Support Contracts
Gold
- Onsite maintenance contract – Monday to Friday, 9am to 5:30pm, 8 hour response1
- Unlimited telephone support3
- Advance replacement of hot swappable RAID components2
- Annual health check of United Digital RAID system (to be conducted on UD premises)4
- Access to the United Digital Online Support Services
Silver
- Unlimited telephone support1
- Advance replacement of hot swappable RAID components2
- Annual health check of United Digital RAID system (to be conducted on UD premises)4
- Access to the United Digital Online Support Services
Bronze
- 3 x telephone support calls – individual incidents5
- Advance replacement of hot swappable RAID components2
- Access to the United Digital Online Support Services
| (1) |
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Represents typical response times. |
| (2) |
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Advance replacement covers hot swappable RAID components covered under the manufacturers warranty. Invoice to be sent out for value of the new RAID component. On receipt of faulty component, a credit note will be issued. Products out of warranty will require a standard sales call. |
| (3) |
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Unlimited telephone support for the agreed duration of the service contract. Support calls to fall in line with the United Digital Problem Management Procedure |
| (4) |
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Annual health check to be scheduled by customer at their own discretion. Time taken to perform health check may vary dependent on RAID unit supplied. |
| (5) |
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3 x telephone support (incident specific) calls to fall in line with the United Digital Problem Management Procedure and are available to use throughout the agreed duration of the service contract. |
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