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Here for you: Syneto Support Services


Spring is a season of change. This March we are embracing change. We are expanding to new horizons with a new generation of our hyperconverged data management platform. This involves architecture changes, a new OS release, but also new Syneto support services.


Why new support services?

As we strive to improve our solutions, we have also taken a new approach to our support services. Syneto is currently developing solutions that fall into one of three categories:

The IT world is embracing the hybrid cloud and so are we. Our support services have been adapted to reflect that. Moreover, we know that all companies need their IT problems to be solved fast and efficiently. This often involves on-site support. We have also adapted to this need.


Simplifying and accelerating support services

Support services should make your life easier. This is what we have focused on in our offering. With our new support service levels, we have focused on:

  • Simplifying the process for the customers;
  • Improving our services by focusing on SerenITy, our proactive support services;
  • Maintaining the value of the entire product bundle (product and support), at a competitive level.

Syneto Support levels

Pro, SuperPro and Mission Critical. These are the three Syneto Support levels that have been designed to respond to various IT needs. Each support plan offers various response times (according to the priority of the issues), as well as a different number of admins. The SuperPro and Mission Critical plans include our SerenITy proactive support service.


Entry-level support & maintenance plan


Call hours

09:00 – 17:00 (Monday – Friday).


Software support

Entitles you to receive maintenance updates, patch releases and software upgrades.


Response times

Priority 1: 2 hours
Priority 2: 4 hours
Priority 3: 6 hours
Priority 4: NBD


Hardware replacement times

NBD (by Syneto field engineers).


SerenITy (pro-active support)

Only with SuperPro & Mission Critical.


Hypervisor support (VMware)

Only with SuperPro & Mission Critical.


Software updates by Syneto engineers

Only with SuperPro & Mission Critical.


Escalation to Senior Product Engineers

Only with Mission Critical.


Root cause analysis

Only with Mission Critical.


Max. number of admins. per contact

2 admins.


Reccomended by
Syneto engineers


Call hours

09:00 – 17:00 (Monday – Friday).


Software support

Entitles you to receive maintenance updates, patch releases and software upgrades.


Response times

Priority 1: 1 hour
Priority 2: 2 hours
Priority 3: 4 hours
Priority 4: 8 hours


Hardware replacement times

NBD (by Syneto field engineers).


SerenITy (pro-active support)


Hypervisor support (VMware)


Software updates by Syneto engineers


09:00 – 17:00 (Monday – Friday).


Escalation to Senior Product Engineers

Only with Mission Critical.


Root cause analysis

Only with Mission Critical.


Max. number of admins. per contact

4 admins.


Full coverage for critical IT infrastructures


Call hours

24 x 7 x 365


Software support

Entitles you to receive maintenance updates, patch releases and software upgrades


Response times

Priority 1: 30 minutes
Priority 2: 1 hour
Priority 3: 2 hours
Priority 4: 4 hours.


Hardware replacement times

4 hours (by Syneto field engineers)


SerenITy (pro-active support)


Hypervisor support (VMware)


Software updates by Syneto engineers


24 x 7 x 365.


Escalation to Senior Product Engineers


Root cause analysis


Max. number of admins. per contact

Unlimited admins.



You can read more about Syneto support services, here. For additional questions or a product demo, you can get in touch with our team.


Stronger together

The power of Syneto solutions lies in the mix of hardware, software and support services. This mix creates integrated solutions that cover all an organisation’s IT needs. This bundle also creates a competitive solution, at a price that is slightly lower when compared to our second HYPERSeries generation.

HYPERSeries architecture The new SynetoOS 4.5

These changes have been powered by the feedback that we have received from both our partners and end-customers. All in all, we believe this spring has brought us positive change. We are looking forward to seeing what else this year brings!