What are the different levels of Servosity Support?

While we at Servosity believe that we should offer the best support to our partners, it is hard to give our best efforts on platforms that are far from supported. Thus we have created these categories to determine how far Servosity Support will go to assist with different platforms and why we have them separated in this way. 

Full Support: 

For fully supported platforms, we will always give our full effort to resolve any issues that may arise with our programs.

• Programs: 
  • Servosity
    • Servosity One
    • Servosity 8
  • ShadowProtect
    
    • SPX 6.8.4
    • SPX 7.0.2

• • • SPX 7.5.6
  • ImageManager
    • 7.6.0
    • 7.6.2
    • 7.7.0
    • 7.7.2
    • 7.8.2
• Platforms (64 bit only):
  • Windows Server
    
    • Windows Server 2016

    • Windows Server 2019

    • Windows Server 2022
  • Windows Desktop

    • Windows 10

    • Windows 11
  • Linux

    • Red Hat Enterprise Linux 7

    • Red Hat Enterprise Linux 8

    • CentOS 7

    • CentOS 8

    • Rocky Linux 8.4

    • Ubuntu 18.04

    • Ubuntu 20.04

  • MacOS
    
    • MacOS 10.15
    • MacOS 11
• Included Benefits:
  • DRaaS (Excluding Servosity 8)

• • Servosity Safe (Excluding Servosity 8)
  • Emergency support 24x7x365

Limited Support: 

For these platforms we will aim to resolve issues, but we will not see that all issues are resolved. Some issues are simply caused by the older platform in use and can be out of our control. We will still aim to give our best effort to resolve any problems, but we can not guarantee a fix or resolution. 

• Programs:
  • Servosity
    • Servosity 7
  • ShadowProtect
    
    • SPX 6.8.0
    • SPX 6.8.2
• Platforms:
  • Windows Server
    
    • Windows Server 2012 / R2
  • Windows Desktop

    • Windows 8 / 8.1

  • Linux
    • Ubuntu 16.04
  • MacOS
    • MacOS 10.14
• Included support:
  • Still able to open tickets 
  • Tier 1 support (no escalations)
  • Will not attempt DRaaS
  • Not eligible for Servosity Safe Proactive Support
  • Standard support hours (9am - 6pm EST, M-F)
  • Not eligible for 24/7 Emergency Support

Not Supported:

Unfortunately, we will not offer support for these platforms. We have found that most, if not all, errors on these platforms are due to the platform itself or the incompatibilities between the backup solutions we use and the outdated platforms. Thus we can not give adequate support for these platforms and would highly recommend that you upgrade to take full advantage of our Support Team. 

• Programs:
  • Servosity
    • Servosity 6 or earlier
  • ShadowProtect
    • SPX  6.7.4 or earlier
    • ShadowProtect 5 or earlier
  • ImageManager
    • 7.5.6 or earlier
• Platforms:
  • Windows Server
    • Windows Server 2008 R2 or older
  • Windows Desktop
    • Windows 7 or older
  • Linux/Unix
    • Anything not specifically listed above
  • MacOS
    
    • MacOS 10.13 or earlier

Self-Managed Backups: 

• We will allow Self-Managed backups to go to the Managed Backup store and be pushed offsite 
  
  • If they cause issues for our dashboard, we will require them to be removed from ImageManager
• We will not troubleshoot issues
• We will not provide support if the local backups fail or have any problems
  • No tickets or calls about these failures
• You can use our SMTP Server but emails cannot go to CheckCentral 
  • Those Self-managed checks will be deleted
• Testing is not available for these accounts