QuantaStor Support levels

QuantaStor SDS Support

QuantaStor Support Levels Link



OSNEXUS support packages include platform upgrades, software maintenance packs and technical assistance from our in-house engineering team.

OSNEXUS support is bundled with each QuantaStor license (Standard, Enterprise or Cloud Edition).

The Standard (Silver Support) and Enterprise (Gold and Platinum Support) licenses are offered for either a Subscription (1yr) or Perpetual (3yr) terms.

The Cloud Edition license includes Platinum support for the
month-to-month period of a QuantaStor CE appliance deployment.

The matrix below provides the description of the level of services provided with our Silver, Gold and Platinum support packages


OS NEXUS Corporation
Support Services Matrix

Services:                          Silver                       Gold                        Platinum
Applicable License:     QuantaStor SDS        QuantaStor SDS       QuantaStor SDS
                               Standard Edition          Enterprise              Enterprise/Cloud

System Upgrades:             Yes                          Yes                          Yes

Maintenance Packs:           Yes                          Yes                          Yes

Installation Support:          Yes                          Yes                          Yes

Email Support:         (M-F) 9am - 6pm               24/7                          24/7
                                US Pacific Time

Phone Support:        (M-F) 9am - 6pm               24/7                          24/7
                                US Pacific Time

Hotfixes:                          No                           Yes                           Yes

Incidents Covered:        10 per annum            Unlimited                  Unlimited

Initial Response Time:   1 Business Day            4 Hours                    1 Hour



* Gold & Platinum Support packages provide 24/7 support for business critical deployments which may also require advanced features such as HA, Scale-Out NAS and DR.

* Silver Support package is ideal for non-mission critical storage workloads such as archive/backup when 24/7 support is not required.



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