StorageOS provides world-class support

Support coverage for all our integrations and deployments

We are here to help!

If you have a question, our team of Product Reliability Engineers are here to help. Submit a ticket, reach out to us on email or on Slack for support. We provide our customers with private Slack channels to ensure you get all the support you need. We understand production applications are critical to your business.

All StorageOS support is delivered by trained engineers who also participate in the testing and development of the product. You choose the support your business needs.

Plan Comparison

Compare StorageOS package features

SUPPORT TIER
SeverityDeveloperBasicStandardPremium
1 (Urgent)
Community
Initial and ongoing: 4 business hours
Initial and ongoing: 1 business hour or as agreed
Initial: 1 hour
Ongoing: 1 hour or as agreed
2 (High)
Community
Initial and Ongoing: 8 Business Hours
Initial and Ongoing: 4 business hours or as agreed
Initial: 2 hours
Ongoing: 4 hours or as agreed
3 (Medium)
Community
Initial and ongoing: 1 business day
Initial and ongoing: 1 business day
Initial: 4 business hours
Ongoing: 8 business hours or as agreed
4 (Low)
Community
Initial and ongoing: 2 business days
Initial and ongoing: 2 business days
Initial: 8 business hours
Ongoing: 2 business days or as agreed
Hours of Coverage
Business Hours
Business Hours
Business Hours
24x7: Sev 1 & 2 Business Hours: Sev 3 & 4
No. of cases / tickets
n/a
5 per quarter
Unlimited
Unlimited
No. Named Customers
N/A
1
3
5
Technical Account Manager
N/A
N/A
N/A
Optional Add On
Proactive Support
N/A
N/A
Optional Add On
Yes

Support Service Details

  • Raise support ticket: https://support.storageos.com/
  • Developer-tier support is Slack only and community response is best effort only.
  • Business hours are defined as 0900-1800 Europe/London time, Monday – Friday.
  • A named customer is required to raise Sev1 & Sev2 tickets.
  • Escalation automation per severity tier is enabled in the case system.
  • Additional information on support ticket diagnostics and prerequisites can be found here: https://docs.storageos.com/docs/support/

Severity Definition

SeverityDefinitionImpact
1 (urgent)
Full Custer Outage
A problem or outage that severely impacts production usage of a cluster where more than 50% of volumes are affected. The situation halts your business operations and no workarounds exist.
Ticket raised via web helpdesk from a named customer account with “Urgent” priority.
Production: Severe
Development: N/A
2 (high)
Partial Cluster Outage
A problem where the cluster is functioning but there is impact to production.
The situation is causing a high impact to business operations and no workarounds exist.
Ticket raised via web helpdesk from a named customer account with “High” priority.
Production: High
Development: N/A
3 (medium)
General problem that involves partial, non-critical loss of the cluster in a production or development environment.
Production environments, there is a medium/low impact on business operations but operations continue to function, including by using a workaround.
Development environments, there is a high/medium impact on the environment or project that can no longer be deployed to production.
Ticket raised via web helpdesk with “Medium” priority.
Production: Medium/Low Development: High/Medium
4 (low)
General usage questions / enquiries re: “how to”, usage, reporting, logs, documentation (errors), product recommendations, feature requests, etc.
Production environments there is low/no impact on business operations or the performance/functionality of the cluster.
Development environments, there is a medium/low impact on the environment or project, but workarounds exist.
Ticket raised via web helpdesk with “Low” priority.
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