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Una asistencia de nivel superior

SERENITY. ¡Relájese, nos ocupamos de todo!

SERENITY* es nuestro servicio de asistencia proactiva. Simplifica y acelera la resolución de problemas técnicos, ofrece una experiencia de asistencia personalizada y supervisa de forma inteligente cualquiera de sus soluciones de Syneto.

Icono de asistencia simplificada

Experiencia de asistencia simplificada

Las alertas críticas en su Syneto abren automáticamente un tique. Los ingenieros de asistencia de Syneto pueden ponerse en contacto de forma proactiva y empezar a trabajar en el problema de inmediato en función de los datos del sistema de diagnóstico existentes.

Icono de tiempos de resolución reducidos

Tiempos de resolución reducidos

Con SERENITY, las incidencias se resuelven 40 % más rápido. El servicio monitoriza y analiza los datos del sistema para identificar proactivamente las incidencias. Los ingenieros de asistencia pueden resolverlas incluso antes de que se conviertan en una amenaza para su infraestructura.

* SERENITY está disponible como un servicio adicional para el paquete de asistencia Pro Support y se incluye en paquetes SuperPro Support y Mission Critical

Números de teléfono de asistencia de Syneto

Italia

Asistencia en Italia

(+39) 080 908 0522

Reino Unido

Asistencia en Reino Unido

(+44) 117 456 5656

Rumanía

Asistencia en Rumanía

(+40) 771 443 480

Internacional

Asistencia internacional

(+39) 0809 080 522

Planes de atención al cliente

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 and Mission Critical.


Hypervisor support (VMware)

Only with SuperPro and Mission Critical.


Software updates by Syneto engineers

Only with SuperPro and 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.


Priority 1 (P1)

Emergency - The system is not available and productivity has been halted.


Priority 2 (P2)

Critical - The system is available but experiencing issues that have a direct impact on productivity. Major inconvenience.


Priority 3 (P3)

Normal - The system has occasional issues which have been identified as needing to be resolved, but the issue does not greatly affect productivity. Minor inconvenience.


Priority 4 (P4)

Low - Questions about documentation, processes or procedures. General request for further information.


Support guide

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.


Priority 1 (P1)

Emergency - The system is not available and productivity has been halted.


Priority 2 (P2)

Critical - The system is available but experiencing issues that have a direct impact on productivity. Major inconvenience.


Priority 3 (P3)

Normal - The system has occasional issues which have been identified as needing to be resolved, but the issue does not greatly affect productivity. Minor inconvenience.


Priority 4 (P4)

Low - Questions about documentation, processes or procedures. General request for further information.


Support guide

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.


Priority 1 (P1)

Emergency - The system is not available and productivity has been halted.


Priority 2 (P2)

Critical - The system is available but experiencing issues that have a direct impact on productivity. Major inconvenience.


Priority 3 (P3)

Normal - The system has occasional issues which have been identified as needing to be resolved, but the issue does not greatly affect productivity. Minor inconvenience.


Priority 4 (P4)

Low - Questions about documentation, processes or procedures. General request for further information.


Support guide


Recursos de atención al cliente de Syneto


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