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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

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Above and beyond simple support

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.

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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.

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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.

* SERENITY is available as an add-on service for the Pro. support package and is included in the Mission critical package

Syneto support phone numbers

Italy

Support italy

(+39) 080 908 0522 (24/7)

United Kingdom

Support UK

(+44) 117 456 5656

Romania

Support Romania

(+40) 771 443 480

International

International support

(+39) 0809 080 522

Customer support plans

Included with your Syneto

Entitles customers to receive software support (maintenance, patch releases, upgrades) and case handling during standard business hours (9-17 CET, Mon-Fri). Off-hours support will be billed separately.

Basic warranty hardware replacement time (parts arrival on-site after diagnosis) is next business day (NBD).


Priority 1 (P1)

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

Response time: 4 hours (Basic warranty)


Priority 2 (P2)

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

Response time: 8 hours (Basic warranty)


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.

Response time: NBD (Basic warranty)


Priority 4 (P4)

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

Response time: NBD (Basic warranty)


Support guide

Optional extra

Accelerated response times for software support and case handling during standard business hours (9-17 CET, Mon-Fri). Off-hours support will be billed separately.

A Syneto field engineer arrives on-site for parts replacement during the next business day (NBD) after issue is reported.


Priority 1 (P1)

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

Response time: 1 hour (Pro. support)


Priority 2 (P2)

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

Response time: 4 hours (Pro. support)


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.

Response time: 8 hours (Pro. support)


Priority 4 (P4)

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

Response time: NBD (Pro. support)


Support guide

Optional extra

Fastest response time for software support, available non-stop (24/7 x 365 days/year), includes SERENITY and direct access to senior level engineers for root cause analysis

Hardware replacement by a Syneto field engineer in 4 hours (arrival on-site after diagnosis) after the issue is reported by the customer.


Priority 1 (P1)

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

Response time: 30 minutes (Mission critical)


Priority 2 (P2)

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

Response time: 2 hours (Mission critical)


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.

Response time: 4 hours (Mission critical)


Priority 4 (P4)

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

Response time: 8 hours (Mission critical)


Support guide


Syneto customer support resources


Protect your infrastructure with simple and fast support

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