COVERAGE

As a trusted global partner of storage solutions, HVE delivers SnapServer data management and backup solutions that are backed by world-class service and support. SnapServerCare uplift and extension support offerings serve as a compliment to the standard SnapServerCare product warranty associated with each HVE Snap product, ensuring that our customers have the optimal level of service and support required to meet their needs.

The Service Level Agreement (SLA) does not guarantee break/fix support. Once Technical Support determines which spare part shall be replaced, 90% are fixed by SLA.

Standard Warranty Uplift Options Extension Options
SnapServer XSR Series HVE SnapServerCare
Bronze 3 years included
HVE SnapServerCare
Gold (1 and 3 years)

HVE SnapServer Care
Silver (1 and 3 years)

HVE SnapServer Care
Bronze (1 and 3 years)
HVE SnapServerCare
Gold (1 and 3 years)

HVE SnapServer Care
Silver (1 and 3 years)

HVE SnapServer Care
Bronze (1 and 3 years)
HVE SnapServerCare Warranty Offerings Gold[2] Silver[2] Bronze Copper
9x5 telephone support
Unlimited web and email support
Access to the online documentation
Firmware updates and patches
Remote problem and diagnostic support
2 Business day parts replacement[1]
Reserve drive provided
Onsite part replacement (in certain regions)




[1] DISCLAIMER – 2 business days is the projected time to ship. SnapServer makes a best effort to deliver as quickly as possible, but due to factors out side of normal operations, such as force majeure, shipping delays, civil unrest, and customs inspections, delivery times may be extended.

[2] DISCLAIMER – Silver coverage not available for ND models. Onsite support for Gold coverage is available for ND models, but no reserve drive is provided.