At SolidFire, support is an active process beginning the moment a SolidFire cluster is deployed. SolidFire Active Support continuously monitors your systems, ensuring SolidFire products are maintained and operated at the highest possible level of availability and performance.
The SolidFire Active IQ SaaS platform, a key element of Active Support, provides real-time health diagnostics, historical performance, and trending at the cluster, node, and volume level. Visibility into single or multiple clusters/sites increases agility enabling immediate response to changing business demands and the flexibility to increase productivity while reducing risk. This holistic approach to infrastructure monitoring, combined with SolidFire’s unique abilities to upgrade, tune, and scale on demand without disruption, redefines operational success for storage infrastructure.
As a SolidFire customer with Active IQ, you can expect:
Anticipate business demands: Real-time usage modeling and granular system data increase agility — enabling you to proactively plan for evolving business demands, simplifying storage resource optimization.
Increased productivity: Consolidated monitoring saves time when managing multiple clusters/sites, and comprehensive storage metrics reduce assessment efforts. This means you have continuous visibility into changing conditions, empowering you to avoid issues rather than react to them.
Reduced risk: Customizable alerts notify you in real time of possible issues. Faster response reduces risk for the business.
|4 hour onsite support with spares||✓|
|Assigned technical account lead and onsite services||✓|
|Active cluster monitoring and problem notification||✓||✓|
|Active case upgrades and notification of Element OS release/upgrades||✓||✓|
|Replacement parts delivery time||NBD||4 hour|
|Support response time||Sev1 - 2 hour
Sev2 - 4 hour
Sev3 - NBD
|Sev1 - 30 min
Sev2 - 2 hour
Sev3 - 4 hour
|Unlimited access to customer knowledge base / support portal||✓||✓|
|Unlimited access to SolidFire update and patches||✓||✓|
|Unlimited access to updated release notes, API guides and user guides||✓||✓|
|Active IQ of unlimited clusters||✓||✓|