Support Plans
Coverage that matches how you deploy SanbrickOS
Whether you’re running SanbrickOS on your own infrastructure or on a Sanbrick appliance, there’s a plan built around what you actually need to keep operational — software coverage, hardware replacement, onsite intervention or round-the-clock help desk access.
SanbrickOS Software Support
Running on your own hardware?
| Included | Quartz | Quartz+ |
|---|---|---|
| Software Support Technical coverage for SanbrickOS, including operational support, incident diagnosis, fixes, patches, supported updates, version validation and technical guidance on configuration, expansion and best practices. | ||
| Remote Engineer Remote technical support from a Sanbrick engineer for diagnosis, troubleshooting, log analysis, configuration validation, update follow-up, expansion support and technical guidance during incidents or planned operations. | ||
| Help Desk The central point of contact for opening, logging and tracking support requests. The Help Desk manages ticket handling, severity classification, routing to technical teams, and customer communication through to resolution or closure. | 8/5 | 24/7/365 |
| SLA Response The maximum committed response time for technical follow-up to begin, defined by incident severity level. SLA Response guarantees priority and mobilisation of the Sanbrick team within the agreed timeframe. Response time does not refer to incident resolution time. | 48 Hours | 4 Hours |
Quartz
- Software Support
- Remote Engineer
- Help Desk
- 8/5
- SLA Response
- 48 Hours
Quartz+
- Software Support
- Remote Engineer
- Help Desk
- 24/7/365
- SLA Response
- 4 Hours
Appliance Support
Running a Sanbrick appliance?
| Included | Sapphire | Ruby | Diamond |
|---|---|---|---|
| Software Support Technical coverage for SanbrickOS, including operational support, incident diagnosis, fixes, patches, supported updates, version validation and technical guidance on configuration, expansion and best practices. | |||
| Hardware (Advanced Replacement) Advanced replacement service for Sanbrick-validated hardware components, following technical diagnosis. Where applicable, the replacement component is shipped ahead of receiving the faulty part, reducing downtime and simplifying operational recovery. | |||
| Shipping & Installation Logistics coordination, shipping and installation of appliances or replacement components, according to the contracted plan. Includes preparation, basic validation, physical or assisted installation, and confirmation that the solution is operating correctly after the intervention. | — | ||
| Onsite Engineer A Sanbrick technical engineer deployed to the customer's site for installation, intervention, component replacement, hardware validation, upgrade support, or incident resolution requiring physical presence. | |||
| Remote Engineer Remote technical support from a Sanbrick engineer for diagnosis, troubleshooting, log analysis, configuration validation, update follow-up, expansion support and technical guidance during incidents or planned operations. | |||
| Help Desk The central point of contact for opening, logging and tracking support requests. The Help Desk manages ticket handling, severity classification, routing to technical teams, and customer communication through to resolution or closure. | 8/5 | 24/7/365 | 24/7/365 |
| SLA Response The maximum committed response time for technical follow-up to begin, defined by incident severity level. SLA Response guarantees priority and mobilisation of the Sanbrick team within the agreed timeframe. Response time does not refer to incident resolution time. | NBD | NBD | 4 Hours |
Sapphire
- Software Support
- Hardware (Advanced Replacement)
- Shipping & Installation
- —
- Onsite Engineer
- Remote Engineer
- Help Desk
- 8/5
- SLA Response
- NBD
Ruby
- Software Support
- Hardware (Advanced Replacement)
- Shipping & Installation
- Onsite Engineer
- Remote Engineer
- Help Desk
- 24/7/365
- SLA Response
- NBD
Diamond
- Software Support
- Hardware (Advanced Replacement)
- Shipping & Installation
- Onsite Engineer
- Remote Engineer
- Help Desk
- 24/7/365
- SLA Response
- 4 Hours
What each service includes
Every service, defined.
The same definitions appear inline in the tables above, on the info icon beside each service.
Not sure which plan fits your deployment?
Tell us whether you’re running SanbrickOS on your own hardware or on a Sanbrick appliance, and we’ll recommend the right coverage level for your operational requirements.