StarWind Software Inc.
Customer Service
40 Mall Rd. Burlington, MA 01803, USA
617-449-7717 Main
617-505-5845 Fax
Sales@starwindsoftware.com
http://starwindsoftware.com
Copyright © StarWind Software Inc. 2012. All rights reserved.
StarWind Software Inc.
Customer Service
CONTENTS
SUPPORT TERMS DEFINITIONS ......................................................................................................... 3
ANNUAL SOFTWARE MAINTENANCE (ASM) ................................................................................ 3
CUSTOMER SERVICE AND TECHNICAL SUPPORT ....................................................................... 4
METHODS OF COMMUNICATION .................................................................................................... 4
PRE-SALE SUPPORT .............................................................................................................................. 4
POST-SALE SUPPORT ........................................................................................................................... 5
INITIAL CONFIGURATION ASSISTANCE ....................................................................................... 6
DOCUMENT TERMS AND CONDITIONS: ........................................................................................ 6
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StarWind Software Inc.
Customer Service
SUPPORT TERMS DEFINITIONS
StarWind Software stands behind its products, and we are dedicated to providing our
prospects and customers with industry-standard support services.
Our support services are divided into two programs:
Pre-sale Support – Services that are provided to help customers with the initial software
deployment and optimal configuring during the software evaluation period.
Post-Sale Support – Services that are provided to assist customers in reconfiguring
StarWind software or solving productivity and technical issues caused by StarWind
software.
Post-Sale Support is divided into 2 types:
Standard Support - The service level that is included with all StarWind software purchases.
By default, each purchased copy of StarWind software includes one year of standard
technical support.
Premium Support - This service level provides a faster response time and additional
methods of resolving issues. Premium Technical Support is available for an additional fee.
The response time is defined in accordance with the purchased support plan and the
issue severity level.
ASM (Annual Software Maintenance) – The service that allows customers to obtain major
and minor product updates and technical support.
ANNUAL SOFT WARE MAINTENANCE (ASM)
Annual Software Maintenance (ASM) for StarWind products provides major and minor
product version releases/updates and a technical support plan. Major version releases
are indicated by an increase in the first digit in the version number, i.e. 5.5 to 6.0. Annual
Maintenance and Support is available on a per-year basis. The subscription can be
purchased for a 1-, 2-, or 3-year period. Maintenance is required for all perpetual license
purchases.
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StarWind Software Inc.
Customer Service
CUSTOMER SERVICE AND TECHNICAL SUPPORT
All StarWind software users are entitled to our technical support according to the
support plan purchased. Customers who use the free trial software are provided with
30 days of free Pre-Sale Technical Support and access to the following online resources:
•
•
•
•
•
“How To” Articles
Step-by-Step Technical Guides
Educational Video Resources
Frequently Asked Questions (FAQ)
Web Forum
METHODS OF COMMUNICATION
Support can be provided via e-mail, phone, or web forum. In order to open a
support case, the customer is required to submit a support form via http://www.
starwindsoftware.com/support-form or send an e-mail to support@starwindsoftware.
com.The initial support request letter must contain the customer name, contact details,
software version used, and a detailed description of the problem.
Phone and remote support sessions
A technical support representative may require an attended remote support session
and/or a phone call to resolve severity 1 and severity 2 issues. If a remote support
session is not required, case resolution is conducted via e-mail.
E-mail
This type of communication is performed through a web form that can be filled out on
our website http://www.starwindsoftware.com/support-form or by sending an e-mail
to support@starwindsoftware.com.
Forums
All forums can be accessed via our website: http://www.starwindsoftware.com/forums/
PRE-SALE SUPPORT
Pre-Sale Support services are for helping customers configure StarWind software for
the best performance and stability. The customer is free to choose any of the above
mentioned communication methods in order to receive qualified technical consultation/
assistance. To schedule any of the Pre-Sale Support services, contact your sales
presentative.
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StarWind Software Inc.
Customer Service
The following services are included in the free 30-day-technical-support:
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•
•
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Free minor and major upgrades
E-mail/Phone configuration assistance
Access to online resources
Live product demonstration
Pre-Sale support is provided during StarWind Software Inc. business hours with an
average response time of 4 hours:
Monday – Friday
EMEA Office 8 AM – 5 PM GMT
USA Office 9 AM – 6 PM EST
POST-SALE SUPPORT
Post-Sale Support can be Standard or Premium. Each purchased copy of StarWind software
includes one year of Standard technical support. A 24/7 Premium technical support plan
can be purchased for an additional fee.
The response time is defined in accordance with the support plan purchased and the issue
severity level.
SEVERITY LEVEL DEFINITIONS
Severity 1 issue is any issue that is caused by StarWind software and prevents a
production system from functioning while no immediate workaround is available.
Severity 2 issue is any issue that is caused by StarWind software and prevents a
production system from functioning and a workaround exists.
Severity 3 issue is any non-critical issue that is caused by StarWind software; a production
system is able to function. Any other issues such as general questions are classified as
Severity 3.
Technical Support Plan
Premium Technical Support
Standard Technical Support
Severity 1
1 hour
4 business hours*
Severity 2
4 hours
8 business hours*
Severity 3
4 business hours*
12 business hours*
* StarWind Software Inc. business hours:
EMEA Office 8 AM – 5 PM GMT Monday – Friday; USA Office 9 AM – 6 PM EST Monday – Friday
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StarWind Software Inc.
Customer Service
INITIAL CONFIGURATION ASSISTANCE
All new StarWind customers can obtain initial StarWind configuration assistance
provided via phone or an attended remote support session**. Please visit the StarWind
System Requirements page to obtain a list of minimum system requirements and
supported operating systems. The configuration assistance can be scheduled and
provided during US and EMEA business hours.
The configuration assistance includes:
• OS configuration assistance for proper StarWind operation
• Network performance tuning
• Disk array performance tuning
• SAN solution configuration
** StarWind software does not offer assistance configuring third-party software and client-side servers.
DOCUMENT TERMS AND CONDITIONS:
Other terms and conditions are:
• This document is effective as of the date shown in the footer of this document.
• This document completely replaces all previous versions with an earlier effective
date.
• This document is subject to change without notice.
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