40 Mall Rd. Burlington, MA 01803, USA 617-449-7717 Main 617-505-5845 Fax Sales@starwindsoftware.com http://starwindsoftware.com Copyright StarWind Software Inc. 2012. All rights reserved.
CONTENTS SUPPORT TERMS DEFINITIONS... 3 ANNUAL SOFTWARE MAINTENANCE (ASM)... 3 CUSTOMER SERVICE AND TECHNICAL SUPPORT... 4 METHODS OF COMMUNICATION... 4 PRE-SALE SUPPORT... 4 POST-SALE SUPPORT... 5 INITIAL CONFIGURATION ASSISTANCE... 6 DOCUMENT TERMS AND CONDITIONS:... 6 Page 2
SUPPORT TERMS DEFINITIONS StarWind Software stands behind its products, and we are dedicated to providing our prospects and customers with industry-standard support services. Our support services are divided into two programs: Pre-sale Support Services that are provided to help customers with the initial software deployment and optimal configuring during the software evaluation period. Post-Sale Support Services that are provided to assist customers in reconfiguring StarWind software or solving productivity and technical issues caused by StarWind software. Post-Sale Support is divided into 2 types: Standard Support - The service level that is included with all StarWind software purchases. By default, each purchased copy of StarWind software includes one year of standard technical support. Premium Support - This service level provides a faster response time and additional methods of resolving issues. Premium Technical Support is available for an additional fee. The response time is defined in accordance with the purchased support plan and the issue severity level. ASM (Annual Software Maintenance) The service that allows customers to obtain major and minor product updates and technical support. ANNUAL SOFTWARE MAINTENANCE (ASM) Annual Software Maintenance (ASM) for StarWind products provides major and minor product version releases/updates and a technical support plan. Major version releases are indicated by an increase in the first digit in the version number, i.e. 5.5 to 6.0. Annual Maintenance and Support is available on a per-year basis. The subscription can be purchased for a 1-, 2-, or 3-year period. Maintenance is required for all perpetual license purchases. Page 3
CUSTOMER SERVICE AND TECHNICAL SUPPORT All StarWind software users are entitled to our technical support according to the support plan purchased. Customers who use the free trial software are provided with 30 days of free Pre-Sale Technical Support and access to the following online resources: How To Articles Step-by-Step Technical Guides Educational Video Resources Frequently Asked Questions (FAQ) Web Forum METHODS OF COMMUNICATION Support can be provided via e-mail, phone, or web forum. In order to open a support case, the customer is required to submit a support form via http://www. starwindsoftware.com/support-form or send an e-mail to support@starwindsoftware. com.the initial support request letter must contain the customer name, contact details, software version used, and a detailed description of the problem. Phone and remote support sessions A technical support representative may require an attended remote support session and/or a phone call to resolve severity 1 and severity 2 issues. If a remote support session is not required, case resolution is conducted via e-mail. E-mail This type of communication is performed through a web form that can be filled out on our website http://www.starwindsoftware.com/support-form or by sending an e-mail to support@starwindsoftware.com. Forums All forums can be accessed via our website: http://www.starwindsoftware.com/forums/ PRE-SALE SUPPORT Pre-Sale Support services are for helping customers configure StarWind software for the best performance and stability. The customer is free to choose any of the above mentioned communication methods in order to receive qualified technical consultation/ assistance. To schedule any of the Pre-Sale Support services, contact your sales presentative. Page 4
The following services are included in the free 30-day-technical-support: Free minor and major upgrades E-mail/Phone configuration assistance Access to online resources Live product demonstration Pre-Sale support is provided during StarWind Software Inc. business hours with an average response time of 4 hours: Monday Friday EMEA Office 8 AM 5 PM GMT USA Office 9 AM 6 PM EST POST-SALE SUPPORT Post-Sale Support can be Standard or Premium. Each purchased copy of StarWind software includes one year of Standard technical support. A 24/7 Premium technical support plan can be purchased for an additional fee. The response time is defined in accordance with the support plan purchased and the issue severity level. SEVERITY LEVEL DEFINITIONS Severity 1 issue is any issue that is caused by StarWind software and prevents a production system from functioning while no immediate workaround is available. Severity 2 issue is any issue that is caused by StarWind software and prevents a production system from functioning and a workaround exists. Severity 3 issue is any non-critical issue that is caused by StarWind software; a production system is able to function. Any other issues such as general questions are classified as Severity 3. Technical Support Plan Premium Technical Support Standard Technical Support Severity 1 1 hour 4 business hours* Severity 2 4 hours 8 business hours* Severity 3 4 business hours* 12 business hours* * StarWind Software Inc. business hours: EMEA Office 8 AM 5 PM GMT Monday Friday; USA Office 9 AM 6 PM EST Monday Friday Page 5
INITIAL CONFIGURATION ASSISTANCE All new StarWind customers can obtain initial StarWind configuration assistance provided via phone or an attended remote support session**. Please visit the StarWind System Requirements page to obtain a list of minimum system requirements and supported operating systems. The configuration assistance can be scheduled and provided during US and EMEA business hours. The configuration assistance includes: OS configuration assistance for proper StarWind operation Network performance tuning Disk array performance tuning SAN solution configuration ** StarWind software does not offer assistance configuring third-party software and client-side servers. DOCUMENT TERMS AND CONDITIONS: Other terms and conditions are: This document is effective as of the date shown in the footer of this document. This document completely replaces all previous versions with an earlier effective date. This document is subject to change without notice. Page 6