Arctera Enterprise Vault support · UAE and GCC
Enterprise Vault Support in the UAE and GCC
Specialist Enterprise Vault support from a Dubai-based team, onsite across the UAE and remotely across the GCC, with clear ownership across the platform lifecycle.
- Six specialist consultants
- Arctera Gold Partner
- UAE onsite support
- GCC remote support
At a glance
One specialist team
Break-fix, health checks, upgrades, migrations, managed administration, licensing, renewals and training.
Local engineering
Our Dubai-based team works onsite across the UAE and remotely across the GCC.
Clear ownership
Practical help across the platform lifecycle, with agreed response times.
24/7 when it matters
24/7 support is available under eligible support agreements.
- specialist Enterprise Vault consultants
- 6
- of issues resolved in-house within the SLA
- 90%
- coverage available under eligible support agreements
- 24/7
- onsite support, with remote support across the GCC
- UAE
Why Virtech
Why UAE organisations use Virtech for Enterprise Vault
Virtech has a six-consultant Enterprise Vault team. The lead Enterprise Vault consultant has 20 years of Enterprise Vault experience, and the wider team has delivered hundreds of Enterprise Vault assignments across the GCC and other regions.
Virtech resolves 90% of issues in-house within the SLA, without opening a case with vendor support or engineering. Vendor escalation remains appropriate when a serious product defect requires product engineering.
The team has experience with large and complex estates, including an anonymised environment exceeding 50,000 users across multiple locations with high availability and disaster recovery. Virtech holds Arctera Gold Partner status. Consultant names and confidential customer information are not published without permission.
Sound familiar?
When Enterprise Vault becomes an operational risk
Enterprise Vault often holds years of business records that users, compliance teams and legal teams still depend on. Problems can affect archiving, retrieval, discovery, retention and the ability to complete an upgrade or migration safely.
A support engagement can start with an urgent incident or a structured review. We establish the affected scope, collect evidence before changing the environment and agree the safest next action with your team.
Virtech can help when you see any of the following:
- Archiving tasks have stopped or Enterprise Vault queues continue to grow.
- Indexes are failing, searches are incomplete or retrieval is slow.
- Vault Store partitions, index locations or supporting storage are approaching capacity.
- The current Enterprise Vault version no longer fits your Windows, SQL, Exchange or Microsoft 365 plans.
- Your internal team has inherited the platform without sufficient documentation or specialist skills.
- A renewal, upgrade, consolidation or archive migration needs an evidence-based plan.
What we do
Enterprise Vault services from one specialist team
Enterprise Vault health checks
A health check establishes the condition of the platform before a major change or after a period of recurring incidents. The review can cover Enterprise Vault servers and services, tasks, MSMQ, indexing, Vault Stores, storage, SQL, backup and recovery, Exchange or Microsoft 365 integration, search and accelerator components.
The deliverable is a prioritised findings report with evidence, risk, remediation sequence and clear ownership. It separates immediate operational issues from changes that belong in an upgrade, resilience or modernisation plan.
Upgrades and compatibility planning
Virtech plans and delivers Enterprise Vault upgrades with version-specific compatibility checks, prerequisite remediation, backup and rollback preparation, testing and post-upgrade validation. The scope can include Windows, SQL, Exchange, Outlook, storage, indexes, customisations and accelerator components.
We verify the supported path and current product documentation before execution. We do not assume that a technically available upgrade path is suitable for every environment.
Urgent break fix and troubleshooting
We diagnose Enterprise Vault service failures, task and queue problems, indexing and search issues, Vault Store and storage conditions, SQL dependencies, Exchange integration problems and other operational faults. We work from evidence, preserve recovery options and involve vendor engineering when a serious product defect requires it.
Training and operational handover
Virtech delivers instructor-led Enterprise Vault training onsite and online. Training can cover administration, troubleshooting and environment-specific operational procedures. Custom workshops can support a project handover or help an internal team take responsibility for an existing estate. Vendor certifications and examinations remain issued by the relevant principals.
Licensing renewals and lifecycle decisions
Virtech can sell, renew and advise on Enterprise Vault licensing in the UAE. We can also help customers use a renewal point to assess supportability, upgrade requirements, capacity, architecture and longer-term modernisation options. Licensing terms and product requirements are checked against current written documentation before advice is issued.
Custom reporting and engineering
Standard product reports do not answer every operational or management question. Virtech develops bespoke Enterprise Vault report configurations, custom EV buttons and internal reporting tools that may be shared with customers where appropriate. Any shared component is reviewed for confidentiality, security and supportability.
Not sure where to start? Begin with an Enterprise Vault health check.
Managed Enterprise Vault
Managed Enterprise Vault services
Virtech can operate as an extension of your infrastructure team. Managed coverage can include monitoring, administration, incident response, capacity and queue review, index and storage oversight, reporting, maintenance coordination, upgrade planning and continual improvement.
The service starts with a baseline review, agreed responsibilities, access controls, escalation paths and reporting requirements. The support agreement defines the applicable hours, response targets and onsite coverage.
A local alternative for high touch Enterprise Vault support
Virtech provides a high-touch local alternative to the type of Enterprise Vault support historically delivered through Veritas Business Critical Services. Customers can work with a specialist team that understands their environment, supports agreed response targets and can attend sites across the UAE.
This service does not remove the need for vendor engineering in every circumstance. Virtech handles platform diagnosis, administration and remediation directly where possible, then coordinates vendor escalation when the evidence indicates a serious product defect or another matter that requires the product owner.
Support coverage and P1 response targets
Eligible Virtech support agreements can include 24-hour coverage. For P1 incidents covered by the applicable support agreement, Virtech targets an initial response within 30 minutes and onsite attendance within two hours across the UAE. Customer site access and the conditions in the support agreement still apply.
Remote Enterprise Vault support is available across the GCC. Onsite service outside the UAE is scoped separately. Support is delivered in English.
Migrations
Enterprise Vault migrations and consolidation
We support migrations into, out of and within Enterprise Vault. Engagements can include SourceOne to Enterprise Vault, Enterprise Vault to Microsoft 365, storage migration, PST ingestion, version or server moves, site consolidation and archive redesign.
Migration planning covers source discovery, volume, metadata, retention, legal hold, user access, coexistence, chain of custody, pilot criteria, reconciliation, exceptions and handover. Virtech has delivered an anonymised archive migration exceeding 400 TB. Migration tool names and customer details remain confidential.
Into Enterprise Vault
- SourceOne to Enterprise Vault
- PST ingestion
From or within Enterprise Vault
- Enterprise Vault to Microsoft 365
- Version or server moves
- Site consolidation and archive redesign
- Storage migration
“Best service and best local support for Enterprise Vault in the UAE.”
How it works
How an Enterprise Vault support engagement starts
- 1
Describe the requirement
Tell us whether you have an active incident, recurring operational problem, planned upgrade, migration, renewal or capability gap.
- 2
Collect the right evidence
We confirm the affected scope, version, architecture, symptoms, recent changes and available recovery options.
- 3
Agree the action
We define the priority, responsibilities, access, service level, onsite or remote delivery and any change controls.
- 4
Resolve and document
We implement the agreed work, validate the result and record the actions, residual risks and recommended follow-up.
- 5
Maintain continuity
Where required, ongoing support or managed services provide monitoring, administration, reporting and lifecycle planning.
Case studies
Enterprise Vault support in practice
- Enterprise Vault Support
- Healthcare
- UAE
- lower cost than BCS
- ~50%
- lower cost than BCS
- of tickets resolved in-house
- 90%
- of tickets resolved in-house
UAE healthcare: better support after BCS, for about half the cost
An organization-wide archive outage fixed in minutes, then a full replacement for Arctera BCS.
Read the case study- Enterprise Vault Health Check & Expansion
- Banking
- KSA
- to open archived email
- <1 sec
- to open archived email
- archive
- 200 TB
- archive
Saudi bank: from a slow, backlogged archive to under a second
A 200 TB Enterprise Vault redesigned, expanded and load-balanced in 2 months.
Read the case study
FAQ
Frequently asked questions
Is Enterprise Vault still supported and developed?
Yes. Enterprise Vault continues to be developed, and the current Enterprise Vault product site describes ongoing investment in the platform. Virtech can review your installed version, current compatibility requirements and the supported options for upgrading or modernising the environment.
How quickly can Virtech respond to an urgent incident?
For P1 incidents covered by the applicable support agreement, Virtech targets an initial response within 30 minutes. The agreement defines coverage, classification and other conditions.
Can Virtech attend our site?
Yes. Virtech provides onsite Enterprise Vault support across the UAE. For covered P1 incidents, the applicable support agreement can include a two-hour UAE onsite-attendance target. Remote support is available across the GCC, while onsite work outside the UAE is scoped separately.
Can Virtech support us without a Business Critical Services contract?
Yes. Virtech offers a high-touch local alternative to the type of Enterprise Vault support historically associated with Veritas Business Critical Services. The Virtech agreement defines the service scope, response targets, onsite coverage and escalation process. It should not be treated as a replacement for every entitlement that may have existed under a separate vendor contract.
When does Virtech involve vendor engineering?
Virtech resolves platform, configuration and operational issues directly where possible. Vendor support or engineering is involved when the evidence points to a serious product defect or another issue that requires action from the product owner.
Can Virtech help with Enterprise Vault licences and renewals?
Yes. Virtech can sell, renew and advise on Enterprise Vault licensing in the UAE. Current terms, product requirements and territory conditions are confirmed before advice or a quotation is issued.
Can Virtech migrate data out of Enterprise Vault?
Yes. Virtech supports Enterprise Vault to Microsoft 365, storage and platform migrations as well as migrations between Enterprise Vault environments. Each project defines the source, destination, metadata, retention, legal hold, access, reconciliation and decommissioning requirements.
Can Virtech train our Enterprise Vault administrators?
Yes. Virtech delivers instructor-led Enterprise Vault training onsite and online, including custom workshops for administration, troubleshooting and operational handover. Any vendor certification or examination is issued by the relevant principal.
From the knowledge centre
Enterprise Vault guides
Practical guidance from Virtech’s Enterprise Vault team, with the vendor references each guide relies on.
Indexing and search
Enterprise Vault Indexing Problems and Safe Troubleshooting
Separate symptoms, evidence and dependencies before verifying, synchronising or rebuilding an index.
MSMQ queues
Enterprise Vault MSMQ Queues and Safe Troubleshooting
Queue roles, schedules and dependency checks before any approved recovery action. A1 must never be purged.
Upgrades
Enterprise Vault 16 Upgrade Guide
Upgrade paths, compatibility, prerequisites, rollback decisions and post-upgrade validation.
Talk to an Enterprise Vault engineer
If Enterprise Vault is failing, approaching a major change or becoming difficult to operate, speak directly with Virtech’s specialist team in Dubai. We will establish the scope and recommend the next practical step.