Maintenance & Support Description

StorMagic maintenance and support offers several plans to meet business needs. Each plan includes a comprehensive program that includes unlimited email and telephone support, software updates patches and many other benefits. Maintenance and support ensures that software is kept up to date whilst benefiting from continuous product enhancements and development.

Software Updates

StorMagic continues to develop its industry leading software platform investing in feature enhancements, security updates and bug fixes. Customers will receive major and minor updates as they are made available to ensure the continued stability of any platform.

Customers with an active maintenance agreement benefit from:

  • Major updates; introduces new features and patches
  • Minor updates; Patching, bugs and usability enhancements
  • Entitlement to upgrade to all major releases
  • Critical patches; if a customer encounters a critical issue, a patch will be supplied to the customer and receive official testing in the next release.

Support

StorMagic’s support policy consists of Gold Support and Platinum Support. These support plans contain varying levels of support in relation to response time, supported hours and the type of service. In addition, StorMagic support requests are categorized in three levels depending on the severity of the issue:

Low - An issue caused by StorMagic software but production systems are still operational.

Medium - An issue caused by StorMagic software preventing production systems from functioning properly but a workaround exists.

Critical - An issue caused by StorMagic software preventing production systems from being operational.

Evaluating customers will receive Gold Support and installation assistance with their first deployment.

Gold Platinum
Hours of operation 9 hours a day, Monday to Friday *24 hours a day, 7 days a week
Length of service 1, 3, or 5 years 1, 2, or 3 years
Product updates Yes Yes
Product upgrades Yes Yes
Access method Email/web chat Telephone/email/web chat
Response method Telephone/email Telephone/email
Remote support/WebEx Yes Yes
Access to knowledge base Yes Yes
Access to documentation Yes Yes
Disaster recovery assistance No Yes
Performance tuning No Yes
Upgrade assistance No Yes
SAN solution configuration Yes Yes
Max. number of support administrators per contract 2 4
Number of support requests Unlimited Unlimited
Target response times:
- Low 12 support hours 8 support hours
- Medium 8 support hours 4 support hours
- Critical 4 support hours 1 hour, 24 hours a day, 7 days a week, 365 days a year
Support hours: Monday - Friday Monday - Friday
- Europe (GMT +1) 9am - 9pm 9am - 9pm
- North America (CST) 7am - 7pm 7am - 7pm
- APAC (SST) 4pm - 4am 4pm - 4am

*Global, 24x7 support for critical issues

Platinum customer contact numbers

Americas: +1 321 214 0915
Europe: +44 203 432 7622
APAC: +44 203 432 7622

Lapsed support and penalties

StorMagic will endeavour to notify customers when maintenance & support contracts require renewal. Should a maintenance & support contract be allowed to lapse or is out of date, access to support staff, patches and bug fixes will be unavailable until a new contract is in place. It is not always possible to process new requests immediately and may take several days for a new contract to be in place. Maintenance and support will not be offered in this period.

The new maintenance and support contract will be backdated to the date when the original support contract lapsed. This period will be charged for at the current maintenance and support rate plus a 20% penalty. The minimum of 1 year’s maintenance & support must also be purchased to ensure there is a current valid maintenance & support contract in place. This period will be charged at the standard rate.

Support portal

(Support portal login page)

http://support.stormagic.com/

Product lifecycle and hypervisor support

Customers with active maintenance agreement benefit from:

  • Major updates; introduces new features and patches
  • Minor updates; Patching, bugs and usability enhancements
  • Entitlement to upgrade to all major releases
  • Critical patches; if a customer encounters a critical issue, a patch will be supplied to the customer and receive official testing in the next release.
StorMagic SvSAN 5.0 StorMagic SvSAN 5.1 StorMagic SvSAN 5.2 StorMagic SvSAN 5.3 StorMagic SvSAN 6.0 StorMagic SvSAN 6.1
General availability 24/08/2012 05/12/2013 16/09/2014 05/01/2016 01/09/2016 27/04/2017
End of support 24/08/2017 05/12/2018 16/09/2019 05/01/2021 01/09/2021 27/04/2022
End of technical guidance 24/08/2019 05/12/2020 16/09/2021 05/01/2023 01/09/2023 27/04/2024
VMware ESXi 5.0 Update 1
VMware ESXi 5.0 Update 2
VMware ESXi 5.0 Update 3
VMware ESXi 5.1
VMware ESXi 5.1 Update 1
VMware ESXi 5.1 Update 2
VMware ESXi 5.1 Update 3
VMware ESXi 5.5
VMware ESXi 5.5 Update 1
VMware ESXi 5.5 Update 2
VMware ESXi 5.5 Update 3a
VMware ESXi 5.5 Update 3b
VMware ESXi 6.0
VMware ESXi 6.0 Update 1a
VMware ESXi 6.0 Update 1b
VMware ESXi 6.0 Update 2
VMware ESXi 6.0 Update 3
VMware ESXi 6.5
VMware ESXi 6.5.0a
VMware ESXi 6.5.0d
Microsoft Windows Server 2012*
Microsoft Hyper-V Server 2012
Microsoft Windows Server 2012 R2*
Microsoft Hyper-V Server 2012 R2
Microsoft Windows Server 2016*
Microsoft Hyper-V Server 2016

* With Hyper-V role enabled.

Hypervisor vendor no longer supports hypervisor
Hypervisor vendor has active support for hypervisor

Professional Services

Overview

StorMagic Professional Services are designed to support customers through a complete project lifecycle. From the get go StorMagic will advise and validate designs to ensure customer success ensuring the best return on investment.

The professional services modules are delivered exclusively as remote offerings to optimize the return on investment for StorMagic customers. After all, one of the key benefits for StorMagic is centralized deployment and management meaning there is nothing that can’t be achieved remotely vs an onsite visit.

Focusing on five keys areas to ensure project success, customers can take an ‘à la carte’ approach choosing when to bring in the expertise of StorMagic.

Assess and Design

Though customers requirements can be broadly grouped into different categories as a starting point, each environment will have characteristics that will need to be evaluated and factored in to any systems design. A StorMagic technical consultant will engage your technical teams to assess the business requirement, application workloads, storage capacity, networking capabilities and overall performance goals. This information will be used to recommend:

  • SvSAN storage technologies focusing on storage performance, redundancy and capacity management
  • Architect StorMagic components to best suit the environment from management, network and site redundancy
  • Apply best practices to meet requirements
  • Assess and Design documentation
    • Architecture overview
    • Storage configuration
    • Network configuration
  • Collect real life storage statistics from current environment
    • Record and document current environment workload profiles
      • IO block sizes
      • Read/Write ratios
      • Locality of data on storage

Design Validation

Putting a solution through its paces is key before deployment. The solution must be rock solid to meet business needs and provide the performance expected mitigating risk in production. A StorMagic solutions expert will put the platform through an aggressive test plan focused on failure scenarios and system performance setting clear expectations of the deployed solution.

  • Installation and deployment
  • Storage performance; IOps, latency and throughput
  • System failure scenarios
    • Disk failures
    • Host failures
    • Network failures
    • Degraded environment
  • System monitoring integration and testing
  • Design Validation documentation
    • Failure scenarios and performance report
  • Replay your real life IO profiles collected in the Asses & Design phase

Deployment

Leverage the StorMagic solutions team to manage your SvSAN deployment. With your host hardware configured and hypervisor deployed, trained StorMagic engineers will manage the deployment of the StorMagic solution.

  • Installation of SvSAN components
  • Deployment of VSAs
  • Storage provisioning
  • Monitoring integration
  • Post deployment health check
  • Scripting (optional extra)
    • Mass VSA deployment script
    • Environment health check script
      • RAID Status
      • Hypervisor storage status
      • SvSAN pathing and mirror status
      • VSA health
  • Deployment documentation
    • Custom deployment documentation
    • Deployment and health check script documentation if applicable

Upgrade

Trained StorMagic engineers will assess your environment and apply best practices upgrading StorMagic components end to end from the datacenter to the edge without impact.

  • Planning recommendations and documentation
  • Lab upgrading testing to validate upgrade plan
  • Environment health check pre and post upgrade
  • Upgrade of SvSAN components deployed;
    • vCenter integration
    • VSA firmware
    • Neutral Storage Host
    • System Center Operations Manager
    • PowerShell scripting component
    • Hyper-V components
  • Scripting (optional extra)
    • Mass upgrade script
    • Environment health check script
      • RAID status
      • Hypervisor storage status
      • SvSAN pathing and mirror status
      • VSA health
  • Upgrade documentation
    • Planning recommendations
    • Custom upgrade procedure and steps
    • Upgrade and health check script documentation if applicable

Health Check

Have a StorMagic engineer review and health check your environment. Reviewing the configuration to ensure that the environment is healthy and performing correctly. Identify growing needs through analysis of performance and usage statistics.

  • Check environment is optimized and healthy
    • Review SvSAN logs for past events
    • iSCSI paths
    • Path policy
    • Storage and physical disk health
  • Review SvSAN performance and usage statistics
  • Health check documentation
    • Health check results
    • SvSAN performance and usage statistics
    • Actionable recommendations

Exclusions

The scope of the service is primarily focused on the StorMagic solution. Stormagic engineers are industry experts with a wealth of experience in deploying solutions in enterprise infrastructures. Engineers are happy to provide recommendations on other components in relation to the project but will not accept overall responsibility for decisions made outside of the StorMagic component.

Purchasing

Contact your StorMagic sales representative today or contact sales@stormagic.com.

About StorMagic Professional Services

With a huge portfolio of successful deployments and experience within the industry, StorMagic services can identify cost savings and pitfalls that could be overlooked. Leveraging experienced experts can ensure projects stay on track capturing all considerations before the project has started, identifying unforeseen issues leading to delays.

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