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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'.

For 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


For 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

  • - Substantial loss of service & 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 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 & operations can continue in a restricted fashion.
  • - Major performance issues related to software are being experienced.
  • - There is risk of further failures which would escalate the issue to Severity 1.
  • - 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 software are being experienced.
  • - 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
  • - General product usage questions.
  • - Cosmetic issues including minor display issues, errors/feedback in the documentation.
  • - Feature requests or product improvements.

StorMagic Manuals

StorMagic documentation is freely available for review, online.


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Support Services

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


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Engagement How To

Read this guide to understand how to interface with StorMagic Technical Services Support & raise an issue.


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Software Download How To

Read this guide to understand how to login and download the different StorMagic software packages


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