 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® |
✔︎ |
✔︎ |
✔︎ |
|
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).