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 offers three support levels to grant your demands
support

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 program delivers a full set of support services available within business hours*. This package does not include automatic support ticket generation feature.

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

support

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 feature.

proactive support

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.

StarWind Support offers flexible plans to cover all your technical requirements and business needs. If necessary, you can change your current support program. Get more information by clicking the button below
StarWind Product Support
Standard Premium ProActive Premium
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 - - +
Email Support + + +
Phone Support + + +
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.

Please fill out the form below to download the product. An installer link together with the license key will be sent to the e-mail address that you’ve specified. You may check the Free vs. Paid document if you are unsure about which StarWind Virtual SAN version you would like to try. Aside from this, there is a totally unrestricted NFS (Not For Sale) version of StarWind VSAN available for certain use cases. StarWind Virtual SAN for Hyper-V release notes are available here.

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