Support Levels
StorMagic’s support policy consists of Pre-Sales Support, 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 four levels depending on the severity of the issue.
StorMagic Support will endeavour to assist, diagnose and fix issues relating to StorMagic software. This assumes that the software has been installed and configured following StorMagic best-practices and installation guides. Any issues identified that are not directly related to StorMagic software, including hardware issues, incorrect hardware drivers/firmware, networking mis-configuration, hypervisor configuration, etc. will be out of scope and not covered by the StorMagic support contract. However, StorMagic support may be able to direct you to possible solutions that could resolve the problem.
Pre-Sales Support
When a customer is in the trial period they will receive Gold Support, a demonstration and assistance with the first installation.
Gold Support | Platinum Support | |
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Hours of operation | 8 hours a day1 (Monday – Friday) | 24 hours a day2 (7 days a week) |
Length of service | 1, 3 or 5 years | 1, 3 or 5 years |
Product updates | Yes | Yes |
Product upgrades | Yes | Yes |
Access method | Email + Telephone (via platinum engagement form on support.stormagic.com) |
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Response method | Email + WebEx | Email + Telephone + WebEx |
Response time | 4 hours | 1 hour |
Maximum number of support administrators per contract | 2 | 4 |
2 Global, 24×7 support for Severity 1 – Critical Down & Severity 2 Degraded issues.
Lapsed support and penalties
StorMagic will endeavour to notify customers when support contracts require renewal. Should a support contract be allowed to lapse or is out of date, access to support staff, patches and bug fixes will be unavailable until a new contract is in place.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. Support will not be offered in this period.
The new support contract will be backdated to the date when the original support contract lapsed. This period will be charged for at the current support rate plus a 20% penalty. The minimum of 1 year’s support must also be purchased to ensure there is a current valid support contract in place. This period will be charged at the standard rate.
Product lifecycle matrix
General Support begins on the date of general availability of a Major Release (“GA”) and lasts for a fixed duration. General Support, for customers with a valid support contract, includes maintenance updates and upgrades, bug and security fixes, and technical assistance.
Technical Guidance, if available, is provided from the end of the General Support and lasts for a fixed duration. Technical Guidance is available primarily through the self-help portal and telephone support is not provided. Customers can also open a support request online to receive support and workarounds for low-severity issues on supported configurations only. During Technical Guidance, StorMagic does not offer new updates, new security patches or bug fixes unless otherwise noted. Technical Guidance is intended for usage by customers operating in stable environments with systems that are operating under reasonably stable loads.
SvSAN LIFECYCLE MATRIX | |||
VERSION | GENERAL AVAILABILITY (YYYY / MM / DD) |
END OF SUPPORT (YYYY / MM / DD) |
END OF TECHNICAL GUIDANCE (YYYY / MM / DD) |
SvSAN 6.3 | 2022 / 05 / 12 | 2027 / 05 / 12 | 2029 / 05 / 12 |
SvSAN 6.2 | 2018 / 06 / 13 | 2025 / 06 / 13 | 2027 / 06 / 13 |
SvSAN 6.1 | 2017 / 04 / 27 | 2022 / 04 / 27 | 2024 / 04 / 27 |
SvSAN 6.0 | 2016 / 09 / 01 | 2021 / 09 / 01 | 2023 / 09 / 01 |
SvSAN 5.3 | 2016 / 01 / 05 | 2021 / 01 / 05 | 2023 / 01 / 05 |
SvHCI LIFECYCLE MATRIX | |||
VERSION | GENERAL AVAILABILITY (YYYY / MM / DD) |
END OF SUPPORT (YYYY / MM / DD) |
END OF TECHNICAL GUIDANCE (YYYY / MM / DD) |
SvHCI 1.3.0 | 2025 / 01 / 15 | 2030 / 01 / 15 | 2032 / 01 / 15 |
SvHCI 1.2.0 | 2024 / 08 / 14 | 2029 / 08 / 14 | 2031 / 08 / 14 |
SvKMS LIFECYCLE MATRIX | |||
VERSION | GENERAL AVAILABILITY (YYYY / MM / DD) |
END OF SUPPORT (YYYY / MM / DD) |
END OF TECHNICAL GUIDANCE (YYYY / MM / DD) |
SvKMS 2.6 | 2021 / 05 / 11 | 2026 / 05 / 11 | 2028 / 05 / 11 |
SvKMS 2.5 | 2020 / 11 / 10 | 2025 / 11 / 10 | 2027 / 11 / 10 |
SvKMS 2.4 | 2020 / 07 / 01 | 2025 / 07 / 01 | 2027 / 07 / 01 |
SvKMS 2.3 | 2020 / 04 / 06 | 2025 / 04 / 06 | 2027 / 04 / 06 |
SvKMS 2.2 | 2020 / 04 / 06 | 2024 / 09 / 30 | 2026 / 09 / 30 |
SvKMS 2.1 | 2019 / 06 / 17 | 2024 / 06 / 17 | 2026 / 06 / 17 |
SvKMS 2.0 | 2019 / 03 / 11 | 2024 / 03 / 11 | 2026 / 03 / 11 |
SvKMS 1.1 | 2018 / 09 / 11 | 2023 / 09 / 11 | 2025 / 09 / 11 |
SEVERITY | DEFINITION | SvHCI/SvSAN EXAMPLE(S) | SvKMS 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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Professional Services
For more information about StorMagic professional services, please visit the following page: https://stormagic.com/professional-services/
Support portal
Support portal login page: https://support.stormagic.com/