More than just support. We proactively "babysit" customers' IT infrastructure, preventing issues before they escalate. With 99.4% of clients satisfied with the quality of technical support, our approach streamlines the customer experience, removing technical burdens and ensuring a stress-free IT journey for each client.
All StarWind commercial support plans include an unlimited number of ticket submissions and have no restrictions on communication channels. Examine the information below and choose the one that works best for you.
Support via StarWind Community Forums
Support via e-mail, phone, ssh and Zoom remote sessions
Unlimited support tickets
Manual ticket submission
Business hours support
8 hours* response time for Severity 2 issues
4 hours* response time for Severity 1 issues
Support via e-mail, phone, ssh and Zoom remote sessions
Unlimited support tickets
Manual ticket submission
24/7/365 support
4 hours response time for Severity 2 issues
1 hour response time for Severity 1 issues
Support via e-mail, phone, ssh and Zoom remote sessions
Unlimited support tickets
Manual ticket submission
24/7/365 support
1 hour response time for Severity 2 issues
1 hour response time for Severity 1 issues
ProActive automatic issue detection and resolution using telemetry data AI analytics, “call-home”, and automatic ticket submission systems. Up to 90% tickets are generated, submitted and resolved without the customer’s intervention
| Inquiry type | Standard | Premium | ProActive Premium |
|---|---|---|---|
| Severity 1: Critical issue The production system is down | 4 hours* | 1 hour | 1 hour |
| Severity 2: Major issue The performance or functionality of the production system is significantly affected | 8 hours* | 4 hours | 1 hour |
| Severity 3: Minor issue The request concerns an issue with no significant impact on the production system, including general inquiries | 12 hours* | 4 hours* | 4 hours |
| Installation assistance Online configuration assistance during the initial solution deployment | Up to 7 days* | Up to 3 days* | Up to 3 days* |
| Parts replacement For StarWind hardware appliances. Only Premium and ProActive Premium support plans are available | N/A | 4 hours* | 4 hours |
*Standard support plan holders receive responses during business hours.
Premium and ProActive Premium support plan holders enjoy fast responses 24/7/365, although Severity 3 and Parts replacement cases may face delays outside business hours.
Installation assistance is strictly provided during business hours.
StarWind operates from Monday to Friday, 9 AM to 6 PM EST (US), and 9 AM to 6 PM CET (EMEA).
If you're deliberating between our free and paid options, unsure about our support plans, or curious about how StarWind ProActive Premium Support can alleviate up to 90% of customer-involved support cases using AI-powered telemetry, Big Data processing, analytics, and optional 'call home' systems, we are here to assist. Let our Sales Engineering Team help clarify any doubts you may have. Don't hesitate and schedule a demo now!
| Standard | |
|---|---|
| Severity 1: Critical issue The production system is down | 4 hours* |
| Severity 2: Major issue The performance or functionality of the production system is significantly affected | 8 hours* |
| Severity 3: Minor issue The request concerns an issue with no significant impact on the production system, including general inquiries | 12 hours* |
| Installation assistance Online configuration assistance during the initial solution deployment | Up to 7 days* |
| Parts replacement For StarWind hardware appliances. Only Premium and ProActive Premium support plans are available | N/A |
| Premium | |
|---|---|
| Severity 1: Critical issue The production system is down | 1 hour |
| Severity 2: Major issue The performance or functionality of the production system is significantly affected | 4 hours |
| Severity 3: Minor issue The request concerns an issue with no significant impact on the production system, including general inquiries | 4 hours |
| Installation assistance Online configuration assistance during the initial solution deployment | Up to 3 days* |
| Parts replacement For StarWind hardware appliances. Only Premium and ProActive Premium support plans are available | 4 hours* |
| ProActive Premium | |
|---|---|
| Severity 1: Critical issue The production system is down | 1 hour |
| Severity 2: Major issue The performance or functionality of the production system is significantly affected | 1 hour |
| Severity 3: Minor issue The request concerns an issue with no significant impact on the production system, including general inquiries | 4 hours |
| Installation assistance Online configuration assistance during the initial solution deployment | Up to 3 days* |
| Parts replacement For StarWind hardware appliances. Only Premium and ProActive Premium support plans are available | 4 hours |
*Standard support plan holders receive responses during business hours.
Premium and ProActive Premium support plan holders enjoy fast responses 24/7/365, although Severity 3 and Parts replacement cases may face delays outside business hours.
Installation assistance is strictly provided during business hours.
StarWind operates from Monday to Friday, 9 AM to 6 PM EST (US), and 9 AM to 6 PM CET (EMEA).
If you're deliberating between our free and paid options, unsure about our support plans, or curious about how StarWind ProActive Premium Support can alleviate up to 90% of customer-involved support cases using AI-powered telemetry, Big Data processing, analytics, and optional 'call home' systems, we are here to assist.
Let our Sales Engineering Team help clarify any doubts you may have. Don't hesitate and schedule a demo now!
