Switch equipment to Service Express coverage as OEM support expires
  • Renew OEM support and we’ll update your new warranty date for accuracy
  • Decommission equipment and we’ll delete it from your warranty tracking

It’s busy out there and we don’t want you to overlook an expiration date!

Insights from our customers

Service Express

Data Center and Network Third-Party Hardware Maintenance

4.8

Gartner Peer Insights | Service Express
Have an experience to share? Leave us a review on Gartner Peer Insights.

Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates. The Gartner Peer Insights Customer First badge is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. The Gartner Peer Insights Customer First program constitutes an organization’s commitment to solicit reviews from its customers using programmatic sourcing strategies and best practices. They neither represent the views of, nor constitute an endorsement by, Gartner or its affiliates.

Let’s talk about upgrading your maintenance

With ExpressConnect, your day just got easier.

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