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OverlandCare Support Programs - Support for your Overland Storage Hardware

Overland Storage Support Options

Assuring the availability of your Overland Storage solution is a critical part of your overall protected data storage strategy. Overland has made selecting and obtaining the proper level of support for the entire life of your product easy and affordable. While all Overland products are covered by an initial standard warranty, many users require either longer coverage periods or support options that provide for higher system availability. For these users we offer support upgrades and extensions to the standard warranty at the time of system sale as well as support renewals and several different service enhancement options.  If your Overland Storage solution includes multiple products each item must be covered to the same entitlement.  As a special incentive to keep your Overland Storage product covered for a longer period of time we offer a discount on multiple years of support coverage when purchased at the time of sale.

Overland products are covered by an original equipment warranty which covers replacement of any defective material as well as telephone technical support and software maintenance providing upgrades and patches as available. The original equipment warranty length and delivery method varies by product. Please see our Coverage Guide for details on your specific product.

Overland engineering is constantly at work to develop products which are more reliable and easier to support. The culmination of this effort in our lines of SnapScale, SnapServer, SnapSAN, RDX and NEO-Series products has resulted in flexible OverlandCare service offerings available depending on your specific needs.

Please contact us at 866 801 2944 and talk to your BackupWorks.com Rep. about the right support option for you.  Feel free to ask for a quote.

Four levels of OverlandCare support are available.

  •  Bronze – 9x5 Telephone support; Advanced parts replacement, 2 business day delivery
  • Silver – 24x7 Telephone support; 9x5, Next business day Onsite of FRUs
  • Gold – 24x7 Telephone support; 9x5, 4-hour onsite (normal business hours) Next Business Day Onsite of FRUs and CRUs
  • Plantinum – 24x7 Telephone support; 24x7x365, 4-hour onsite

Warranty coverage and OverlandCare service options may differ by product; however the OverlandCare offerings available are standardized for all Overland products to simplify your service offering decision.  The table below outlines the details of each OverlandCare service level. Click here to download the OverlandCare Support Programs Datasheet.

 

OverlandCare Warranty Offerings Bronze Silver Gold Platinum

9x5 telephone assistance Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX    

24x7 telephone assistance     Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX

Unlimited web and email support Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX

Access to on-line knowledge base Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX

Firmware updates and patches Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX

Remote problem and diagnostics support Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX

2 Business day advanced CRU parts replacement Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX    

Next business day advanced FRU parts replacement   Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX  

Next business day advanced CRU parts replacement     Dynamic RAID SnapServer DX  

Next business day response for onsite support   Dynamic RAID SnapServer DX Dynamic RAID SnapServer DX  

24x7x4-Hr. response for onsite support       Dynamic RAID SnapServer DX

 

Overland Care Support Options - Uplift and Extensions - Click Here

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