Raydesk professional support

Raydesk support levels: Free Raydesk unlimited installation support | Raydesk core support | Raydesk basic support | Raydesk advanced support

Raydesk support building block: Customer based knowledge support | Telephone Technical Support | Online technical support | Knowledgebase Access | Raydesk releases and updates

Raydesk customers and partners can rely on Stickfish web based support and the Raydesk wiki for a large variety of information and services. Check out our brand new feature rich forum and the wiki-based knowledge database resources for the community of desktop virtualisation professionals. We provide access to a broad range of structered support documents not only for the Stickfish Raydesk vitrual desktop, but also for other desktop virtualisation solutions, such as Sun Ray, VMware, WYSE, or HP.

Profesional support levels - support matrix

Features	Raydesk free installation support	Raydesk core support	Raydesk basic support	Raydesk advanced support
Time frame	60 days from purchase	12 month minimum (one year prepaid)	12 month minimum (one year prepaid)	12 month minimum (one year prepaid)
Customer based knowledge support	NA	NA
Online technical support	9/17 business hours assistance	9/17 business hours four-hour response	9/17 business hours four-hour response	24/7 two-hour response
Telephone technical support	9/17 business hours assistance	NA	9/17 business hours four-hour response	24/7 two-hour response
Raydesk knowledgebase and wiki access
Raydesk releases and updates

Free Raydesk unlimited installation support

Free unlimited installation and compatibility support for Raydesk partners and clients is available during business hours Monday – Friday 9:00 – 17:00 and guaranteed reaction time is on the same day after placing a service request. After business hours support is also available for aditional cost as per the Raydesk Core Support. If you cannot troubleshoot your installation and configuration, the Raydesk professional help-desk team will provide you with free installation support.

Raydesk core support

Core year-long professional Raydesk support includes technical support and maintenance of Sun Ray Server Software, Windows Connector, Raydesk software, and additional software of Raydesk installation via remote access only (VPN, SSH, iLOM, etc.). It includes the benefit of software assurance that guaranties access to new Raydesk versions and updates during the service period. This first level of Raydesk product support is available during business hours 9-17 and guaranteed reaction time is 4 hours after placing a service request. Only the web based Raydesk wiki is available. Support for operating systems, applications, or network is not included. Minimum number of supported seats is 20.

Raydesk basic support

Basic year-long professional Raydesk support includes technical support and maintenance of Sun Ray Server Software, Windows Connector, Raydesk software, and additional software of Raydesk installation via remote access only (VPN, SSH, iLOM, etc.). It includes the benefit of software assurance that guaranties access to new Raydesk versions and updates during the service period. This basic Raydesk product support is available during business hours 9-17 and guaranteed reaction time is 4 hours after placing a service request. Technical telephone and the web based help-desk are also available. Support for operating systems, applications, or network is not included. Minimum number of supported seats is 20.

Raydesk advanced support

Advanced year-long Raydesk professional support includes all of the above technical support levels and maintenance of Sun Ray Server Software, Windows Connector, Raydesk software, and additional software of Raydesk installation via remote access only (VPN, SSH, iLOM, etc.). It includes the benefit of software assurance that guaranties access to new Raydesk versions and updates during the service period. This advanced Raydesk product support is available 24H/365D and guaranteed reaction time is 2 hours during business hours and 4 hours every other time after placing a service request. On site assistance is available. Support for operating systems, applications, or network is not included. Minimum number of supported seats is 20.

Customer based knowledge support

Raydesk customers and partners work with a team of individual support engineers. Virtual desktop specialists maintain in-depth record of your actual solutions, delivered and installed.

Telephone Technical Support

You will receive telephone access to Raydesk helpdesk through this Raydesk support service covered by a team of technical support professionals within the coverage hours you choose (with no limit on the number of incidents).

Online technical support

You can contact Raydesk support for assistance within the coverage hours you choose (with no limit on the number of incidents). With Raydesk's customer help-desk defined priority process, you select the desired response time and have access to live call transfer in urgent service cases.

Knowledgebase Access

You receive around the clock online access to a large variety of in-depth Raydesk and general virtual desktop technical resources including Sun's and WYSE up to date documentation via Raydesk wiki. Broad collections of technical papers and best practice manuals. Full portfolio of Raydesk installation manuals, user guides and sizing documentation is continually updated to satisfy your technical library needs.

Raydesk releases and updates

You gain unlimited 24/7 online access to updates, add-ons, and patches for the Raydesk virtual desktop thanks to the professional Raydesk wiki system.