STANDARD WARRANTY
The standard warranty program includes free firmware and software upgrades and covers all Nexsan supplied hardware components including, drives, power supplies, fans, controllers, servers, chassis, switches, PDUs and cabling. Nexsans warranty also includes upgrades and maintenance releases for all Nexsan supplied Software. Upon verification of failure, replacement components will be advance shipped to you for delivery in three business days. Return material authorizations (RMAs) will accompany all components shipped and can be issued by Nexsan either by telephone, fax, or email. The warranty period starts from the date of shipment from Nexsan. . The specific length of Standard Warranty varies depending upon your specific product. Please see the product specific support page for more information. Warranty coverage can also be extended beyond the original warranty period.
NEXSAN REGULAR BUSINESS HOUR TELEPHONE AND WEB SUPPORT
Nexsan regular business hour support provides English language standard support. This is available via telephone Monday through Friday during Nexsan Business Hours 9:00 am to 5:00 pm local time at our two support centers located in San Diego, California, USA and Derby, UK. In addition to contacting us via our worldwide telephone numbers, many customers choose to contact us via email or our website during Nexsan Business Hours. Telephone calls, emails or web service requests received after Nexsan business hours will be addressed on the next business day. Customers with 7x24 contracts should always contact us via telephone to assure appropriate response times. If all you need is of our latest software, firmware and management tools, they can be accessed and downloaded 7x24 from the support section of our website.
To ensure the highest level of support quality, all of our support centers are staffed by Senior Field Application Engineers who can provide telephone support, ship replacement components and provide onsite service if required. The specific level of support available is dependent upon the service options you choose. Most of our support inquires are resolved on the initial call and, with our globally connected call tracking and communication system, we provide the same level of quality support worldwide.
7 DAY X 24 HR TELEPHONE SUPPORT
For our customers who desire 7x24 access to our Technical Services Group we offer 7x24 telephone support. This support level provides around the clock telephone support coverage. 7x24 support customers will receive a special support hotline telephone number for around the clock access. Any required hardware component replacement will be provided at the response level of the current warranty or uplifted support contract. To add 7x24 telephone support for your product please contact your Nexsan sales representative for a quotation.
ONSITE MAINTENANCE
Nexsan offers worldwide onsite support and maintenance options. Onsite maintenance is a break-fix support program. This coverage provides for a trained field engineer to come to your site and replace any failed hardware component. There are two options for onsite maintenance support: 7x24x4 and NBD.
- 7x24x4 onsite maintenance support provides onsite availability 7 days a week 24 hours a day for the ultimate in support availability and ease. Once the issue is diagnosed by a Nexsan technical support representative, a field engineer will be dispatched to the site. And, if needed, will arrive at the location within 4 hours. 7x24 onsite support customers will receive a special support hotline telephone number for around the clock access.
- Next business day onsite maintenance provides onsite availability for our customers who do not need the around the clock response of our 7x24x4 program. Under this coverage a trained field engineer will respond to your location on the next business day following the initial call. To initiate an onsite visit all you need to do is call our Technical Services Group and we will assist in diagnosis and dispatch an onsite technician as required. A call tracking number will be issued for your convenience. Onsite support availability and costs may vary by region and country, please consult with your sales representative for specific regional details. (note: Nexsan onsite maintenance does not provide coverage on Nexsan holidays. .)
After the first year warranty, both 24x7x4 and NBD onsite programs will include coverage for all Nexsan supplied hardware components in addition to telephone and software support at no additional charge.
ON LOCATION PRE-EXCHANGE PROGRAM
Nexsan products are designed with ease of service in mind. Commonly used components are easily replaced. The pre-exchange program enables maximum protection of Nexsan storage systems by providing customers with on location spares or even a complete chassis. Nexsan offers onsite spares kits specifically designed for self service. These spares kits combined with the 7x24 telephone support program are a great option for remote locations where onsite support may not be available. Defective components will be advance replaced to quickly replenish the spares kit. To purchase a recommended spares kit for your product please contact your Nexsan sales representative.
PROFESSIONAL SERVICES
Nexsan Professional Services can assist with solution design, installation and implementation. Our onsite specialists can assist in configuring your system, integrating it into your environment and can even assist in performing application and data migration. Onsite Professional Services are priced at daily rates and can be purchased for one or more days. Web assisted professional services can also be arranged on request. Contact your Nexsan sales representative or the Nexsan Technical Services Group for more information.
