Assuring the availability of your HVE solution is a critical part of your overall protected data storage strategy. HVE has made selecting and obtaining the proper level of support for the entire life of your product easy and affordable. While all SnapServer products are covered by an initial standard warranty, many users require either longer coverage periods or support options that provide for higher system availability. For these users we offer support upgrades and extensions to the standard warranty at the time of system sale as well as support renewals and several different service enhancement options. If your SnapServer Storage solution includes multiple products each item must be covered to the same entitlement. As a special incentive to keep your SnapServer Storage product covered for a longer period of time we offer a discount on multiple years of support coverage when purchased at the time of sale.
SnapServer products are covered by an original equipment warranty which covers replacement of any defective material as well as telephone technical support and software maintenance providing upgrades and patches as available. The original equipment warranty length and delivery method varies by product. Please see our Coverage Guide for details on your specific product
SnapServer engineering is constantly at work to develop products which are more reliable and easier to support. The culmination of this effort has resulted in flexible SnapServerCare service offerings available depending on your specific needs.
Four levels of SnapServerCare support are available. Warranty coverage and SnapServerCare service options may differ by product; however the SnapServerCare offerings available are standardized for all SnapServer products to simplify your service offering decision.
- Bronze: 9x5 telephone support; advanced parts replacement with 2 business day delivery
- Silver: 9x5 telephone support; next business day onsite (FRUs); advanced parts replacement of CRUs
- Gold: 7x24 telephone support: next business day onsite (FRUs & CRUs)
- Platinum: 7x24 telephone support; 24x7x365 onsite with 4-hour response
SnapServer Add-on Service Enhancements
While the standard SnapServer support programs are designed to provide the services that most of our customers require, we understand that your needs may be different and have created a selection of service enhancements to augment whatever level of SnapServer support you have chosen. These include Secure site drive replacement and Supplemental Software maintenance. For additional details on the add-on service enhancement options offered, go to the SnapServer Service Enhancements section.