Technical Support

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Opening an SR

*This process applies to 5xxx/7xxx appliances only*

A StorSimple SR can be opened in the following ways:

  1. Phone (required for all Sev 1/A issues)
  1. Web (for Sev B and C issues only): Access the StorSimple Support Portal and submit an SR online.

                - Click here to download a step-by-step guide for opening an SR.

 

Expected SR Response Time

See the chart below for severity definitions and expected SR response time.

  

 

Escalating an Issue

If you feel that you are not receiving an acceptable support experience and that an escalation is needed, follow the escalation path below until your escalation request is acknowledged.

  1. Request a technical escalation from your StorSimple support engineer.
  2. Call Microsoft Support (1-800-Microsoft (642-7676) for US) and reference your SR number and ask the Microsoft representative to escalate the SR to the Duty Manager. For international customers, see this link for your regional support number. 

 

Hardware Support

There are two hardware support offerings:

Gold: Replacement hardware ships for overnight delivery next business day within the US. International shipments are subject to possible customs delays and may not be delivered on the next business day.

Platinum: Spares kit is included with the appliance. Platinum support includes an onsite field engineer to replace parts within 4 hours if assistance is needed with hardware replacements (effective 24x7x365).  Replenishment hardware ships for overnight delivery next business day within the US. International shipments are subject to possible customs delays and may not be delivered the next business day.

 

Online Documentation - User Guides, Hardware Guides, Software Downloads, etc. - http://onlinehelp.storsimple.com/

Note: An Online Help account is required for access to software downloads. To request an Online Help account, visit the StorSimple Support Portal and open an SR.

 

Contacting Technical Support

Should you encounter any issues with your appliance, please do not hesitate to contact StorSimple Technical Support at:

  • Telephone: 1-800-642-7676
  • Web: http://support.microsoft.com/gp/storsimple
    • In the page presented, click on plus icon to expand the 'Get Technical Support' node. In the expanded pane, click on 'Get Microsoft Technical Support'.

 

 

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