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Experience Premium Customer Care with a 99.4%* Satisfaction Guarantee

More than just support. We proactively "babysit" customers' IT infrastructure, preventing issues before they escalate. With 99.4% of clients satisfied with the quality of technical support, our approach streamlines the customer experience, removing technical burdens and ensuring a stress-free IT journey for each client.

All StarWind commercial support plans include an unlimited number of ticket submissions and have no restrictions on communication channels. Examine the information below and choose the one that works best for you.

Support plans

Community

Support via StarWind Community Forums

Standard

Support via e-mail, phone, ssh and Zoom remote sessions

Unlimited support tickets

Manual ticket submission

8 hours* response time for Severity 2 issues

4 hours* response time for Severity 1 issues

Premium

Support via e-mail, phone, ssh and Zoom remote sessions

Unlimited support tickets

Manual ticket submission

4 hours response time for Severity 2 issues

1 hour response time for Severity 1 issues

ProActive Premium

Support via e-mail, phone, ssh and Zoom remote sessions

Unlimited support tickets

Manual ticket submission

1 hour response time for Severity 2 issues

1 hour response time for Severity 1 issues

ProActive automatic issue detection and resolution using telemetry data AI analytics, “call-home”, and automatic ticket submission systems. Up to 90% tickets are generated, submitted and resolved without the customer’s intervention

Response time

Inquiry type Standard Premium ProActive Premium
Severity 1: Critical issue The production system is down 4 hours* 1 hour 1 hour
Severity 2: Major issue The performance or functionality of the production system is significantly affected 8 hours* 4 hours 1 hour
Severity 3: Minor issue The request concerns an issue with no significant impact on the production system, including general inquiries 12 hours* 4 hours* 4 hours
Installation assistance Online configuration assistance during the initial solution deployment Up to 7 days* Up to 3 days* Up to 3 days*
Parts replacement For StarWind hardware appliances. Only Premium and ProActive Premium support plans are available N/A 4 hours* 4 hours

*Standard support plan holders receive responses during business hours. Premium support plan holders enjoy prompt responses, although Severity 3 and Parts replacement cases may face delays outside business hours. Installation assistance is strictly provided during business hours. StarWind operates from Monday to Friday, 9 AM to 6 PM EST (US), and 9 AM to 6 PM CET (EMEA).

If you're deliberating between our free and paid options, unsure about our support plans, or curious about how StarWind ProActive Premium Support can alleviate up to 90% of customer-involved support cases using AI-powered telemetry, Big Data processing, analytics, and optional 'call home' systems, we are here to assist. Let our Sales Engineering Team help clarify any doubts you may have. Don't hesitate and schedule a demo now!

Response time

Standard
Severity 1: Critical issue The production system is down 4 hours*
Severity 2: Major issue The performance or functionality of the production system is significantly affected 8 hours*
Severity 3: Minor issue The request concerns an issue with no significant impact on the production system, including general inquiries 12 hours*
Installation assistance Online configuration assistance during the initial solution deployment Up to 7 days*
Parts replacement For StarWind hardware appliances. Only Premium and ProActive Premium support plans are available N/A
Premium
Severity 1: Critical issue The production system is down 1 hour
Severity 2: Major issue The performance or functionality of the production system is significantly affected 4 hours
Severity 3: Minor issue The request concerns an issue with no significant impact on the production system, including general inquiries 4 hours
Installation assistance Online configuration assistance during the initial solution deployment Up to 3 days*
Parts replacement For StarWind hardware appliances. Only Premium and ProActive Premium support plans are available 4 hours*
ProActive Premium
Severity 1: Critical issue The production system is down 1 hour
Severity 2: Major issue The performance or functionality of the production system is significantly affected 1 hour
Severity 3: Minor issue The request concerns an issue with no significant impact on the production system, including general inquiries 4 hours
Installation assistance Online configuration assistance during the initial solution deployment Up to 3 days*
Parts replacement For StarWind hardware appliances. Only Premium and ProActive Premium support plans are available 4 hours

*Standard support plan holders receive responses during business hours. Premium support plan holders enjoy prompt responses, although Severity 3 and Parts replacement cases may face delays outside business hours. Installation assistance is strictly provided during business hours. StarWind operates from Monday to Friday, 9 AM to 6 PM EST (US), and 9 AM to 6 PM CET (EMEA).

If you're deliberating between our free and paid options, unsure about our support plans, or curious about how StarWind ProActive Premium Support can alleviate up to 90% of customer-involved support cases using AI-powered telemetry, Big Data processing, analytics, and optional 'call home' systems, we are here to assist.

Let our Sales Engineering Team help clarify any doubts you may have. Don't hesitate and schedule a demo now!

Reviews. Reviewed by opinion leaders

Success stories. 300+ featured from more than 63,800 customers

Srinivas Kouda
Company Representative
We are satisfied with StarWind. The support is really fantastic. Whenever any issue arises, the response is very prompt, and solution is immediate.
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John Oates
Infrastructure Manager
StarWind is robust, willing to work with us and had faster response than other companies.
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Vass Sandor
IT Infrastructure Leader
We were able to build 2-node storage clusters based on virtualization in 19 hypermarkets without any problems and with high cost-efficiency.
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Craig Prosser
Head of IT Infrastructure
StarWind technology provides a highly available storage cluster with minimal server requirements..
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The Bosch Security Systems
Company Representative
StarWind was used to provide redundancy on just 2 nodes, reduce the overall cost of high availability infrastructure, lower power consumption, and build a Hyper-V failover cluster without a hardware SAN.
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David Gardner
Information Systems Manager
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.
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Ryan Fulton
Company’s Representative
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.
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John Harris
Windows System Administrator
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 ...
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Željko Medić
Director of IT Department
Because of recommendations of older colleagues, with StarWind, we got a reliable storage with no additional hardware.
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Joe Gursky
Director of IT
StarWind is the best storage product I have ever used! It satisfies and exceeds requirements.
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Ciprian Visa
Company’s Representative
StarWind improved troubleshooting, the way of control and support.
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Jim Crawford
Data Center Manager
StarWind is an outstanding solution that drastically increased our cloud availability and improved disk I/O.
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300+ stories
... and counting
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