Expert Technical Support is only One Click Away

As a valued Symply user, you can count on expert support whenever you need it. Whether its on-line 24/7/365, by phone or text, Symply professionals are here to help. Because all we do is media workflow, you can be assured to get the right information quickly, and we’ll get you back into production ASAP. We take our job as seriously as you do – deadlines matter.

The Symply Difference is a 21st century support approach: 24/7 support from our online support center. Whether you need installation information, configuration assistance or advice, or just have a general question, we are here to help.

The Symply Satisfaction Policy

Symply stands behind every product we sell 100%. We value your business and want you to be complete happy with your Symply solution. If you ever have an issue please do not hesitate to contact Symply support, sales, or operations directly.

If for any reason you are not completely satisfied feel free to contact me directly:

Alex Grossman
President and CEO
Direct Cell: 424 201-9045

FAQ's (Frequently Asked Questions)

Have an issue?

Contact us now:

1 866 38 SYMPLY x2

support@gosymply.com

Use chat/message link below

Notice for Pegasus3 Symply Edition Users and SymplyGO Software

Customers who purchased a Pegasus3 SymplyEdition and are looking for SymplyGO software - please contact Promise through this link: https://www.promise.com/Promotion/SymplyGo-utility

Frequently Asked Questions

Product

What is SymplyULTRA?

SymplyULTRA is a compact 2U media production workspace that lets users share storage at very high speeds for maximum collaboration efficiency. Everything you need is there – Fast RAID storage, StorNext 5 based metadata controllers, and simple and easy management tools.

What is the difference between SymplyULTRA and SymplyIO?

SymplyIO is the RAID-only companion to SymplyULTRA.

Why do you offer Fibre Channel and IP connectivity?

There has been much debate recently about what is the ideal interface connectivity for media workflows. The conclusion most people reach is that there is no simple answer. It depends on the type of work you do, the resolution you work in, the tools you use, and the number of people collaborating among a few other variable.

Symply wants to offer users the greatest flexibility and choice for today and future workflows.

What is the Advantage of StorNext®?

StorNext is the industry leading sharing software for media production. When combined with its 100% compatible counterpart Apple Xsan it represents the greatest marketshare by a large margin, and due to its performance and reliable continues to dominate media production collaboration – in other words when set up properly it offer the best performance and reliability to help you meet any production need.

If I only want IP (Ethernet) Connectivity do I need StorNext®?

Symply offers three models of SymplyULTRA to meet any collaboration need. The least expensive and simplest to deploy is IP only called the SymplyULTRA IP. This system while fully upgradable to Fibre Channel and StorNext at anytime, offers 10GbE and 1GbE connectivity is the most affordable SymplyULTRA system. StorNext is not required

What is a SymplyULTRA Expansion?

The SymplyULTRA Expansion is a SAS Expansion system for SymplyULTRA and SymplyIO that provides additional capacity and performance to either of those systems. It can be added at anytime with minimal reconfiguration and offers many features unique capabilities such as remote power control and management.

The SymplyULTRA Expansion can handle up to 24 hard drives or SSDs, but can also be purchased half populated with 12 hard drives or SSDs for lower cost and capacity needs.

What systems does SymplyULTRA Expansion work with?

Currently SymplyULTRA Expansion has only been certified for use with SymplyULTRA and SymplyIO.

Can I use a SymplyULTRA Expansion with non SymplyIO RAID?

Not currently.

Where do I get SymplyRTM software?

It is available with registration at: gosysmply.com/support.html

What computers (OS) does SymplyRTM work on?

Currently it has been certified for Mac OSX 10.1 and above, MacOS (all), Windows 7, 8, 10. An iOS version are scheduled for release in 2017.

Support

How do I get support?

Visit gosysmply.com/support.html to find all of the ways to reach support by phone, text and email.

What are your support hours in the US?

Online support is available 24/7/365. Live support is available from 7am-7pm PST after hours call backs, text and emails are usually available in 30 minutes.

What are your support hours in Canada?

Online support is available 24/7/365. Live support is available from 7am-7pm PST after hours call backs, text and emails are usually available in 30 minutes.

What are your support Hours in LATAM?

Online support is available 24/7/365. Live support is available from 7am-7pm PST after hours call backs, text and emails are usually available in 30 minutes.

What are your support Hours in EMEA?

Online support is available 24/7/365. Live support is available from 7am-7pm PST after hours call backs, text and emails are usually available in 30 minutes

Buying and General Questions

Where can I buy Symply Products?

Symply products are available are better Resellers and VARS worldwide. Please contact us at 1 866-38 SYMPLY or at sals@gosysmply.com for a reseller near you.

Do you offer trade in credit?

It depends… Symply periodically runs special promotions that include liberal trade in allowances. Please contact sales@gosymply.com for more information

Where can I buy Spare Parts?

Symply sales and support packages are available are better Resellers and VARS worldwide. Please contact us at 1 866-38 SYMPLY or at sales@gosysmply.com for a reseller near you.

Do you offer professional services? Installation? Moving services?

Symply has a network of trained VARs and consultants that offer these services worldwide. Please contact us at 1 866-38 SYMPLY or at sales@gosysmply.com for more information and pricing.

What is a “Quarterly Health Report”?

SymplyRTM software can record daily performance of the workspace including clients/ports, volumes and overall performance. In a Quarterly Health Report, a Symply trained and authorized technician will review this information gathered over the quarter and produce a report which can be used to determine if the workflow is optimum or requires tuning, reconfiguration or repair.

If I want pre-sales configuration or need help with product selection what do I do?

Please contact us at 1 866-38 SYMPLY or at info@gosysmply.com for more expert advice and recommendations.

Important Warranty and Support Information

Symply high-performance Fibre Channel and Shared Storage solutions are designed to deliver superior performance and trouble-free service, yet even the finest quality products can experience issues from time to time. But not to worry - we are here to support you.

SUPPORT

In our efforts to provide the finest after sale support, we offer several convenient ways to contact us for support:

ONLINE: Symply offers 24/7 online assistance, support chat, and a growing library information including getting started guides, helpful videos, FAQs, downloads, and more.

BY PHONE: Symply offers phone support 7am-7pm PST and after hours response within 1 hour.

PRODUCT WARRANTY

Symply offers the purchasing customer a Three or Five Year Limited Warranty from the date the system was first received, depending on the model number of the system purchased. Our warranty provides that:

  • The product will conform to Symply specifications
  • The product will be free from defects in material and workmanship under normal use and service
  • This warranty applies only to products which are new and in cartons on the date of purchase
  • This warranty is not transferable and is valid only when accompanied by a copy of the original purchase invoice
  • Please read the warranty section of the Symply support site for further details

WARRANTY REPLACEMENT PARTS

If you have a hardware failure or need any support - call the support lines right away. After troubleshooting with your Symply trained technician, you may be asked to return the part and have a replacement part sent to you by three day ground shipping (the 'RMA' process).

US-Based Customers:

Following your support call, you will be sent a prepaid return waybill by email that you simply print and attach to a shipping box to return the part. Expedited delivery may be available for an additional charge if needed. RMA's issued before noon PST weekdays are normally shipped out the same day, and those issued after noon normally ship out the next morning.

International Customers:

Following your support call, you will be sent shipping documents including a Commercial Invoice, a Declaration Form as needed to ship the part to your nearest Symply support center. The shipping carrier or a technician will then contact you to arrange pickup. If you should have any additional questions about warranty or support please contact us at support@gosymply.com