StorMagic Support

STORMAGIC TECHNICAL SERVICES /

Enterprise Support

Support, documentation, software downloads and technical resources in one place.

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Submit a Support Request View Documentation

/ Get Started

Quick access to the main areas of the StorMagic Support Portal.

/ Support Resources

/ Documentation

StorMagic Manuals

StorMagic documentation is freely available for review online.

 / Professional Services

Support Services

Understand Maintenance & Support levels and policies.

 / Talk to Us

Engagement How To

Learn how to interface with StorMagic Technical Services Support & raise an issue.

 / Packages

Software Download How To

Learn how to log in and download the different StorMagic software packages.

/ Technical Support

Access the portal, understand your support coverage and contact Technical Services.

Enterprise Support

Technical Services provide a support model designed with enterprise protection & maintenance at the fore. Maintenance & Support provides 24/7 peace of mind, allowing organizations to focus on primary business priorities. A consolidated & easy approach provides instant access to support resources & includes product updates, email & WebEx support from our certified Technical Services team.

Portal Access

Email addresses supplied to StorMagic on purchase will automatically be eligible for support. On emailing support@stormagic.com, an account will automatically be created within our Technical Services Support portal. An automated email will be received with a link to create your password. If you do not receive the automated email, check spam filtering.

Logging in enables software package download, knowledgebase access & support ticket creation. Alternatively select Sign in on the portal, then Sign up.

Platinum Customers

7am–1am

UTC/DST

Create a support ticket or email support@stormagic.com. Platinum customers also have direct phone access to Technical Services engineers 24 hours a day, 7 days a week for Severity 1 & 2 issues.

Request Platinum Call Access

/ Support Severity Levels

Use the definitions below to understand the severity assigned to a support issue.

SEVERITY 1 CRITICAL DOWN

There is a major issue that is severely impacting the business operations

  • Substantial loss of service and data is unavailable resulting in business operations being severely disrupted
  • All or a substantial portion of mission critical data is at a significant risk of loss or corruption
Generic examples
  • A production environment is down/unavailable or at severe risk of failure. Data is unavailable.
  • An issue with StorMagic software may have resulted in data corruption or data loss.
SEVERITY 2 DEGRADED

There is limited impact to business operation

  • Functionality is severely impaired. However, data is available and operations can continue in a restricted fashion
  • Major performance issues related to storage are being experienced
  • There is risk of further failures which would escalate the issue to Severity 1
Generic example
  • A production environment is not currently in a highly available, replicated or optimal state, with no workaround available.
SEVERITY 3 MINOR

There is minor impact on the business

  • A non-production system (e.g. test system, evaluation/proof of concept environment) is down or degraded
  • Non-critical functionality has been lost
  • Minor performance issues related to storage are being experienced
Generic example
  • An environment is in a degraded state. However, there is a workaround in place to ensure the software is functional.
SEVERITY 4 NORMAL

There is no impact to the business

Generic examples
  • General product usage questions
  • Cosmetic issues including minor display issues, errors/feedback in the documentation
  • Feature requests or product improvements
/ ESCALATIONS

Need to escalate a support ticket?

Technical Services Support Escalations are typically driven by internal reps, however should a customer wish to Escalate a ticket, this may be requested as required.