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.
The Standard Support plan is designed for organizations who’s SLAs allow having a not 100% uptime in
non-business hours. Standard Support program delivers a full set of support services available within business
hours*. This package does not include automatic support ticket generation feature.
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 feature.
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.
|Support Hours||Business Hours*||24/7||24/7|
|Ticket Submission||Manual (by customer)||Manual (by customer)||Automatic|
|Severity 1 response/contact time**||4 business hours or less||1 hour or less||1 hour or less|
|ProActive monitoring & Resolution||-||-||+|
|Remote Support sessions||+||+||+|
|Installation and Configuration assistance||+||+||+|
|Parts replacement (StarWind Appliance only)||n/a||4 hours or NBD***||4 hours or NBD***|
|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
|Severity level||Standard||Premium||Proactive premium|
|Severity 1 - Production is not running||4 Business Hours*||1 Hour||1 Hour|
|Severity 2 - Production is running in degraded state||8 Business Hours*||4 Hours||1 Hour|
|Severity 3 - Production is running. General questions and consultations||12 Business Hours*||4 Business Hours*||4 Hours|
|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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