QuantaStor SDS Support
QuantaStor Support Levels Link
Summary:
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
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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
Notes:
* 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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