Resilio Connect Support Plan

Date of last revision: October 07, 2021

Support Plan Subscriptions requires an active, paid Connect or Sync Business Subscription

#ItemSync BusinessResilio Connect StandardResilio Connect EnhancedResilio Connect Premium
1
Remote Installation Assistance 1
(once per subscription term)
N/A
2
Remote Configuration and/or Upgrade Assistance 2
(once per subscription term)
N/A
3
Remote Deployment Assistance 3
(once per subscription term)
N/A
4
Custom Builds,
ahead of point release schedule
(once per subscription term)
N/A
5
First Non-Automated response (Level 1-4 Tickets)
5-7 days (Business Hours)424 hours (Business Hours)12 hours (Business Hours)8 hours (24/7)
6
First Non-Automated response (Level 5 Ticket)
N/A8 hours (Business Hours)6 hours (24/7)2 hours (24/7)
7
Debug Analysis ETA (regular ticket)
N/A72 hours (Business Hours)48 hours (Business Hours)24 hours (24/7)
8
Debug Analysis ETA
(critical ticket)
N/A8 hours (Business Hours)8 hours (24/7)8 hours (24/7)
9
Support Team Availability
Limited availability 5Business HoursBusiness Hours24/7
  • 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 for regular tickets (severity 1-4).

  • 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 customer encountered or a set of questions about a single topic of Resilio Connect 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 Connect 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.

Severity LevelDefinitionExamples
0
Additional debugs: Supply additional debugging information to Resilio Support for an already reported issue/ticket. That could be logs, dumps, screenshots, etc.
  • A Resilio Support representative asked you to send additional debugs for the Agent that were not included in the initial request.
  • The issue started to also reproduce on another Agent(s) and you believe its logs will help to resolve the originally reported issue.
1
Low: Request for additional information about product, questions, feature requests etc.
  • Information requested on application capabilities, navigation, installation or configuration.
2
Configuration: Something related to the product is not working correctly, which likely is related to configuration of the environment or the product itself.
  • Minor loss of application functionality due to product or environment configuration
  • Bug affecting a small number of users
  • The issue consists of "how-to" questions including issues related to one or multiple features
3
Important: There's an issue with the product which does not affect business or have little effect.
  • System performance issue or bug affecting some, but not all users.
  • Short-term workaround is available, but cannot be scaled.
4
Urgent: There is an issue that significantly affects functionality with no real workaround.
  • Major functionality is impacted or significant performance degradation is experienced.
  • Issue is persistent and affects many users and/or major functionality.
  • No reasonable workaround available.
  • Also includes time-sensitive data
5
Critical 1: The issue severely affects the business and all users. It is mission-critical to the business and the situation is considered an emergency. The business has dedicated resources standing by to work on the issues with the Resilio team.
  • Critical production issue affecting all users.
  • Includes system unavailability and data integrity issues with no workaround available.
  • 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.