Warranty - Starwind (Asm)


StarWind Annual Software Maintenance (ASM) 

In this section you will find our StarWind Annual Software Maintenance (ASM) Software solutions. When you purchase the ASM license, the following services are available to you . A variety of major and minor updates to your product, including a technical support plan, with support available in various forms. The ASM package comes with an annual license, whereby you can choose between different periods of one to three years.

Have further questions about the ASM software solutions in our Online Servershop? Then contact one of our experienced experts. We would be happy to consult you individually and personally to find the suitable StarWind software solution for your needs.

Performance Promise

Reaction Time (depending on severity level) for standard ASM:
Severity Level 1 -   4 hours (Mon.Fr. 8-17 hrs)
Severity-Level 2 -   8 hours (Mon.-Fr. 8-17 o'clock)
Severity-Level 3 - 12 hours (Mon.-Ms. 8-17 hrs)

Reaction time (depending on severity level) for Premium ASM:
Severity Level 1 -  1 hour  (24/7 - around the clock)
Severity Level 2 - 4 hours (24/7 - around the clock)
Severity Level 3 -  4 hours (Mon.-Fr. 8-17 o'clock)

Support via:
Forum, Email, Phone, Remote Support Session*
*The Standard Support Plan provides Remote Support Sessions only for Severity Level 1 production process

Installation/configuration support**:
OS configuration for smooth operation of StarWind
Network performance tuning
Disk performance tuning
SAN solution configuration
**StarWind does not support the configuration of third-party client side hosts

Severity level:
Severity 1: Any incident caused by StarWind software that prevents the functionality of a production system and for which there is no workaround.
Severity 2: Any incident caused by StarWind software that prevents the functionality of a production system but has a workaround.
Severity 3: Any non-critical incident caused by StarWind software where the production system continues to function. All other examples, such as general questions are classified as Severity 3.

Michael Sowiecki

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