Advance Parts or/and Server Replacements Service

IRON Global can keep an inventory of all parts on-hand, allowing us to cross-ship them to the customer’s site when a return merchandise authorization (RMA) is received. If you prefer, we can also keep an inventory of finished appliances in-stock, allowing us to ship a full replacement at the same time the customer is returning the current unit. Replacement units ordered by 100 PM PST will be shipped the same day.

Depot Repair Services

Customers can fully outsource their hardware system repair and maintenance to IRON Global. We offer, out-of warranty repairs, product refurbishment to convert it “like new” condition (system and packaging) and make it ready for re-ship, product upgrade services, repairing of damaged systems.

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IRON Global will track all repair orders throughout the entire process. All the depot repair units are segregated into individual pools based on their types such as RMA, returns for stock, refurbishment, upgrade etc and reported back to customer with pool status and failure-analysis report. Sales and technical support work as a team to resolve problems efficiently, and keep end users up-to-date with information.

Anytime Last-Mile Domestic and Global Hardware Service

In addition to the standard warranty, IRON Global offers an last-mile warranty that is good for repairs at the customer location. Options include one, two, or three years, plus four-hour or next-day service. One of the keys to outstanding customer service is a fully functional, easy-to-use return merchandise program. IRON Global has the mechanisms in place to help you look world class in the eyes of your customers.

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 9am-5pm 9am-5pm 9am-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
Last-Mile Technician Visit
Last-Mile Response Time Next Day* Same 4 Hours* last-mile Staff
Last-Mile Coverage Hours 9am-5pm 9am-5pm 9am-5pm last-mile 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