StarWind HyperConverged Appliance ProActive Premium Support

Are you familiar with the solution’s ProActive Premium Support feature? If yes, has it reduced your monitoring efforts, helped prevent an issue, and/or freed up employee time? Please describe with examples.

Kristopher Skully
Systems Administrator at Hospice of the Western Reserve
We haven't had to use the ProActive Premium Support feature much yet. But they contacted me one time because there was a glitch on one server, a networking issue. We hadn't actually started migrating virtual machines over to it yet, but they contacted me within ten minutes of the issue happening, as I was still trying to figure out what happened. I have not seen the problem since. The ProActive Premium Support was another factor that we evaluated when we made the decision to purchase this solution, to make everything easier with less work for us.
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Claire Madison
IT Manager at Projects Inc.
We have the ProActive Premium Support and it has reduced our monitoring efforts. It has been very useful. They have been able to detect things such as when there's an issue with the cluster or they're getting some kind of weird reading that I have no idea about. They're really quick to let me know about it and even set up a schedule to address it. I've been very happy with their level of support on that. For example, they had messaged me a couple of times in regard to what they assumed was a bad block on our server. That could be very devastating if there is something actually wrong with our data — a corruption or anything like that. They went in there a couple of times and looked at it and made sure everything was okay. I would consider that pretty nice preventative maintenance. When we first got the appliance, we hadn't done any major updates on the actual hardware itself. They recommended to me that we do an update on it. They pretty much did the whole process for me and that saved me a lot of time on software and firmware updates. The Premium Support has saved me about ten hours of troubleshooting time. Whenever there's an issue, they're quick to reach out to me. I'd consider that a good value in terms of my time in general. There is less I have to worry about, as far as something going wrong with these servers goes, when they're monitoring it 24/7.
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IT Infrastructure Analyst at a retailer with 201-500 employees
We bought their ProActive Premium Support. That's why they email us when we have rebooted to patch, and they check with us that everything is okay. We've not really had any problems with it, so it has not really presented with any real-world benefits yet. Obviously there are benefits to it because it's monitored. We do monitor stuff onsite, but it's good to have backup. We're a small team so that is one of the major benefits of it.
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IT Manager at a transportation company with 51-200 employees
The ProActive Premium Support feature has helped for sure. If there's an issue that we don't know about, we get an alert email. They are very proactive.
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Interim CTO at Royal Koopmans
In addition, we have full support from StarWind, 24/7. They know about issues in our environment before we know about them. They see, for instance, network errors before we do and what implementations we have. They send a message to us and our engineers respond with a local, physical check on what is happening. Although the environment of StarWind is great, the overall network environment of the company where I'm working is not so good. StarWind notices when there is something wrong in the network, an issue which might affect the performance or the availability of the StarWind solution. We instantly know whether our problem is in the network, before we actually know about it ourselves, by their sending us emails about the site being down or an error.
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