Customer Support

 

Customer Support

 

Simple, fast and safe support for your Syneto. You won’t need us often, but we’re always here for you!

SUPPORT PORTAL SUPPORT PLANS

 
Customer Support

Customer Support

Simple, fast and safe support for your Syneto. You won’t need us often, but we’re always here for you!

 

SUPPORT PORTAL SUPPORT GUIDE

 

syneto-website-2023-support-page-cover-image-export-3-grey

Your Syneto benefits from a comprehensive customer
support and hardware plan which is built on a foundation of
simplicity, speed and security

 

  • Dedicated multi-channel support (web portal, remote, telephone).
  • Complete hardware & software coverage (on-site and remote).
  • Multiple, scalable support plans (for organizations of all sizes).
  • Multiple language support (English, Italian and Spanish)
  • 98% customer satisfaction rating (2021 data).
  •  
  • “Syneto customer support engineers were very responsive.” “The ticket was picked up quickly and the issue solved in record time. Awesome service!”
    Alberto Radaelli
    IT Manager BT Group

SerenITy. Relax, we’ve got this!

syneto-symphony-new-icon-set-2023_Technical-Support

Simplified support experience

Critical alerts on your Syneto automatically open a ticket. Syneto support engineers can identify and start working on the problem right away based on existing diagnostic system data.
syneto-symphony-new-icon-set-2023_Fast-Technical-Support

Accelerated resolution times

With SerenITy, issues are resolved faster. The service monitors and analyzes the system to identify issues as they appear, eliminating the time required for an issue to be identified.

Syneto Support Phone Numbers

We want to offer you the support you deserve. That’s why our support specialists are available 24/7, with local language support in Italian, Spanish and English. So, how can we help you today?

For customer support in Italian call the number below:

+39 030 553 7125

For customer support in Spanish
call the number below:

+34 910 78 33 19

If you are calling from the UK and
require assistance in English call:

+44 117 456 5656

If you are calling from the USA and
require assistance in English call:

+1 929 955 1467

Customer support plans

At Syneto, we understand that our customers rely on efficiency and uptime for all ofour technologies.
We have therefore extended the following support services to all of our customers, for all available support plans.

Pro Support

Micro companies, basic infrastructures

Standard time
09:00 > 18:00 (Mon > Fri)

Company contacts
Number of authorized contacts

2

First response
Analysis and 1° level response

P1-P2-P3-P4: 2 hours

Software updates
Release, update and patch SynetoOS

Hardware maintenance
Server and components replacement

Remote assistance
AnyDesk® remote assistance

SerenITy service
Pro-active server monitoring

 

SuperPro Support

Small-medium companies, standard infrastructures

Standard time
09:00 > 18:00 (Mon > Fri)

Company contacts

Number of authorized contacts

4

First response
Analysis and 1° level response

P1: 1 hour
P2-P3-P4: 2 hours

Software update
Release, update and patch SynetoOS

Hardware maintenance
Server and components replacement

on-site

Remote assistance
AnyDesk® remote assistance

SerenITy service
Pro-active server monitoring

Supporto hypervisor
Assistance on VMware® issues

Reports and analyzes
Root cause and performance analysis

 

Mission Critical

Medium-large companies, critical infrastructures

Standard time
09:00 > 18:00 (Mon > Fri)

Extended time
H24 / 365 days per year

Company contacts
Number of authorized contacts

UNLIMITED

First response
Analysis and 1° level response

P1: 30 minutes
P2-P3-P4: 1 hour

Software update
Release, update and patch SynetoOS

Hardware maintenance
Server and components replacement

on-site

Remote assistance
AnyDesk® remote assistance

Servizio SerenITy
Pro-active server monitoring

Hypervisor support
Assistance on VMware® issues

Reports and analysis
Root cause and performance analysis

Phone support
Dedicated and direct Syneto line

Syneto Customer Support Resources

You won’t need us often, but we’re always here for you! Because we go above and beyond simple support.

 

Resources, including extensive product documentation, user manuals, advisories and other helpful information are available on the support portal on your Syneto Central cloud account.

Download the Support Quick Reference Guide for an in-depth look at the Syneto support services.

Customer Support Guide 

Version: 2.2.1

Type: Guide

Format: PDF Document

✕

HYPER Core 3000 H/H2/AF G4

Technical Specifications

HYPER Core Front View HYPER Core Back View
Use Case Mid-size to Large Private Clouds, CPU & Storage Demanding Applications, BC-DR, File Storage.
Compute Options Highest Frequency
Dual Intel® CPU
Xeon® 4th Gen.
Gold 5420+
28 Cores
Base: 2.00 GHz
(Turbo: 4.10 GHz)		 Max. Cores
Dual Intel® CPU
Xeon® 4th Gen.
Gold 6430
32 Cores
Base: 2.10 GHz
(Turbo: 3.40 GHz)		 Balanced
Dual Intel® CPU
Xeon® 4th Gen.
Gold 5418Y
24 Cores
Base: 2.00 GHz
(Turbo: 3.80 GHz)		 Entry Level
Dual Intel® CPU
Xeon® 4th Gen.
Gold 5416S
16 Cores
Base: 2.00 GHz
(Turbo: 4.00 GHz)		 Lowest Price
Dual Intel® CPU
Xeon® 4th Gen.
Silver 4410Y
12 Cores
Base: 2.00 GHz
(Turbo: 3.90 GHz)
Storage Options Hybrid
12x HDDs
8 to 12 TB 		Hybrid2
6x HDDs + 6x SSDs
8 to 12 TB HDD + 1.92, 3.84 or 7.68 TB SSD 		All-flash
6 or 12x SSDs
3.84 to 7.68 TB
Net Capacity * Hybrid: 43.2 to 64.8 TB Hybrid2: 21.6 to 32.4 TB + 5.18 to 20.73 TB All-flash: 10.36 to 41.47 TB
Effective Capacity ** Hybrid: 64.8 to 97.2 TB Hybrid2: 32.4 to 48.6 TB + 7.77 to 31.10 TB All-flash: 15.6 to 62.2 TB
OS Drives Hybrid/Hybrid2:2x SSDs [480 GB] All-flash:2x SSDs [240 GB]
Hypervisor Drive 1x NVMe [512 GB]
RAM Options 128 GB up to 2048 GB DDR5 @ 4800 Mbps
Expandability Up to 2x Syneto Expansion Shelves (JBODs) with Add-on Controller Card
Chassis 2U, rack-mountable, 12 Bays 3.5”
Connectivity 2x 10 GbE RJ45 (autosense) + 1x 1 GbE RJ45 (IPMI)
Add-on*** Up to 2x Dual-Port 10 or 25 GbE, SFP+ or BASE-T (RJ45)
Power 2 x 920 W (redundant, hot-swap), 100-240 V, 50-60 Hz
Dimensions H: 89 mm, W: 437 mm, D: 647 mm, W: ~25 kg
Cooling 3000 BTU/hour (maximum)
Temp. & Humidity 5°C - 35°C (50°F - 95°F) | 8% - 90% (non-condensing)

*The net capacity gives you a realistic estimate by factoring the capacity reduction caused by vendors reporting disk sizes in decimal units (1KB = 1000 bytes), while OS uses binary units (1KB = 1024 bytes) plus space reserved by the file system for internal service processes.

**Effective Capacity: calculated using a conservative 1.5x compression ratio. Effective capacity varies depending on types of data stored.

*** With 2x PCIe expansion slots, there are several possible add-on configurations: 1x Network Card + 1x JBOD Controller, 2x Network Cards or 2x JBOD Controllers.

✕

HYPER Core 2000 AF G4

Technical Specifications

HYPER Core Front View HYPER Core Back View
Use Case Performance-intensive Virtualized Applications and Databases
Compute Options Highest Frequency
Single Intel® CPU
Xeon® 4th Gen.
Gold 5420+
28 Cores
Base: 2.00 GHz
(Turbo: 4.10 GHz)		 Max. Cores
Single Intel® CPU
Xeon® 4th Gen.
Gold 6430
32 Cores
Base: 2.10 GHz
(Turbo: 3.40 GHz)		 Balanced
Single Intel® CPU
Xeon® 4th Gen.
Gold 5418Y
24 Cores
Base: 2.00 GHz
(Turbo: 3.80 GHz)		 Entry Level
Single Intel® CPU
Xeon® 4th Gen.
Gold 5416S
16 Cores
Base: 2.00 GHz
(Turbo: 4.00 GHz)		 Lowest Price
Single Intel® CPU
Xeon® 4th Gen.
Silver 4410Y
12 Cores
Base: 2.00 GHz
(Turbo: 3.90 GHz)
Storage Options All-flash
4x SSDs 8x SSDs
1.92, 3.84 or 7.68 TB
Net Capacity * With 4x SSDs 3.45 to 13.82 TB With 8x SSDs 5.18 to 20.73 TB
Effective Capacity ** With 4x SSDs: 5.18 to 20.73 TB With 8x SSDs: 10.36 to 41.47 TB
OS Drives All-flash:2x SSDs [240 GB]
Hypervisor Drive 1x NVMe [512 GB]
RAM Options 128 GB up to 1024 GB DDR5 @ 4800 Mbps
Expandability Up to 2x Syneto Expansion Shelves (JBODs) with Add-on Controller Card
Chassis 1U, rack-mountable, 10 Bays 2.5”
Connectivity 2x 10 GbE RJ45 (autosense) + 1x 1 GbE RJ45 (IPMI)
Add-on*** Up to 2x Dual-Port 10 or 25 GbE, SFP+ or BASE-T (RJ45)
Power 2 x 860 W (redundant, hot-swap), 100-240 V, 50-60 Hz
Dimensions H: 43 mm, W: 437 mm, D: 597 mm, W: ~20 kg
Cooling 2000 BTU/hour (maximum)
Temp. & Humidity 5°C - 35°C (50°F - 95°F) | 8% - 90% (non-condensing)

* The net capacity gives you a realistic estimate by factoring the capacity reduction caused by vendors reporting disk sizes in decimal units (1KB = 1000 bytes), while OS uses binary units (1KB = 1024 bytes) plus space reserved by the file system for internal service processes.

** Effective Capacity: calculated using a conservative 1.5x compression ratio. Effective capacity varies depending on types of data stored.

*** With 2x PCIe expansion slots, there are several possible add-on configurations: 1x Network Card + 1x JBOD Controller, 2x Network Cards or 2x JBOD Controllers.

✕

HYPER Core 2000 H/H2 G4

Technical Specifications

HYPER Core Front View HYPER Core Back View
Use Case Small business environments and remote or branch offices (ROBO).
Compute Options Highest Frequency
Single Intel® CPU
Xeon® 3rd Gen.
Gold 5320+
20 Cores
Base: 2.40 GHz
(Turbo: 4.20 GHz)		 Max. Cores
Single Intel® CPU
Xeon® 3rd Gen.
Gold 5320
26 Cores
Base: 2.20 GHz
(Turbo: 3.40 GHz)		 Balanced
Single Intel® CPU
Xeon® 3rd Gen.
Gold 4316
20 Cores
Base: 2.30 GHz
(Turbo: 3.40 GHz)		 Entry Level
Single Intel® CPU
Xeon® 3rd Gen.
Gold 4314
16 Cores
Base: 2.40 GHz
(Turbo: 3.40 GHz)		 Lowest Price
Single Intel® CPU
Xeon® 3rd Gen.
Silver 4310
12 Cores
Base: 2.10 GHz
(Turbo: 3.30 GHz)
Storage Options Hybrid
4x HDDs
8 or 12 TB 		Hybrid2
2x HDDs + 2x SSDs
8 or 12 TB HDDs + 1.92, 3.84 or 7.68 TB SSDs
Net Capacity * Hybrid: 14.4 to 21.6 TB Hybrid2: 7.2 to 10.8 TB + 1.72 to 6.91 TB
Effective Capacity ** Hybrid: 21.6 to 32.4 TB Hybrid2: 10.8 to 16.2 TB + 2.58 to 10.36 TB
OS Drives Hybrid/Hybrid2:2x SSDs [480 GB]
Hypervisor Drive 1x NVMe [512 GB]
RAM Options 128 GB up to 512 GB DDR4 @ 3200 Mbps
Expandability Up to 2x Syneto Expansion Shelves (JBODs) with Add-on Controller Card
Chassis 1U, rack-mountable, 4 Bays 3.5” + 2 Bays 2.5” for OS
Connectivity 2x 10 GbE RJ45 (autosense) + 1x 1 GbE RJ45 (IPMI)
Add-on*** Up to 2x Dual-Port 10 or 25 GbE, SFP+ or BASE-T (RJ45)
Power 2 x 500 W (redundant, hot-swap), 100-240 V, 50-60 Hz
Dimensions H: 43 mm, W: 437 mm, D: 650 mm, W: ~20 kg
Cooling 1500 BTU/hour (maximum)
Temp. & Humidity 5°C - 35°C (50°F - 95°F) | 8% - 90% (non-condensing)

* The net capacity gives you a realistic estimate by factoring the capacity reduction caused by vendors reporting disk sizes in decimal units (1KB = 1000 bytes), while OS uses binary units (1KB = 1024 bytes) plus space reserved by the file system for internal service processes.

** Effective Capacity: calculated using a conservative 1.5x compression ratio. Effective capacity varies depending on types of data stored.

*** With 2x PCIe expansion slots, there are several possible add-on configurations: 1x Network Card + 1x JBOD Controller, 2x Network Cards or 2x JBOD Controllers.

✕

HYPER Core 1000T H/AF G4

Technical Specifications

HYPER Core Front View HYPER Core Back View
Use Case Office / Small Environments, ROBO, Data Protection, Long-term archiving, Edge Computing
Compute Options Single Intel® CPU
Xeon® 3rd Gen.
Silver 4310
12 Cores
Base: 2.10 GHz
(Turbo: 3.30 GHz)
Storage Options Hybrid
2x HDDs
8 or 12 TB		 All-flash
2x SSDs
3.84 TB
Net Capacity * Hybrid 7.2 to 10.8 TB All-flash 3.45 TB
Effective Capacity ** Hybrid 10.8 to 16.2 TB All-flash 5.17 TB
OS Drives 2x SSDs [240 GB]
Hypervisor Drive 1x NVMe [512 GB]
RAM Options 128 GB DDR4 (96 GB usable by VMs + 32 GB adaptive in-memory data cache)
Up t
256 GB DDR4 (224 GB usable by VMs + 32 GB adaptive in-memory data cache)
Expandability -
Chassis Tower, 4 Bays 3.5”
Connectivity 2x 10 GbE RJ45 (autosense) + 1x 1 GbE RJ45 (IPMI)
Add-on Up to 1x Dual-Port 10 or 25 GbE, SFP+ or BASE-T (RJ45)
Power Single, 668 W (non hot-swap), 100-240 V, 50-60 Hz or
Dual, 5000 W (redundant, hot-swap), 100-240 V, 50-60 Hz
Noise Level Silent (< 30 dB)
Dimensions H: 426 mm, W: 178 mm, D: 531 mm, W: ~20 kg
Cooling 1500 BTU/hour (maximum)
Temp. & Humidity 5°C - 35°C (50°F - 95°F) | 8% - 90% (non-condensing)

* The net capacity gives you a realistic estimate by factoring the capacity reduction caused by vendors reporting disk sizes in decimal units (1KB = 1000 bytes), while OS uses binary units (1KB = 1024 bytes) plus space reserved by the file system for internal service processes.

** Effective Capacity: calculated using a conservative 1.5x compression ratio. Effective capacity varies depending on types of data stored.

HYPER Core Side View
✕

HYPER Echo Hybrid/All-flash G2

Technical Specifications

HYPER Echo Front View HYPER Echo Back View
Use Case Cyber Vaulting, Data Protection, Disaster Recovery, Test & Development Environments.
Compute Options Highest Frequency
Dual Intel® CPU
Xeon® 4th Gen.
Gold 5420+
28 Cores
Base: 2.00 GHz
(Turbo: 4.10 GHz)		 Max. Cores
Dual Intel® CPU
Xeon® 4th Gen.
Gold 6430
32 Cores
Base: 2.10 GHz
(Turbo: 3.40 GHz)		 Balanced
Dual Intel® CPU
Xeon® 4th Gen.
Gold 5418Y
24 Cores
Base: 2.00 GHz
(Turbo: 3.80 GHz)		 Entry Level
Dual Intel® CPU
Xeon® 4th Gen.
Gold 5416S
16 Cores
Base: 2.00 GHz
(Turbo: 4.00 GHz)		 Lowest Price
Dual Intel® CPU
Xeon® 4th Gen.
Silver 4410Y
12 Cores
Base: 2.00 GHz
(Turbo: 3.90 GHz)
Storage Options Hybrid
10x HDDs
12 TB 		All-flash
6 or 10x SSDs
3.84, 7,68 or 15.36 TB
Net Capacity * Hybrid: 56.4 TB All-flash: 10.8 to 72.2 TB
Effective Capacity ** Hybrid: 84.6 TB All-flash: 16.2 to 108.3
Deduplication Devices 2x NVMe [3.84 TB] (metadata offload)
OS Drives Hybrid:2x SSDs [480 GB] All-flash:2x SSDs [240 GB]
Hypervisor Drive 1x NVMe [512 GB]
RAM Options 128 GB up to 2048 GB DDR5 @ 4800 Mbps
Expandability Up to 2x Syneto Expansion Shelves (JBODs) with Add-on Controller Card
Chassis 2U, rack-mountable, 12 Bays 3.5” + 2 Bays 2.5” for OS
Connectivity 2x 10 GbE RJ45 (autosense) + 1x 1 GbE RJ45 (IPMI)
Add-on*** Up to 2x Dual-Port 10 or 25 GbE, SFP+ or BASE-T (RJ45)
Power 2 x 920 W (redundant, hot-swap), 100-240 V, 50-60 Hz
Dimensions H: 89 mm, W: 437 mm, D: 647 mm, W: ~25 kg
Cooling 3000 BTU/hour (maximum)
Temp. & Humidity 5°C - 35°C (50°F - 95°F) | 8% - 90% (non-condensing)

*The net capacity gives you a realistic estimate by factoring the capacity reduction caused by vendors reporting disk sizes in decimal units (1KB = 1000 bytes), while OS uses binary units (1KB = 1024 bytes) plus space reserved by the file system for internal service processes.

**Effective Capacity: calculated using a conservative 1.5x compression ratio. Effective capacity varies depending on types of data stored.

*** With 2x PCIe expansion slots, there are several possible add-on configurations: 1x Network Card + 1x JBOD Controller, 2x Network Cards or 2x JBOD Controllers.