 Micro companies, |
 Small-medium companies, |
 Medium-large companies, |
|
PRO SUPPORT |
SUPERPRO SUPPORT |
MISSION CRITICAL |
|
|
Standard Time (1) 09:00 > 18:00 ( Mon > Fri ) |
✔︎ |
✔︎ |
✔︎ |
|
Extended Time H24 / 365 days per year |
|
|
✔︎ |
|
First Response Analysis and 1° level response |
P1-P2-P3-P4: 2 hours |
P1: 1 hour |
P1: 30 minutes |
|
Software Updates SynetoOS releases, updates and patches |
✔︎ |
✔︎ |
✔︎ |
|
Hardware Maintenance (2) Server and components replacement |
✔︎ |
✔︎ on-site |
✔︎ on-site |
|
Remote Assistance SupRemo® remote assistance |
✔︎ |
✔︎ |
✔︎ |
|
Hypervisor Support Assistance on Hyperion & VMware® |
✔︎ |
✔︎ |
✔︎ |
|
Cloud Gate Service Cloud backup of your data |
✔︎ add-on |
✔︎ add-on |
✔︎ add-on |
|
SerenITy Service Pro-active server monitoring |
|
✔︎ |
✔︎ |
|
Reports and Analyses Root cause and performance analysis |
✔︎ add-on |
✔︎ add-on |
✔︎ |
|
Dedicated Phone Support Dedicated toll-free number 24/7 |
|
|
✔︎ |
(1) "Standard time" means 09:00 > 18:00 (CET/CEST) on working days, excluding holidays in Italy.
(2) "Hardware maintenance" available only with Syneto hardware (Software Only excluded).