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Service and 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.
All Standard and Premier Software Support and Maintenance Offerings are available in annual increments up to a maximum of three (3) years.
Basic Support (45 days)
Included in the product purchase price
Begins 45 days from the date of the product shipment
Includes 9X5 installation and configuration support for both hardware and software
Includes software downloads
Standard Support and Maintenance
Covers 12 months from the date of product shipment
Includes 9X5 Telephone Support
Includes 9X5 E-mail Support
Includes 24X7 unlimited web access
Entitles downloading maintenance updates and service packs
Includes one hour (1hr) callback/response
Premier Support and Maintenance
Covers 12 months from the date of product shipment
Includes 9X5 Telephone Support
Includes 9X5 E-mail Support
Includes 24X7 unlimited web access
Entitles downloading maintenance updates and service packs
Includes thirty minute (30min) callback/response
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 -
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):
Standard Hardware Warranty Service
Two years (24 Months) from the date of product shipment
Advanced replacement for malfunctioning parts
-Replacement parts are shipped Next Business Day (NBD)
-Monday through Friday only, holidays excluded
-Customer must return the malfunctioning part within 15 days
-Customer is responsible and may be billed for parts not returned after 15 days
9x5 hardware telephone support
On-line RMA shipment tracking
A third year extension is available
Premium Hardware Warranty Service
Replaces and upgrades the standard hardware warranty
9x5x4 hour response on-site break-fix service
-Technician arrives with parts within 4 hours from the time of dispatch
-Monday through Friday only, holidays excluded
24x7 hardware telephone support
On-line dispatch status monitoring, processing and shipment tracking
A third year extension is available
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