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Post-Sale Support
All purchased copies of StarWind iSCSI SAN & NAS include one year of Standard Technical support.24/7 Premium Technical support plan can be purchased for an additional fee.
Depending on the support plan purchased user is guaranteed a specific response time depending on the severity level:
Severity level definitions:
- High Severity issues are defined as any issue caused by StarWind Software that is preventing a production system from functioning and no immediate workaround is available.
- Medium Severity issues are defined as any issue caused by StarWind Software that is preventing a production system from functioning and a workaround exists.
- Low Severity issues are defined as any issue caused by StarWind Software where a production system is still able to function. Any other issues are classified as Severity 3.
| Technical Support Plan | Premium | Standard |
| High Severity | 1 hour | 4 business hours* |
| Medium Severity | 4 hours | 8 business hours* |
| Low Severity | 4 business hours* | 12 business hours* |
* StarWind Software Inc. business hours:
EMEA Office 8 AM – 5 PM GMT Monday – Friday
USA Office 9 AM – 6 PM EST Monday – Friday
All support services are available on a per-year basis. The subscription can be purchased for 1, 2, or 3 year periods. Maintenance is required for all perpetual license purchases.
Please note that we will open the support ticket for you only after your written request at support@starwindsoftware.com. Please, provide the detailed description of the issue in your initial e-mail.
