Benefits
SerenITy. Relax, we’ve got this!
SerenITy is our pro-active support service. It simplifies and accelerates the resolution of technical issues, offers a personalised support experience and intelligently monitors any of your Syneto solutions.
Simplified support experience
Critical alerts on your Syneto automatically open a ticket. Syneto support engineers can reach out proactively and start working on the problem right away based on existing diagnostic system data.
Accelerated resolution times
With SerenITy, issues are resolved 40% faster. The service monitors and analyzes system data to proactively identify issues. Support engineers can solve them even before they become a threat to your infrastructure.
Syneto support phone numbers
Italy
+39 030 553 7125
Spain
+34 910 78 33 19
United Kingdom
+44 117 456 5656
USA
+1 929 955 1467
Customer support plans
Pro Support
Micro companies, basic infrastructures
Standard time (CET)
09:00 > 18:00 (Mon > Fri).
Extended time (CET)
H24 / 365 days per year
Company contacts
2
First response
P1-P2-P3-P4: 2 hours
P1-P2-P3-P4: 2 hours
Software updates
SynetoOS releases, updates and patches
Hardware maintenance
On-site
Remote assistance
TeamViewer® remote assistance
SerenITy service
Pro-active server monitoring
Hypervisor support
Assistance on VMware® issues
Reports and analyzes
Root cause and performance analysis
Phone support
Dedicated and direct Syneto line
Priority 1 (P1)
Emergency - Systems unavailable and fully interrupted productivity. Immediate analysis and resolution is needed in order to restore operations.
Priority 2 (P2)
Critical - Occasional, non-blocking errors, and need to reproduce the effects, which have no impact on productivity.
Priority 3 (P3)
Standard - Problems that cause instability in production systems and general repercussions on business productivity.
Priority 4 (P4)
Low - Inquiries about features, processes and procedures, such as product documentation and general questions.
Cusotmer Support Guide
SuperPro Support
Small-medium companies, standard infrastructures
Standard time (CET)
09:00 > 18:00 (Mon > Fri).
Extended time (CET)
H24 / 365 days per year
Company contacts
4
First response
P1-P2-P3-P4: 1 hour
P1-P2-P3-P4: 2 hours
Software updates
SynetoOS releases, updates and patches
Hardware maintenance
On-site
Remote assistance
TeamViewer® remote assistance
SerenITy service
Pro-active server monitoring
Hypervisor support
Assistance on VMware® issues
Reports and analyzes
Root cause and performance analysis
Phone support
Dedicated and direct Syneto line
Priority 1 (P1)
Emergency - Systems unavailable and fully interrupted productivity. Immediate analysis and resolution is needed in order to restore operations.
Priority 2 (P2)
Critical - Occasional, non-blocking errors, and need to reproduce the effects, which have no impact on productivity.
Priority 3 (P3)
Standard - Problems that cause instability in production systems and general repercussions on business productivity.
Priority 4 (P4)
Low - Inquiries about features, processes and procedures, such as product documentation and general questions.
Cusotmer Support Guide
Mission Critical
Medium-large companies, critical infrastructures
Standard time (CET)
09:00 > 18:00 (Mon > Fri).
Extended time (CET)
H24 / 365 days per year
Company contacts
Unlimited
First response
P1-P2-P3-P4: 30 minutes
P1-P2-P3-P4: 1 hour
Software updates
SynetoOS releases, updates and patches
Hardware maintenance
On-site
Remote assistance
TeamViewer® remote assistance
SerenITy service
Pro-active server monitoring
Hypervisor support
Assistance on VMware® issues
Reports and analyzes
Root cause and performance analysis
Phone support
Dedicated and direct Syneto line
Priority 1 (P1)
Emergency - Systems unavailable and fully interrupted productivity. Immediate analysis and resolution is needed in order to restore operations.
Priority 2 (P2)
Critical - Occasional, non-blocking errors, and need to reproduce the effects, which have no impact on productivity.
Priority 3 (P3)
Standard - Problems that cause instability in production systems and general repercussions on business productivity.
Priority 4 (P4)
Low - Inquiries about features, processes and procedures, such as product documentation and general questions.
Cusotmer Support Guide
Protect your infrastructure with simple and fast support
Experience Syneto today and find out more...
