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Support

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)   Represents typical response times.
(2)   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)   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)   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)   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.