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Oltre il semplice supporto

SERENITY. Relax, ci pensiamo noi!

SERENITY* è il nostro servizio di supporto proattivo. Semplifica e accelera la risoluzione di problemi tecnici, offre un’esperienza personalizzata di assistenza e monitora in modo intelligente qualsiasi soluzione Syneto.

Simplified support icon

Esperienza di supporto semplificata

La rilevazione di un problema sulla tua soluzione Syneto apre automaticamente un ticket. I tecnici dell’assistenza possono intervenire in modo proattivo e iniziare subito a lavorare sulla criticità in base ai dati del sistema diagnostico esistente.

Accelerated resolution times icon

Tempi di risoluzione accelerati

Con SERENITY, i problemi vengono risolti il 40% più velocemente e identificati in modo proattivo con il monitoraggio e l’analisi dei dati di sistema. I tecnici del supporto possono risolverli prima che diventino una minaccia per l’infrastruttura.

* SERENITY è disponibile come servizio aggiuntivo per il pacchetto Pro Support, mentre è incluso per i pacchetti SuperPro Support e Mission critical.

Contatti servizio clienti Syneto

Italia

Support italy

(+39) 080 908 0522

Regno Unito

Support UK

(+44) 117 456 5656

Romania

Support Romania

(+40) 771 443 480

International

International support

(+39) 0809 080 522

Piani di supporto clienti

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


Risorse per l’assistenza clienti Syneto


Proteggi la tua infrastruttura con un’assistenza semplice e veloce

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