StorMagic's support policy consists of Pre- Sales Support, Gold Support and Platinum Support. These support plans contain varying levels of support in relation to response time, supported hours and the type of service. In addition, StorMagic support requests are categorized in four levels depending on the severity of the issue (see severity table on page 3)

StorMagic Support will endeavour to assist, diagnose and fix issues relating to StorMagic software. This assumes that the software has been installed and configured following StorMagic best-practices and installation guides.

Any issues identified that are not directly related to StorMagic software, including hardware issues, incorrect hardware drivers/firmware, networking mis-configuration, hypervisor configuration, etc. will be out of scope and not covered by the StorMagic support contract. However, StorMagic support may be able to direct you to possible solutions that could resolve the problem.

PRE-SALES SUPPORT

When a customer is in the trial period they will receive Gold Support, a demonstration and assistance with the first installation.

• Provides reliable support to resolve all your technical issues
• Repair service included to resolve your problems
• Labor service characteristics for better reliability and ensure maximum productivity
• 1 Hour - Repair service response time for better accommodation with maximum reliability
• 1 Year service duration to ensure maximum efficiency and precise results