|
 |
Storage Virtualization Products | SANmelody | Support Plans
DataCore offers SANmelody™ customers support offerings ranging from no-charge online resources during evaluation periods to comprehensive around-the-clock support. Please review each of the offerings to determine which one best suits your needs.
| Support Plan |
Premium Support1 |
Per-Incident Support |
Technical Assistance |
| Product |
SANmelody |
SANmelody Lite |
SANmelody Trial Version |
| Support Hours |
24 hours
7days per week
365 days |
Monday-Friday
9am-6pm in country |
N/A |
| Online resources |
Yes |
Yes |
Yes |
| Email and Web Support |
Yes |
Email/Web Only |
Email/Web only |
| Phone Support |
Yes |
No |
No |
| Updates and Upgrades |
Yes2 |
No |
No |
| Response Goals: |
Yes |
Yes |
No |
| Severity 1 |
1 hour |
Within 1 business day of incident submission |
N/A |
| Severity 2 |
4 hours |
Within 1 business day of incident submission |
N/A |
| Severity 3 |
Next Business Day |
Within 1 business day of incident submission |
N/A |
| Pricing |
Based on product license
$600 minimum |
$90 SANmelody Lite per incident |
FAQ |
| Category A |
 |
|
|
| Category B |
|
|
| Category C |
|
|
| Category D |
|
|
1 DataCore's Annual Support Terms and Conditions apply to Premium Support.
2 Upgrades are included only if the supported software is SANmelody v. 2.0 or later versions.
Premium Support for 24x7x365 Coverage
DataCore offers a premium annual support subscription for those who need around-the-clock support for SANmelody software that includes product updates and upgrades.
The support program includes the following:
- One year, Web, email and phone access to support.
- Coverage hours are 24 hours a day, 7 days a week, 365 days per year.
- One-hour acknowledgment, with response goals based on customer indicated severity levels (read DataCore's Support Policy).
- Product updates and upgrades.
Annual support must be purchased for each SANmelody software product (base product and options) within an enterprise if annual support is to be purchased for any of them.
Pay-per-incident
DataCore offers pay-per-incident support to licensed SANmelody users. Each SANmelody incident voucher that you purchase entitles you to report one (1) problem.
You will be able to correspond with a member of the DataCore Support via email. Pay-per-incident support is available Monday thru Friday, 9am to 6pm in country, excluding holidays.
You will be asked to register before submitting an incident. Our response goal for per-incident support is that you will receive a response from a DataCore customer service representative within one business day after the incident is submitted. Unused incident vouchers expire one year after the date of purchase.
Trial Version Technical Assistance and Resources
DataCore offers customers downloading our SANmelody Evaluation software several online resources to assist with their no-charge preview. These include:
- Frequently Asked Questions (FAQ knowledgebase)
- Technical bulletins
Questions left unanswered by the online resources may be submitted to our support team at sanmelodysupport@datacore.com.
We welcome your questions and suggestions as to how to improve our products and the evaluation experience. However, please understand that we cannot assure that we will respond to you personally or within any given time frame.
Please read DataCore's Support Policy for more information applicable to SANmelody support offerings.
|
|
