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For the latest version of this document, please go to:
http://www.overlandstorage.com/pdfs/SnapServer_NAS_Config_Guide.pdf
©2011 Overland Storage. All trademarks and registered trademarks are the property of their respective owners. The information contained herein is subject to change without notice and is
provided “as is” without warranty of any kind. Overland Storage shall not be liable for technical or editorial errors or omissions contained herein.
SnapServer
®
Configuration Guide
5
OverlandCare™ Services for SnapServer Systems and Software
OverlandCare is Overland’s premier service and support program. This program provides enhanced services for customers who
require either longer coverage periods or options that provide for higher system availability. We offer support upgrades at the time
of system sale and support extensions for up to five years after the initial system purchase. If your SnapServer solution includes
multiple products each item must be covered to the same entitlement. As a special incentive to keep your SnapServer 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.
5.1
OverlandCare Levels
There are four levels of OverlandCare, each offering a different range of services. As mentioned above, every SnapServer carries one
of these levels as its “standard warranty”, and customers can purchase upgrades and extensions for up to 5 years after the initial
system purchase. The four OverlandCare Levels are summarized in the table below.
OverlandCare Level 1
NBD Advance Parts
Replacement
OverlandCare Level 2
5x9xNBD Onsite Support
OverlandCare Level 3
5x9x4-Hour Onsite Support
OverlandCare Level 4
24x7x4-Hour Onsite
Support
Unlimited Web and Email Support
•
•
•
•
Access to Online Knowledgebase
•
•
•
•
Critical Software/Firmware Updates and Patches
•
•
•
•
24x7 Telephone Assistance
•
•
•
•
Remote Problem Diagnostics & Support
•
•
•
•
Next Business Day Advance Parts Replacement
•
•
•
•
Onsite Support Monday Thru Friday
•
•
•
Next Business Day Response for Onsite Support
•
•
•
4-Hour Response for Onsite Support
•
•
24x7 Onsite Support
•
5.2
Standard Warranty, Uplifts and Extensions For SnapServer Products
5.2.1
Standard Warranty
SnapServer products are covered by a three-year limited warranty which covers all aspects of the product. The standard warranty
for SnapServer includes the following:
Return to Factory parts warranty
9x5 Technical Telephone Support during Overland business hours excluding recognized public and company holidays
Software support for GuardianOS with updates and patches as available
For full details of current service programs, please refer
http://support.overlandstorage.com/support/service-coverage.html
