Solution Support

STORServer offers deep storage expertise and trusted support, with a single contact point dedicated to your entire appliance. Our support team is staffed by senior engineers and is locally based for fast response, allowing them to quickly diagnose issues in your data environment, regardless of the software, hardware, storage, or customer operations.

Support & Warranty

PLATINUM

24 x 7 + Platinum Services

STORServer Platinum Support provides GOLD-level support with the addition of valuable Platinum Services. Similar to adding a system admin to your staff, Platinum Services gives you the following benefits:

  • Full remote-connect operation of the appliance environment (M-F, 9 am – 5 pm Mountain Time)
  • Close one-on-one support for existing system administrators
  • Schedule management
  • Event Log monitoring
  • Trending analysis
  • Health Check Monitoring

SILVER

8 x 5

Access to Support Services on standard business days,
during regular business hours
(9 am – 5 pm Mountain Time)

GOLD

24 x 7

Access to Support Services
24 hours a day, any day.

  • One call for support on any component of the solution
  • Guaranteed four-hour response time
  • Full diagnostic support of the environment
  • Remote diagnostics are available
  • Remedial assistance
  • Knowledge base search
  • Simplified call logging through email and phone
  • Next business day on-site support for hardware service*
  • Three- or Five-year warranty **

WARRANTY

All Solution Support agreements include a warranty. Hardware and software that is maintained under a STORServer support agreement include a three or five-year warranty depending on the length of the agreement.

Warranty is limited to that offered by the original manufacturer for products purchased without a STORServer support agreement.

* At STORServer, Inc.’s discretion. **With active STORServer Support Contract