Support Overview

Technical support tailored to your business.
PlateSpin recognizes that you need not only quality software, but also the technical expertise, services and support to back it up. PlateSpin offers two levels to support your unique business needs, Standard and Premium.

Standard Support
The Standard Support program provides the foundation for our technical support offering. This program is designed to support the needs of our small business customers who require support for their internal IT operations and also customers who may want to grow into the Priority support offering in the future.

Key features:

8x5 local business hours support
Phone (Sev 1), email, chat and web-based support
Unlimited support incidents
Product updates
Two named support contacts
Defined response time objectives
Defined issue escalation process
PlateSpin/Novell Hardware Appliances Only: On-site next business day (where available, following telephone based troubleshooting) dispatch of service technician and/or warranty parts to Customer’s business location Monday through Friday from 9:00 AM to 5:00 PM for repairs and resolution necessary due to a defect in materials or workmanship on the supported system.

Priority Support
Priority Support expands on our core support offerings and is designed to service the more complex environments of medium to large enterprise customers who typically require 24x7x365 mission-critical support with an enhanced issue escalation path. Named contacts provide fast, personalized support, while priority escalation ensures critical environmental issues are dealt with swiftly to keep projects on track and systems running continuously.

Key features:

8x5 local business hours support
24x7x365 support for Severity 1 cases
Phone (Sev 1), email, chat and web-based support
Unlimited support incidents
Product updates and hot fixes
Four named support contacts
Priority response times
Priority issue escalation
PlateSpin/Novell Hardware Appliances Only: On-site 4-Hour (where available, following telephone based troubleshooting) dispatch of service technician and/or warranty parts to Customer’s business location 24-Hours per day, seven days a week for repairs and resolution necessary due to a defect in materials or workmanship on the supported system.

PlateSpin data center automation products for server consolidation and disaster recovery are backed by the highest quality product support, training and services to help customers get the most out of their PlateSpin implementations.
Support Home Program Overview Compare Support Levels Support FAQ	Support Overview Technical support tailored to your business. PlateSpin recognizes that you need not only quality software, but also the technical expertise, services and support to back it up. PlateSpin offers two levels to support your unique business needs, Standard and Premium. Standard Support The Standard Support program provides the foundation for our technical support offering. This program is designed to support the needs of our small business customers who require support for their internal IT operations and also customers who may want to grow into the Priority support offering in the future. Key features: 8x5 local business hours support Phone (Sev 1), email, chat and web-based support Unlimited support incidents Product updates Two named support contacts Defined response time objectives Defined issue escalation process PlateSpin/Novell Hardware Appliances Only: On-site next business day (where available, following telephone based troubleshooting) dispatch of service technician and/or warranty parts to Customer’s business location Monday through Friday from 9:00 AM to 5:00 PM for repairs and resolution necessary due to a defect in materials or workmanship on the supported system. Priority Support Priority Support expands on our core support offerings and is designed to service the more complex environments of medium to large enterprise customers who typically require 24x7x365 mission-critical support with an enhanced issue escalation path. Named contacts provide fast, personalized support, while priority escalation ensures critical environmental issues are dealt with swiftly to keep projects on track and systems running continuously. Key features: 8x5 local business hours support 24x7x365 support for Severity 1 cases Phone (Sev 1), email, chat and web-based support Unlimited support incidents Product updates and hot fixes Four named support contacts Priority response times Priority issue escalation PlateSpin/Novell Hardware Appliances Only: On-site 4-Hour (where available, following telephone based troubleshooting) dispatch of service technician and/or warranty parts to Customer’s business location 24-Hours per day, seven days a week for repairs and resolution necessary due to a defect in materials or workmanship on the supported system.	Support Documents Support Fact Sheet Download the support program overview and support levels matrix in PDF format. Support Policy Guidelines An in-depth guide to information on our support program.