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Value Proposition

StarWind Support

In the era of globalization, business is constantly subject to external influences. Projects and systems are becoming more complex, and the time for their implementation is reduced. StarWind Support saves your time, taking care of your IT infrastructure as the basis of a successful business.

StarWind Support offers flexible plans to cover all your technical requirements and business needs. If necessary, you can change your current support program.

Product Lifecycle Policy —GO!
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Three support levels to grant your demands

Support Plans

Standard Support

The Standard Support plan is designed for organizations who’s SLAs allow having a not 100% uptime in non-business hours. Standard Support delivers a full set of support services available within business hours*. This package does not include automatic support ticket generation.

StarWind Software Inc. business hours:
EMEA Office: Monday-Friday, 8 AM – 5 PM GMT
USA Office: Monday- Friday, 9 AM – 6 PM EST

Premium Support

For businesses with more strict requirements looking for 24/7/365 uptime, StarWind Premium Support is the right way to go. It's basically Standard Support enforced with more strict SLAs. In the unlikely event of something happening, we are ready to fix issues with our product in the shortest possible time (less than 1 hour). The Premium Support plan ensures the always-on operation of your IT infrastructure. This package does not include automatic support ticket generation.

ProActive Premium Support

For organizations that are limited in IT resources, StarWind ProActive Premium Support provides a healthcare monitoring of your infrastructure 24/7/365, preventing an issue before it even happens.

ProActive Premium Support is included by default for all StarWind hardware products: HyperConverged Appliance (HCA), Storage Appliance (SA), Virtual Tape Library Appliance (VTLA) and Data Protection with Cloudian HyperStore. For software products, it is available as a separate option. In this package, support tickets are created and submitted automatically by a StarWind health service as soon as it spots a “failure pattern” or gets an error message.

Key Fact Sheet
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StarWind Product Support

Standard

Premium

ProActive Premium

Support Hours
Support Hours
  • Business Hours*
  • 24/7
  • 24/7
Ticket Submission
Ticket Submission
  • Manual (by customer)
  • Manual (by customer)
  • Automatic
Severity 1 response/contact time**
Severity 1 response/contact time**
  • 4 business hours or less
  • 1 hour or less
  • 1 hour or less
ProActive monitoring & Resolution
ProActive monitoring & Resolution
Email Support
Email Support
Phone Support
Phone Support
Remote Support sessions
Remote Support sessions
Installation and Configuration assistance
Installation and Configuration assistance
Parts replacement (StarWind Appliance only)
Parts replacement (StarWind Appliance only)
  • n/a
  • 4 hours or NBD***
  • 4 hours or NBD***
Enhanced services (StarWind Appliance only)
Enhanced services (StarWind Appliance only)
  • n/a
  • Standard StarWind Appliance Pre-sale services plan
  • Standard StarWind Appliance Pre-sale services plan + StarWind ProActive
  • * StarWind SoftWare Inc. business hours:
  • EMEA Office: Monday-Friday, 8 AM – 5 PM GMT
  • USA Office: Monday- Friday, 9 AM – 6 PM EST
  • ** Severity level
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Severity Level

Standard

Premium

ProActive Premium

Severity 1 - Production is not running
Severity 1 - Production is not running
  • 4 Business Hours*
  • 1 Hour
  • 1 Hour
Severity 2 - Production is running
in degraded state
Severity 2 - Production is running
in degraded state
  • 8 Business Hours*
  • 4 Hours
  • 1 Hour
Severity 3 - Production is running.
General questions and consultations
Severity 3 - Production is running.
General questions and consultations
  • 12 Business Hours*
  • 4 Business Hours*
  • 4 Hours
Installation and Configuration Assistance
Installation and Configuration Assistance
  • 4-7 Business Days*
  • 2-3 Business Days*
  • 2-3 Business Days*
  • *** Depending on selected hardware warranty option
  • Free products are supported only via the StarWind Online Community forum.
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What The World Says About Us

StarWind included as Niche Player for the fourth consecutive time in 2021 Magic Quadrant™ for HCI Software

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StarWind
Hyperconverged Infrastructure Software
4.8
278 verified reviews
96%
Recommended
reviewed April 5, 2021
“StarWind Has Worked Extremely Well For Us For Over 7 Years.”
Industry: Finance
Company size: 3b – 10b usd
01 / 10 Read more
reviewed Sep 13, 2021
StarWind is an excellent Virtual SAN solution for Vmware
Industry: Construction
Company size: <50m usd
02 / 10 Read more
reviewed June 12, 2021
Great Software. Support and help is very good.
Industry: Manufacturing
Company size: 50m - 250m usd
03 / 10 Read more
reviewed October 14, 2020
High Performance Virtualisation Without The Expensive Hardware
Industry: Education
Company size: <5,000 emp
04 / 10 Read more
reviewed March 16, 2021
Starwind Brings High Availability And Efficiency To Our Windows Environment!
Industry: Manufacturing
Company size: 3b - 10b usd
05 / 10 Read more
reviewed February 28, 2020
Complete Hyper-Converged Solution, Easy To Implement And Manage
Industry: Finance
Company size: 1b - 3b usd
07 / 10 Read more
reviewed November 14, 2019
Customer Service Top Notch
Industry: Finance
Company size: 1b - 3b usd
08 / 10 Read more
reviewed October 20, 2016
Excelent Value For Money, Easy Implementation
Industry: Manufacturing
Company size: 3b - 10b usd
09 / 10 Read more
reviewed September 1, 2021
Great Shared Storage Solution For A VMware VSphere Essentials Cluster
Industry: Services
Company size: <50m usd
10 / 10 Read more
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Success Stories

We are satisfied with StarWind. The support is really fantastic. Whenever any issue arises, the response is very prompt, and solution is immediate.

Srinivas Kouda, Company’s Representative
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We were able to build 2-node storage clusters based on virtualization in 19 hypermarkets without any problems and with high cost-efficiency.

Vass Sandor, IT Infrastructure Leader
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By being able to virtualize our environment with StarWind, we were able to retire some old hardware, get our services highly available, reduce power consumption and heat in our server closet.

David Gardner, Information Systems Manager
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StarWind got us off the clustered environment, which was a big help. So, I could regain control of my storage and reclaim and redistribute the space we desperately needed.

Ryan Fulton, Company’s Representative
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Price + Simplicity. StarWind vSAN offers great pricing and allows us to get work done without expensive custom hardware. It also makes getting back online quick and easy after an outage or hardware failure.

Aaron Hayes, IT Manager
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We chose StarWind Mainly because of the cost compared to other vendors. Simplicity of setup was also a major factor and I like the fact that you don’t need a vendor certified engineer to perform the installation.

John Harris, Windows System Administrator,
Department of Physics, University of Oxford
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Because of recommendations of older colleagues, with StarWind, we got a reliable storage with no additional hardware. There was a need to increase IT infrastructure performance and we saw StarWind as the most cost-effective solution.

Željko Medić, Director of IT Department
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StarWind is the best storage product I have ever used! It satisfies and exceeds requirements.

Joe Gursky, Director of IT
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WOW NEWS
Achieve true business agility with StarWind.

Our products are now available at flexible subscription payments simply as part of your OpEx.

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