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 Premium support offering in the future.

Key features:

8x5 local business hours support
Phone, email and web-based support
Unlimited support incidents
Product updates
Two named support contacts
Defined response time objectives
Defined issue escalation process

Premium Support
Premium 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, email and web-based support
Unlimited support incidents
Product updates and hot fixes
Four named support contacts
Priority response times
Priority issue escalation

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 Feature Request	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 Premium support offering in the future. Key features: 8x5 local business hours support Phone, email and web-based support Unlimited support incidents Product updates Two named support contacts Defined response time objectives Defined issue escalation process Premium Support Premium 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, email and web-based support Unlimited support incidents Product updates and hot fixes Four named support contacts Priority response times Priority issue escalation	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.