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 (Out of hours Critical Issue Support)

 

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 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 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	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	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

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.