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Value Proposition
Software

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.

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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 any issues 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.

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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 gets praise for its solution's high level of customization in the 2019 Magic Quadrant for HCI

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Fill the gaps
Please fill out the form below to determine how much the product will cost based on your individual case: