StorMagic
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StorMagic 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, it 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.
Please note, if you didn’t receive the automated email, to check spam filtering.
Logging in to the portal enables software package download, knowledgebase access & support ticket creation.
Alternatively Select 'Sign in' on the portal, & 'Sign up'.
Gold Customers
Technical Services Support can be contacted between 9am-5pm UTC/DST customer local time by logging in & creating a support ticket or by emailing support@stormagic.com
Platinum Customers
Technical Services Support can be contacted between 7am – 1am UTC/DST by creating a support ticket or by emailing 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.
By completing the below request form, utilizing the supplied telephone number & PIN code to call in, you'll reach a StorMagic Engineer.
Request Platinum Call Access (Opens in a new tab for mobile browsers)
SEVERITY | DEFINITION | GENERIC EXAMPLE(S) |
SEVERITY 1 CRITICAL DOWN | 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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Escalations
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.