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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.

Syneto support phone numbers

Italy

Support italy

+39 030 553 7125

Spain

Support Spain

+34 910 78 33 19

United Kingdom

Support UK

+44 117 456 5656

USA

Support USA

+1 929 955 1467

Customer support plans

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

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

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


Syneto customer support resources


Protect your infrastructure with simple and fast support

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