Agile, economical, and future-proofed storage
We solve up to 80% of issues before you even know about them.
Unplanned downtime is never a good time. So at SolidFire, we deliver complete, proactive support that helps you prevent up to 80% of your issues altogether, likely without you knowing there was a problem to begin with. Starting the moment you deploy a cluster, SolidFire Active Support continuously monitors your systems to ensure the highest possible level of availability and performance. If not, we fix it.
We monitor for potential issues and solve them before they become problems — addressing 80% of overall issues and 90% of issues that could cause data unavailability.
24/7/365 worldwide availability
Our support is always on with full international coverage and, if necessary, on-site response for critical system issues within four hours.
We provide secure, proactive, hands-on assistance in real time — most of the time before you even become aware of an issue.
Active IQ: monitoring / reporting
Real-time system visibility
The SolidFire Active IQ SaaS platform, a key element of Active Support, provides real-time health diagnostics, historical performance, and trending from the system level all the way down to each individual volume. 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.
- 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 instantly of possible issues. Faster response reduces risk for the business.
SolidFire active support levels
Choose the ideal level of support for your specific business needs. SolidFire offers two levels of Active Support:
|Four-hour on-site support with spare arrays||✔|
|Active cluster monitoring and problem notification||✔||✔|
|Upgrade availability notification for Element OS releases and upgrades||✔||✔|
|Replacement parts delivery time||Next business day||4-hour|
|Support response time||Sev1 - 2 hour Sev2 - 4 hour Sev3 - Next business day||Sev1 - 30 min Sev2 - 2 hour Sev3 - 4 hour|
|Unlimited access to customer knowledge base and support portal||✔||✔|
|Unlimited access to SolidFire updates and patches||✔||✔|
|Unlimited access to updated release notes, API guides, and user guides||✔||✔|
|Active IQ monitoring of unlimited number of clusters||✔||✔|