Micro Companies Basic Infrastructures	Small-medium Companies Standard Infrastructures	Medium-large Companies Critical Infrastructures
	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 P2-P3-P4: 2 hours	P1: 30 minutes P2-P3-P4: 1 hour
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®	✔︎	✔︎	✔︎
Reports and Analyses Root cause and performance analysis	✔︎ add-on	✔︎ add-on	✔︎
Phone Support 🇮🇹 🇪🇸 🇷🇴 🇬🇧 Standard time (1) phone assistance	✔︎	✔︎	✔︎
24/7 Phone Support 🇮🇹 🇬🇧 Dedicated 24/7 toll-free number			✔︎

(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).

Support Policy

Syneto Customer Support is intended to assist its customers in resolving specific issues arising from the day-to-day use of Syneto technologies.

The support service does not cover the following:

• Third-party operating systems and applications;
• Customer-made modifications to SynetoOS;
• Issues for which the customer has not provided the requested data or has not followed Syneto's instructions;
• Issues that cannot be replicated by Syneto following the customer's indications.