STORServer Support Options

System AdministratorSTORServer support is the single point of contact for all components of the solution. STORServer customers have one number to call for any issues that arise with their backup appliances or software. No need for multiple calls to multiple vendors. Customers work directly with knowledgeable consultants who are familiar with the environment and will diagnose and resolve issues quickly.

The menu of support services offered by STORServer is outlined below. Each option includes a choice of 8×5 or 24×7 support. STORServer Solution Support also has a Platinum support option which provides remote management services including full dial-up operation of the appliance environment, running schedules, event log checking and trending.

Solution Support (8x5 or 24x7 or Platinum)Hardware Only Support (8x5 or 24x7)Hardware - No Support
  • One call for support on any component of the solution
  • Three year warranty **
  • Full diagnostic support of the environment
  • Remote dial-in diagnostics available
  • Knowledge base search
  • Remedial assistance
  • Support calls logged electronically or on the phone
  • Guaranteed four hour response time
  • Some components are considered ‘customer replaceable’
  • Next business day on-site support for hardware service*

* At STORServer, Inc. discretion. **With active STORServer Support Contract

  • Three year warranty**
  • Problem reports logged electronically or on the phone
  • Guaranteed four hour response time for problem reports
  • Some components are considered ‘customer replaceable’
  • Next business day on-site support*
  • No diagnostic support provided

* At STORServer, Inc. discretion. **With active STORServer Support Contract

  • Manufacturer warranty only
  • Problem reports logged electronically
  • STORServer dispatches problem report to manufacturer
  • No diagnostic support provided
  • Next business day on-site support for hardware service*
  • Upgrade to four hour on-site available.

* At STORServer, Inc. discretion. 

 

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* Click HERE to log a Support Call