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Resilio Platform Support Plan
Date of last revision: Wed, Oct 19, 2022
Support Plan Subscriptions requires an active, paid Resilio Platform or Sync Business Subscription
1 Includes:
Management Console installation
Up to 5 Agents installed and connected to the Management Console
Configuration of 1-2 sample Jobs
Network configuration consultation
2 Includes:
Management Console installation
Installation of up to 25 Agents
Assistance with advanced configuration and deployment topics such as automated installation, profile configuration, and automated configuration using tags
Cloud Storage configuration for up to 2 cloud storage targets
Configuration of up to 5 production Jobs
Assistance creating up to 5 Job Profiles and/or Agent Profiles
3 Includes: (all items are one-time)
Adding / removing additional Management Console, Tracker Server and Agents
Reconfiguring production Jobs
Upgrading the Management Console build
Assist with Agent build upgrades
4 Note:
Business hours cover time from 5:00 UTC to 20:00 UTC Monday - Friday
5 Note:
Resilio does not guarantee a non-automated response will occur within 5-7 days. Please note that Resilio Sync users have the ability to try the Forum for additional assistance from other Sync users. Please note that responses and feedback provided on the Forum are not from the Resilio Product or Customer Support team.
Other notes:
Business hours cover time from 5:00 UTC to 20:00 UTC Monday - Friday
Users should create a separate ticket for each unique issue or question. Each ticket represents a single issue a customer encounters or a set of questions about a single topic of Resilio Platform usage.
If you have additional questions about the support plans, or would like to upgrade your current support plan, please contact sales@resilio.com for more details.
Support Prioritization
Severity Level Definitions.
These severity level definitions will assist both parties in allocating the appropriate resources to resolve support requests. The severity level can be specified when submitting a ticket via the Resilio Platform Management Console "Contact Support" form (we strongly recommend this approach as it allows users to directly submit logs from the Management Console to expedite the review process) or alternatively via the Contact Support form on our website.
Direct email support is not available.
Any technical issues that are reported via email to the Customer Success Team or other email addresses instead of using the Management Console and Support Contact Form, may result in no support or significantly delayed responses.
1 Important note:
If a severity 5 ticket is filed, the team or a designee will need to be available for the next 2-8 hours to work with the support team on the issue. If you or your team can't guarantee to be available for the following 2-8 hours following the submission of the severity level 5 ticket, please file a severity 4 instead and note when your team will be available to work with support.
Notification Procedures.
Each customer may designate up to 5 trained representatives who may submit support tickets to Resilio. All support tickets submitted to Resilio must be assigned a severity level according to the severity level definitions above.
Support Communications
Resilio customers can expect regular and prompt communication from our support team via e-mail or the Resilio Customer Support Portal until the ticket has been closed.
