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Knowledge Base

Learn how to set up, use and troubleshoot your Syneto products.

Need Help?

Support engineers who understand how important your IT systems are.

Report a Bug

Think you’ve found a bug? Take a look at the guidelines before you file a report.

Support type

	Basic	Advanced	Premium
Knowledge Base
Software updates
Private area account	optional	optional	optional
Intervention hours	8×5	8×5	24×7
Email
Chat
Phone
Screen sharing
Pro-active monitoring
Dedicated contact
Syneto direct support
First level by reseller
Service level	-	Advanced	Premium

Support guide

customer guide

Case priority

Level	Impact	Description of problem
Critical	Major	The appliance is down and no service is being provided.Total hardware failure.
Major	High	An appliance is down, has repeated performance problems or a hardware component has failed.
Medium	Trivial	A subset of the appliance functionality does not work.
Minor	None	Question, information or how-to request.

Service Level Agreement (SLA)

	SLA Advanced	SLA Premium
Critical	Work hours: 4hours or less. Outside work hours: 6hours or less.	Work hours: 1hours or less. Outside work hours: 6hours or less.
Major	Same business day.	Work hours: 2hours. Outside work hours: 8hours.
Medium	Next business day.	Same business day.
Minor	Next two business days.	Next business day.