Standard and Premium SuppportStellar offers Standard and Premium support options to satisfy the needs of any dimension and competence of the clients, from cloud beginner developers to those companies that develops critical solutions.
Stellar sets in a transparent and clear way the levels of support, defining a standard for IaaS Cloud Computing clients.
As a Stellar Cloud Server Stellar client, talk with sysadmins that understand the technical language and can offer quick and direct solutions.
With the aim of achieving the maximum efficiency, Stellar asks the client to be clear when identifying the problem so that the request of support can be forwarded to the sysadmin better suited to resolve it: VMware, Networking & Firewall, Operative System, Application.
Requests of support must be first inserted in the management panel thus making possible to identify the client, the server to intervene on and the kind of problem. Then a telephonic contact with the technician can be made.
CHARACTERISTICS OF THE SUPPORT
|Support for the migration towards Stellar servers||yes||yes|
|Support for the migration towards other cloud or private cloud||no||yes|
|Server starting setup||yes||yes|
|Upgrading support (Operative System upgrade)||yes||yes|
|IP, VLAN, vSwitch modifications||yes||yes|
|Firewall & Security|
|Shared Firewall Rules modification||yes||yes|
|Data Center side Debug||yes||yes|
|Dedicated Firewall Management||no||yes|
|End to End Debug||no||yes|
|Alert configuration support||yes||yes|
|Backup & Snapshot|
|Additional backups launch (in addition to the automatic ones)||yes||yes|
|Restore from Backup or Snapshot support||yes||yes|
Technical and application support
(Windows or Linux Operative Systems, IIS o Apache, MS SQL, MySQL, Wordpress, Joomla and more)
|Contractual support and invoicing||yes||yes|
|Documentation, White Papers and Guides||yes||yes|
|Technical support via telephone (recalling function)||yes||yes|
|Requests sent through the Web||yes||yes|
|Support coverage||Working Hours||24/7|
|Reply time||<4 hours||<1 hours|
PLUS SupportPLUS Support allows to ask for extra support for consultancies and activities not included in the Standard or Premium programs, therefore it's an additional on-demand option.
Stellar support has the goal of helping the client with the resolution of the problems in their entirety. We are at your disposal even to help you to solve application problems not related to the Stellar infrastructure. As a consequence, we have created a support service called PLUS, a available upon the client's request to solve specific situations. PLUS Support is an added optionally in a on-demand (upon request) modality, unlike the Premium Support which is persistent with a monthly fee.
When the client is in troubles with the configuration of an application component (Apache, IIS, MySQL, MS SQL, Wordpress, Joomla, ...) or need a consultancy on technical topics and for the implementation of environments or projects, he/she can ask for the PLUS Support by buying one or more hours of assistance.
PLUS Support is available Mon-Wed from 9:00 am. to 6:00 pm.. The cost of PLUS Support is 60€/hour. An estimate of how many hours to buy for the correct execution of the process is given for every request of consultancy or activity.