StarWind Support Center

Standard support or… let us babysit your IT infrastructure

StarWind is the “one throat to choke” for the customers, providing them with industry-standard support services as well as the unprecedented “infrastructure babysitting”, which literally means doing all the work instead of the on-site IT team.

When it comes to support, StarWind acts much like a system integrator. The service begins as soon as an appliance is purchased, when StarWind engineers perform planning, infrastructure design, installation, configuration and testing. This is what differentiates StarWind appliances from others – instead of “materials” for infrastructure building, the customer gets plug-and-play “building blocks” that easily fit together. All that’s left for the on-site IT team is to deploy the network and power the appliance.

StarWind offers two support programs

  • Support. This program is the essence of “technical support”. StarWind engineers will take care of the software in the unlikely even when something happens to it and normal operation is disrupted. They are available via remote sessions, phone, email, etc. As opposed to typical basic support programs, Standard Support from StarWind is not a minimum adequate service, but rather the maximum of what is considered industry-standard. The only better support plan available includes what no other vendor provides, so this one is considered “standard” and not “premium”.
  • ProSupport++. StarWind takes the role of Managed Service Provider and grabs full responsibility over the customer’s StarWind-based IT infrastructure, while the on-site IT team does only 10% of work, saving time and money. Offering direct support for its software, StarWind will take care of the hardware by contacting the vendors for their support services. Also, they will periodically stay in touch with the customer to deal with any issues before they become threats.

StarWind calls this support program “infrastructure babysitting”, because it leaves almost no work for the customer’s IT team. All they have to do is receive calls from StarWind engineers and optionally accept remote connections in support cases.
Please visit the StarWind System Requirements page to get a list of minimum system requirements and supported Operating Systems. The configuration assistance can be scheduled to occur during US and EMEA business hours.

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Support Programs Comparison Matrix

The following chart lists all the services included into StarWind HyperConverged Appliance support plans.

Support Offerings (Appliances) Support plan ProSupport ++ plan
Forum    
Email    
Phone    
Remote Support Sessions    
Disaster Recovery Assistance    
Final Configuration and Basic guidelines   Advanced Guidelines
5nine Manager Basic Guidelines   Advanced Guidelines
Network Performance Benchmarking    
Disk Performance Benchmarking    
StarWind Virtual SAN Basic Guidelines   Advanced Guidelines
Veeam Backup & Replication Basic
Guidelines
  Advanced Guidelines
We babysit your Environment -  

The following chart lists all the services included into StarWind Virtual SAN support plans.

Support Offerings (VSAN) Support plan ProSupport ++ plan
Forum    
Email    
Phone    
Remote Support Sessions    
Disaster Recovery Assistance    
Installation Assistance
OS Configuration Assistance for Proper
StarWind Operation
   
Network Performance Consulting    
Disk Performance Consulting    
StarWind Virtual SAN Configuration    
Installation assistance    
Number of Installation assistances 1 Unlimited
Severity Level ProSupport++ Standard Support
Severity 1 1 Hour 4 Business Hours*
Severity 2 4 Hours 8 Business Hours*
Severity 3 4 Business Hours* 12 Business Hours*
Installation Assistance 1-2 Business Days* 3-5 Business Days*
* StarWind Software Inc. business hours: EMEA Office: Monday–Friday, 8 AM–5 PM GMT USA Office: Monday–Friday, 9 AM–6 PM EST
  • Severity 1 any issue that is caused by StarWind software and prevents a production system from functioning while no immediate workaround is available.
  • Severity 2 any issue that is caused by StarWind software and prevents a production system from functioning and a workaround exists.
  • Severity 3 any non-critical issue that is caused by StarWind software; a production system is able to function. Any other issues such as general questions are classified as Severity 3.
Annual Software Maintenance and Support is available on a per-year basis. The subscription can be purchased for 1, 2, or 3 years. Maintenance is required for all perpetual license purchases.

Important notice: In order to escalate a support case to level 3 support engineers or R&D department, the end-user is required to reproduce the problem using the latest version of the software installed and configured according to the StarWind Software guidelines.

StarWind Software Customer Service Portal

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