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Overland Storage ARCvault Autoloader Support


ARCvault 12 Autoloader - 12 Slots by Overland Storage ARCvault 24 Autoloader - 24 Slots by Overland Storage ARCvault 48 Autoloader - 48 Slots by Overland Storage

Overland Storage ARCvault Autoloader Support Options

Assuring the availability of your Overland Storage® Tape 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 during the initial warranty period and support extensions after that period ends. 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 product sale. We realize that different users have different availability needs when it comes to their tape based data storage solutions. While some customers can tolerate a minor amount of down time, or may not require continuous system operation on weekends, others may require a rapid return to operation during the night or on holidays. For each of these users we offer a specially designed level of support.

For users with a high tolerance for down time our economical XchangeNOW support may be the right solution.

• Lowest cost support offering
• 24x7 Access to web based self support
• Standard Business day technical Support access, response time dependant on engineer availability
• Advance replacement of product of FRU within 2 business days of diagnosis

Bronze level support
When system availability is more critical or your technical access to exchange defective products is limited our Bronze level support is the lowest cost alternative providing on-site repairs performed by a trained Overland authorized engineer.

• Low cost
• 24x7 Access to web based self support
• Standard Business day technical Support access, Standard response time, excluding recognized public and company holidays
• Next Business day on site repair response following diagnosis

Silver level support
Most users find that the availability of their data storage equipment is critical to the operation of their business and even a few days of down time is unacceptable. For these customers our Silver level support may be the correct solution. Silver level support offers all of the features of our Bronze solution with the additional benefit of a more rapid 4 business hour, same business day support and on site response time.

• 24x7 Access to web based self support
• Standard Business day technical Support access, Enhanced response time, excluding recognized public and company holidays.
• 4 hour, business day, on site repair response following diagnosis

Gold support
Our Silver level support does not provide for on site repairs after standard business hours, on weekends, or holidays. For our customers with the most critical data storage demands where availability 365 days a year is required our premium level Gold support is the solution of choice. Gold support provides you with all of the premium features of our Silver level support plus access to these services 24 hours a day, 7 days a week, 365 days a year.

• 24x7 Access to web based self support
• 24x7x365 Technical Support, Enhanced response time
• 4 hour, any time, on site repair response following diagnosis

For specific information about support availability and pricing see our product listings below or feel free contact us at 866 801 2944

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