HVE is constantly working on improving the SnapServer product lines that provide great performance all the while being reliable and easy to support. The culmination of this effort has resulted in a flexible SnapServerCare© program offering tiered levels of support.
New SnapServer units come with standard 3-year Bronze support coverage. Each unit can be upgraded to Silver or Gold at the time of purchase or at any time during the 5-year lifecycle of the unit. Hardware and software support via Bronze, Silver, or Gold can be extended up to 5 years after the purchase date, and software-only support is available via Copper up to 8 years after the purchase date. Servers are end-of-life after 8 years and no support programs are available afterward.
Servers with an expired support program past a 60-day grace period require a re-certification process in order to renew the program. Contact your HVE SnapServer sales representative for details.
The four levels of SnapServerCare© provide a simple, effective system for ensuring your SnapServer appliance is up and operational as quickly as possible. Warranty coverage and service options may differ by product and region.
|9x5 phone support||•||•||•||•|
|GOLD:||9x5 technical support, onsite parts replacement on FRU parts, ships within 2 business days. CRU parts are replaced by the customer. One reserve “cold drive” provided to customer for each warranted unit. GOLD is only available for certain regions. Please check with your SnapServer sales team for availability.|
|SILVER:||9x5 technical support, parts replacement ships within 2 business days, no onsite support or onsite replacement. Customer responsible for replacement of both FRU and CRU parts. One reserve “cold drive” provided to customer for each warranted unit.|
|BRONZE:||9x5 technical support, parts replacement ships within 2 business days, no onsite support or onsite replacement. Customer responsible for replacement of both FRU and CRU parts. This is the standard warranty that comes with all new appliances for 3-years.|
|COPPER:||9x5 technical support only. Offered only for select end-of-life models. No hardware replacement offered, technical support only. No onsite support or onsite part replacement. Contact sales for current list of supported models.|
FRU Parts: Field Replacement Units generally consist of main-body, circuit-board related components that would be best removed or replaced by a technician without having to send the entire product or system to a repair facility. FRU may include motherboards, memory modules, power supplies, fans, backplanes, front panel indicators, and in some cases internal cables.
CRU Parts: Customer Replaceable Units generally consists of parts or components that can be removed or replaced by the customer. While not exhaustive, CRU parts may include hard drives, CMOS batteries, PCI cards, or external cables.
Snap Support will diagnose the potential defective part and determine if the part is considered FRU or CRU.
HVE is also pleased to offer add-on components to any tier of support as needed. These include:
SNAPSERVERCARE SECURE DRIVE EXCHANGE PROGRAM
An add-on to our standard warranties that provides an additional security mechanism to customer data. This addition allows the customer to retain the failed drive for destruction in accordance with their company security policies.
 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 outside of normal operations, such as force majeure, shipping delays, civil unrest, and customs inspections, delivery times may be extended.
 DISCLAIMER – Silver coverage not available for ND models. Onsite support for Gold coverage is available for ND models, but no reserve drive is provided.