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Service & support
Support and services offerings for StoreVault products ensure
maximum access and availability to data residing on StoreVault systems. Our
Support and Services Offerings cover:
- Direct access to global Product Support Centers via
telephone, email, and web
- Download of latest Software releases and Maintenance
updates
- Comprehensive Hardware Warranty Services programs
- Unlimited access (24X7) to the Online Self-help System
Software Support
StoreVault products are supported by global Product Support
Centers which operate 24X7X365. Customers can contact a Product Support Center
via the web, e-mail, or a toll-free telephone number and the call will be
automatically routed to the Support Engineer best qualified to assist with a
specific question or issue.
Software Maintenance
Software Maintenance programs include download access to
latest software technology, maintenance, and fixes available for our products.
On-line Self-Help System
The Online Self-help System provides customers with the
fastest responses to questions, assists with issue resolution and ensure timely
and efficient communications. The Online Self-Help System (OSS) is available
24X7X365. By accessing the OSS customers can:
- Submit Service Requests
- Monitor Service Request status
- Track RMA shipments
- Monitor Service Dispatch status
- Find a solution in our knowledge-base
- Browse through technical white-papers
- Review product release notes
- Read technical updates and bulletins
- Download product documentation
- Download latest software maintenance releases
Hardware Warranty
Services Offerings
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Hardware
Warranty is simply a guarantee that if a piece of hardware should fail to
function properly, under normal use during the warranty period, then the
hardware will be repaired or replaced by the manufacturer.
Once our
Product
Support Center engineer has completed the troubleshooting and problem
analysis, on the customer-reported product issue, and has determined that
the issue is related to a hardware malfunction or failure, that Product
Support Engineer will initiate the Hardware Warranty Service process.
Customers can choose from several Hardware Warranty Service Offerings
available for our products (available in annual increments for a maximum
of 3 years): |
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Standard Hardware Warranty Service |
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Included in the product
purchase price
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Two years (24 Months)
from the date of product shipment
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Advanced replacement for
malfunctioning parts
i.
Replacement part will be shipped Next Business Day (NBD)
a.
M-F (holidays excluded)
ii.
Customer must return the malfunctioning part within 15 days
a.
Customer is responsible and may be billed for all Non-return
Parts after 15 days
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9X5 Telephone Support
(Local Time)
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On-line RMA shipment
tracking
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Available as a year
three Extended Warranty offering
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Premium Hardware Warranty Service |
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Available as a
replacement offering for two-year (24 Months) Standard Hardware Warranty
Service
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Available as a year
three Extended Warranty offering
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9X5X4 On-site Break-Fix
service
i.
Technician arrives with parts within 4 hours from the time of
dispatch
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M-F (holidays excluded)
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9X5 Telephone Support
(Local Time)
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On-line Dispatch Status
monitoring processing and shipment tracking
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