SUPPORT AND SERVICE PROGRAMS | Overview

With highly trained Technical Support Staff, Iron Systems prides itself in offering the best product support. Our server, storage and appliance products are backed by product support, configuration assistance, training, on-site maintenance services and more.

• For pricing information or additional details, please contact your designated Account Executive, or, send an email to sales@IronSystems.com.
• If you already have a Warranty Program and have questions about deliverables and/or period of coverage, please contact support@IronSystems.com.
• We offer a variety of customer support and service plans, and our Ironsystems Consulting Service team can further assist you with solutions outside traditional support offering. Read more»

Plans and Coverage	Ironsystems Standard	Ironsystems Advance	Ironsystems Silver	Ironsystems Gold	Ironsystems Platinum	Ironsystems Enterprise
Help Desk Support
Self Help via Online Knowledgebase
Resolution via Email (Web-Form)
Resolution via Email (Web-Form) + Phone
Coverage Hours	8am-5pm	8am-5pm	8am-5pm	24 x 7	24 x 7	24 x 7
Coverage Days	M-F	M-F	M-F	365 Days	365 Days	365 Days
Support Resolution Coverage
L1 Hardware Deploy - Quick Start Guide Assistance
L2 OS Installation & HW Troubleshooting
L3 Advance Configuration - OS / Apss / Network etc
L4 Data Center Config & Root Cause Analysis
Performance Review Meeting
Follow the Sun worldwide coverage
Hardware Service: Depot Repairs
Depot Repairs via RMA
Hardware Service: Onsite Repairs
On-Site Technician Visit
On-Site Response Time			Next Day*	Same	4 Hours*	Onsite Staff
On-Site Coverage Hours			8am-5pm	8am-5pm	8am-5pm	Onsite Staff
Hardware Service: Parts Replacement
Advance Parts Replacement
Terms: Coverage Period
Ironsystems Standard Warranty - Included (Years)	2	-	-	-	-	-
Ironsystems Warranty Extension - Option (Years)	1 (Total 3)	-	-	-	-	-
Ironsystems Premium Coverage - Option (Years)	-	1, 2 or 3	1, 2 or 3	1, 2 or 3	1, 2 or 3	1, 2 or 3

Iron Systems includes 2 Years of Standard Warranty Coverage on every system sold. The coverage period can be extended by 3 years. This warranty offering includes:

Help Desk Support:

• Support hours are 8 AM to 5 PM Pacific Time (Monday through Friday except holidays).
• Incidents can be reported via Email, Web, or Telephone.
• Access to Iron Systems' Self-Service Web Portal.

Hardware Services:

• Covers failure diagnosis and replacement of factory parts and depot repair labor.
• Depot Repairs:

• For repair of product and/or shipment of replacement parts, a Return Material Authorization (RMA) number is required and will be provided by Technical Support following failure diagnosis.
• Depot Repair turn-around time is 5 days, not including shipping time (RMA required).

• Replacement Parts are shipped upon receipt of failed parts (RMA required). Iron pays shipping one way.

Terms of Coverage:

• 2, or 3 year standard limited warranty (RMA only - no on-site service).
• Warranty is valid from the date of shipment.
• Items outside Warranty Coverage will be presented to the customer as billable along with a time & materials quote prior to repairs being executed.

Recommended for Data Centers with a Redundant Infrastructure and a Dedicated On-Site Support Staff that can diagnose and remedy hardware issues with minimal support

Customers can upgrade their Standard Warranty with an option for Advanced Parts Exchange. This plan offering includes:

Help Desk Support:

• Support hours are 8 AM to 5 PM Pacific Time Time (Monday through Friday except holidays).
• Incidents can be reported via Email, Web, or Telephone.
• Access to Iron Systems' Self-Service Web Portal.

Hardware Services:

• Covers failure diagnosis and replacement of factory parts and depot repair labor
• Replacement Parts will be shipped on the same business day (next business day if after Noon PST) upon diagnosis of failure and issuance of an RMA number. Iron pays shipping both ways in North America. Iron Pays Shipping one way International.
• Failed parts must be returned to Iron within 15 Business Days. Iron reserves the right bill for parts not returned within 15 Business Days at the then current fair market value.

Terms of Coverage:

• 1, 2, or 3 year standard limited warranty (RMA only - no on-site service).
• Warranty is valid from the date of shipment.
• Items outside Warranty Coverage will be presented to the customer as billable along with a time & materials quote prior to repairs being executed.

Recommended for Standard Warranty Customers Needing Replacement Components On-Site with the least possible delay or repair or replenishment.

Customers can upgrade their Standard or Standard/AE Level Warranty to the Silver Level Service Plan. This plan offering includes:

Help Desk Support:

• Support hours are 9 AM to 5 PM Pacific Time (Monday through Friday except holidays).
• Incidents can be reported via Email, Web, or Telephone.
• Access to Iron Systems' Self-Service Web Portal.

Hardware Services:

• Covers failure diagnosis and replacement of factory parts and depot repair labor.
• Onsite Service:

• The hours of coverage for onsite services are Next Business Day from 8:00 AM to 5:00 PM local site time.
• On-site service levels require that necessary spare parts be on site prior to dispatch of an Engineer. For best service levels we strongly recommend that spares and spares kits be obtained at the time of purchase.

• Twice Yearly Performance Review meetings included

Terms of Coverage:

• 1, 2, or 3 year standard warranty with Next Business Day on-site response.
• Warranty is valid from the date of shipment.
• Items outside Warranty Coverage will be presented to the customer as billable along with a time & materials quote prior to repairs being executed.
• The necessary spare parts are required to be on site prior to dispatch of an Engineer for onsite service support. We strongly recommend that spare kits are purchased at the time of original purchase of equipment and stocked in a safe cage.

Recommended for Data Centers with a Dedicated Staff Remote from Data Center that can at least temporarily remedy situations with little external aid.

Customers can upgrade their Standard, Standard/AE, or Silver Level Warranty to the Gold Level Service Plan. This plan offering includes:

Help Desk Support:

• Technical Support available 24x7 x 365.
• Incidents can be reported via Email, Web, or Telephone.
• Access to Iron Systems' Self-Service Web Portal.

Hardware Services:

• Covers failure diagnosis and replacement of factory parts and labor.
• Onsite Service:

• The hours of coverage for onsite services are Next Business Day from 8:00 AM to 5:00 PM local site time.
• On-site service levels require that necessary spare parts be on site prior to dispatch of an Engineer. For best service levels we strongly recommend that spares and spares kits be obtained at the time of purchase.

Terms of Coverage:

• 1, 2, or 3 year standard warranty options with Same Day on-site response.
• Warranty is valid from the date of shipment.
• Items outside Warranty Coverage will be presented to the customer as billable along with a time & materials quote prior to repairs being executed.
• The necessary spare parts are required to be on site prior to dispatch of an Engineer for onsite service support. We strongly recommend that spare kits are purchased at the time of original purchase of equipment and stocked in a safe cage.

Recommended for data centers that provide services relied upon for critical functions.

* Please call Support for available locations, mostly available in US, UK and Canada

Customers can upgrade their Standard, Standard/AE, Silver, or Gold Level Service to the Platinum Level Service Plan. This plan offering includes:

Help Desk Support:

• Technical Support available 24x7 x 365.
• Incidents can be reported via Email, Web, or Telephone.
• Access to Iron Systems' Self-Service Web Portal.

Hardware Services:

• Covers failure diagnosis and replacement of factory parts and labor.
• Onsite Service:

• The hours of coverage for onsite services are Next Business Day from 8:00 AM to 5:00 PM local site time.
• On-site service levels require that necessary spare parts be on site prior to dispatch of an Engineer. For best service levels we strongly recommend that spares and spares kits be obtained at the time of purchase.

• Monthly Performance Review meetings included

Terms of Coverage:

• 1, 2, or 3 year standard warranty options with 4 hours, same day on-site response.
• Warranty is valid from the date of shipment.
• Items outside Warranty Coverage will be presented to the customer as billable along with a time & materials quote prior to repairs being executed.
• The necessary spare parts are required to be on site prior to dispatch of an Engineer for onsite service support. We strongly recommend that spare kits are purchased at the time of original purchase of equipment and stocked in a safe cage.

Recommended for Unattended Data Centers that provide services relied upon for Critical Functions, and hold Spare Systems

* Please call Support for available locations, mostly available in US, UK and Canada

Customers can upgrade their Standard, Standard/AE, Silver, Gold or Platinum Level Service to the Enterprise Service Plan. This plan offering includes:

Terms of Coverage:

• 1, 2, or 3 year or longer customized service contract options.

Hardware Services:

• Prescheduled weekly scheduled data center maintenance visits or Onsite Full-time dedicated staff to assist with:

• Event log monitoring, notification and management of all critical devices including hardware health, OS and Application health.
• Server deployment into rack and Configuration setup.
• Server rack cabling and rack equipment setup.
• Firmware, Driver, OS, applications and component upgrades and preventive maintenance.
• Disposal and Recycling.

• Discounting program for on-site spares options.

Help Desk Support:

• Incidents can be reported via Email, Web, or Telephone.
• Custom Technical Support Options.
• Internal Service Desk Management options

Recommended for Very Large Scale Data Centers to expedite repairs through on-site facilitation and coordination of systems and/or parts exchanges.

* Please call Support for available locations, mostly available in US, UK and Canada