Reaction time (depending on severity level):
Severity-Level 1 - 4 hours (Mo.-Fr. 8-17 o'clock)
Severity-Level 2 - 8 hours (Mo.-Fr. 8-17 o'clock)
Severity-Level 3 - 12 hours (Mo.-Fr. 8-17 o'clock)
Forum, Email, Telephone, Remote Support Session*
*The Standard Support Plan provides Remote Support Sessions only for Severity Level 1 production incidents
OS-configuration for smooth operation of StarWind
Disk performance tuning
**StarWind does not support configuration of third-party client-side-hosts
Schweregrad / Severity-Level:
Severity 1: Any incident caused by StarWind software that prevents the functionality of a production system and for which there is there is no temporary solution.
Severity 2: Any incident caused by StarWind software that prevents the functionality of a production system but has a temporary solution.
Severity 3: Any non-critical incident caused by StarWind software where the production system continues to function. All other incidents, such as general questions, are classified as Severity 3.