Maintenance & Support Overview

Read this guide to understand the Maintenance & Support levels and policies.

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 Customer Support How To Guide

Read this guide to understand how to interface with StorMagic Support and raise an issue.

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 For Platinum Customers

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.

 

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.


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)
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
  • - A production SvSAN environment is down/unavailable or at severe risk of failure. Data is unavailable.
  • - An issue with SvSAN 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.
  • - A production SvSAN environment is not currently in a highly available 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.
  • - A SvSAN environment is in a degraded state. However, there is a workaround in place to ensure the storage is available to ensure the data is available.
SEVERITY 4

NORMAL

There is no impact to the business
  • - General product usage questions.
  • - Cosmetic issues including minor display issues, errors/feedback in the documentation.
  • - Feature requests or product improvements.