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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.

Simplified support icon

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 SuperPro Support and Mission critical packages

Syneto support phone numbers

Italy

Support italy

(+39) 080 908 0522

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

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


Syneto customer support resources


Protect your infrastructure with simple and fast support

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