StarWind Support Center

Support Programs

StarWind Software stands behind its products, and we are dedicated to providing our prospects and customers with industry-standard support services. Our support services are divided into three programs:
  • Pre-sale support – Services provided to help customers with the initial StarWind Virtual SAN software deployment and optimal stable configuration during the Virtual SAN software evaluation period. All pre-sale support services must be filtered through your respective sales representative prior to scheduling time with a StarWind Support Engineer.
  • Post-Sale Support All purchased copies of StarWind Virtual SAN include one year of Standard Technical support.
    24/7 Premium Technical support can be purchased for an additional fee. Depending on the support plan purchased, the end-user is guaranteed a specific response time depending on the severity level.
In addition, all new StarWind customers are eligible to receive initial StarWind configuration assistance service provided via phone or an attended remote support session *. 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.

Support Programs Comparison Matrix:

Support Offerings Premium support plan Standard support plan
Forum    
Email    
Phone    
Remote Support Sessions**    
Disaster Recovery Assistance***    
Installation Assistance
OS Configuration Assistance for    
Proper StarWind Operation    
Network Performance Сonsulting    
Disk Performance Сonsulting    
SAN & NAS Solution Configuration    

* StarWind does not offer assistance configuring 3rd Party Client-Side Hosts.
** Standard Support will provide remote session assistance for Severity 1 production issues
*** StarWind-related only

Severity Level Premium Support 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

To proceed with finding the solutions and help with StarWind products, please select one of the options below:

Other useful resources:








Free vs. Paid new What’s the difference? Learn More
Differentiation Comparison with competitors Learn More
Try Now StarWind Virtual SAN Download Now
How to Buy Licensing options Get Pricing