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Stormagic Svsan SUPPORT POLICY and LIFECYCLE StorMagic SvSAN SUPPORT POLICY AND LIFECYCLE SUPPORT LEVELS networking mis-configuration, hypervisor configuration, etc. will be out of scope and not StorMagic’s support policy consists of Pre- Sales covered by the StorMagic support contract. Support, Gold Support and Platinum Support. However, StorMagic support may be able to These support plans contain varying levels of direct you to possible solutions that could support in relation to response time, supported resolve the problem. hours and the type of service. In addition, StorMagic support requests are categorized in PRE-SALES SUPPORT four levels depending on the severity of the issue (see severity table on page 3) When a customer is in the trial period they will receive Gold Support, a demonstration and StorMagic Support will endeavour to assist, assistance with the first installation. diagnose and fix issues relating to StorMagic software. This assumes that the software LAPSED SUPPORT AND PENALTIES has been installed and configured following StorMagic best-practices and installation guides. StorMagic will endeavour to notify customers when support contracts require renewal. Should Any issues identified that are not directly related a support contract be allowed to lapse or is out to StorMagic software, including hardware of date, access to support staff, patches and bug issues, incorrect hardware drivers/firmware, fixes will be unavailable until a new contract is in GOLD SUPPORT PLATINUM SUPPORT Hours of operation 8 hours a day1 (Mon – Fri) 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 Email + Telephone Access method Email (via platinum engagement form on support.stormagic.com) Response method Email + WebEx Email + Telephone + WebEx Maximum number of support administrators 2 4 per contract Response time 4 hours 1 hour 1 Gold Support is only available from 07:00 UTC/DST to 01:00 UTC/DST. If your business hours fall outside this window, you must purchase Platinum Support 2 Global, 24x7 support for Severity 1 - Critical Down & Severity 2 Degraded issues StorMagic. Copyright © 2020. All rights reserved. place. It is not always possible to process new customers with a valid support contract, includes requests immediately and may take several days maintenance updates and upgrades, bug and for a new contract to be in place. Support will not security fixes, and technical assistance. be offered in this period. Technical Guidance, if available, is provided from The new support contract will be backdated the end of the General Support and lasts for a to the date when the original support contract fixed duration. Technical Guidance is available lapsed. This period will be charged for at the primarily through the self-help portal and current support rate plus a 20% penalty. The telephone support is not provided. Customers minimum of 1 year’s support must also be can also open a support request online to purchased to ensure there is a current valid receive support and workarounds for low- support contract in place. This period will be severity issues on supported configurations only. charged at the standard rate. During Technical Guidance, StorMagic does not offer new updates, new security patches PRODUCT LIFECYCLE MATRIX or bug fixes unless otherwise noted. Technical Guidance is intended for usage by customers General Support begins on the date of general operating in stable environments with systems availability of a Major Release (“GA”) and lasts that are operating under reasonably stable loads. for a fixed duration. General Support, for SvSAN LIFECYCLE MATRIX VERSION GENERAL AVAILABILITY END OF SUPPORT END OF TECHNICAL GUIDANCE (YYYY / MM / DD) (YYYY / MM / DD) (YYYY / MM / DD) 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 SvSAN 5.2 2014 / 09 / 16 2019 / 09 / 16 2021 / 09 / 16 SvSAN 5.1 2013 / 12 / 05 2018 / 12 / 05 2020 / 12 / 05 SvKMS LIFECYCLE MATRIX VERSION GENERAL AVAILABILITY END OF SUPPORT END OF TECHNICAL GUIDANCE (YYYY / MM / DD) (YYYY / MM / DD) (YYYY / MM / DD) 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 2019 / 09 / 30 2024 / 09 / 30 2026 / 09 / 30 SvKMS 2.1 2019 / 06 / 17 2024 / 06 / 17 2024 / 06 / 17 SvKMS 2.0 2019 / 03 / 11 2024 / 03 / 11 2024 / 03 / 11 SvKMS 1.1 2018 / 09 / 11 2023 / 09 / 11 2025 / 09 / 11 StorMagic. Copyright © 2020. All rights reserved. SEVERITY DEFINITION SvSAN EXAMPLE(S) SvKMS EXAMPLE(S) There is a major issue that A production SvSAN A production SvKMS is severely impacting the environment is down/ environment is down/ business operations unavailable or at severe risk unavailable or at severe risk Substantial loss of service of failure of failure SEVERITY and data is unavailable Data is unavailable. An issue Keys stored in SvKMS are 1 resulting in business with SvSAN has resulted in currently unavailable. An operations being severely Data corruption or Data loss issue with SvKMS has CRITICAL disrupted resulted in keys not being DOWN All or a substantial portion available to a workflow/ of mission critical data is at application causing a significant risk of loss or significant impact corruption There is limited impact to A production SvSAN A production SvKMS business operation environment is not currently environment is not currently Functionality is severely in a highly available or in a highly available or impaired. However, data is optimal state, with no optimal state, with no available and operations workaround available workaround available SEVERITY can continue in a restricted 2 fashion Major performance issues DEGRADED related to storage are being experienced There is risk of further failures which would escalate the issue to Severity 1 There is minor impact on the A SvSAN environment A production SvKMS business is in a degraded state. environment is in a degraded A non-production system However, there is a state. However there is (e.g. test system, evaluation/ workaround in place to a workaround in place SEVERITY proof of concept ensure the storage is to ensure resiliency and 3 environment) is down or available to ensure the data workflows are still serviced degraded is available MINOR Non-critical functionality has been lost Minor performance issues related to storage are being experienced There is no impact to the General product usage General product usage business questions questions SEVERITY Cosmetic issues including Cosmetic issues including 4 minor display issues, minor display issues, errors/feedback in the errors/feedback in the NORMAL documentation documentation Feature requests or product Feature requests or product improvements improvements StorMagic. Copyright © 2020. All rights reserved. PROFESSIONAL SERVICES Please contact our sales team about our professional services offerings: [email protected] GOLD SUPPORT BUSINESS HOURS ELIGIBLE TIME ZONES Atlantic Time (UTC -04:00) Eastern Time (UTC -05:00) NORTH AMERICA Central Time (UTC -06:00) local 9am - 5pm Mountain Time (UTC -07:00) Pacific Time (UTC -08:00) South American Eastern Time (UTC -03:00) SOUTH AMERICA South American Western Time (UTC -04:00) local 9am - 5pm South American Pacific Time (UTC -05:00) Greenwich Mean Time/Western European Time (UTC +00:00) EUROPE Central European Time (UTC +01:00) local 9am - 5pm Eastern European Time (UTC +02:00) Greenwich Mean Time (UTC +00:00) AFRICA West Africa Time (UTC +01:00) local 9am - 5pm Central Africa Time/South Africa Time (UTC +02:00) MIDDLE EAST Eastern European Time (UTC +02:00) local 9am - 5pm StorMagic. Copyright © 2020. All rights reserved..
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