StorMagic Enterprise Support
StorMagic Technical Services provide a support model designed with enterprise customers in mind.
Maintenance & Support provides 24/7 peace of mind, allowing organizations to focus on the rest of their business. A consolidated and easy approach, it provides instant access to support resources and includes automated product updates, email and WebEx support from our certified Technical Services team.
Portal Access
Email addresses, supplied to StorMagic on purchase, will have accounts created automatically within our Technical Services Support portal. This enables software download, knowledgebase access and ticket creation. An automated email will be received by each address with a randomly generated password. Please note, if you didn’t receive the automated email, to check spam filtering. In addition it is possible to select the ‘Lost Password’ link to reset the account. If you’re not able to login please contact sop@stormagic.com
For Gold Customers
Technical Services Support can be contacted between 9am-5pm UTC/DST customer local time by logging in and creating a support ticket or:
for SvSAN support by emailing support@stormagic.com
for SvKMS support by emailing svkms@stormagic.com
For Platinum Customers
Technical Services Support can be contacted between 7am – 1am UTC/DST by logging in to https://support.stormagic.com and creating a support ticket or:
for SvSAN support by emailing support@stormagic.com
for SvKMS support by emailing svkms@stormagic.com
Platinum customers also have direct phone access to technical services engineers, 24 hours a day, 7 days a week for Severity 1 and 2 issues by completing the below request form.
SEVERITY | DEFINITION | EXAMPLE(S) |
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SEVERITY 1 CRITICALDOWN |
There is a major issue that is severely impacting the business operations
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SEVERITY 2 DEGRADED |
There is limited impact to business operation
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SEVERITY 3 MINOR |
There is minor impact on the business
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SEVERITY 4 NORMAL |
There is no impact to the business |
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