DW
®
Troubleshooting Guide
SERVICE LEVEL OFFERING BASED PER PRODUCT
DW’s Blackjack Rack 2U chassis with single and dual processor servers are backed by a 5-year, on-site, NBD, Keep
Your Hard Drive warranty to ensure peace of mind.
WHEN IS ON-SITE SUPPORT APPLICABLE?
NBD support is available when a hardware malfunction or error occurs on a DW Blackjack Rack server and a DW
Technical Support specialist has verified and determined that onsite support is necessary.
WHEN IS, ON-SITE SUPPORT DISPATCHED? *
A DW Technical Support specialist must confirm that a hardware malfunction or error is present. Also, the DW
Technical Support specialist must determine that a component replacement is required before onsite support
representatives can be dispatched. Initial troubleshooting is to be performed by a DW Technical Support specialist
and the installer. Once onsite support is authorized, it can be dispatched the next business day.
Before onsite support is dispatched, the information below must be provided for the location where the faulty server
will be:
• Contact person (must be on location and with authorized access to the server).
• Telephone number
• Address (to the location where the server will be at the time of the appointment).
*NOTE:
Onsite support is usually authorized between 09:00 AM and 4:30 PM local time using the DW Technical Support help desk or phone
(Vary by location. Excludes weekends and public holidays. Changes to the scheduled onsite appointment must be confirmed with DW’s
Technical Support).
WHAT IS COVERED IN THE SUPPORT PROCESS?
• Onsite Support
Onsite support covers the replacement of faulty parts and hardware following DW’s Product Warranty. Please
note that onsite support response times and availability may vary by location.
• Technical Support
DW Technical Support specialists will assist with system configuration changes needed to get a fully operational
system. DW Technical Support will assist in establishing the same configurations as the out-of-the-box settings.
Any changes, alterations, or customizations are not covered.
• Keep Your Hard Drive Service
This service allows users to keep physical control of faulty hard drives, ensuring that sensitive, classified, or
proprietary data is secured.
Once the standard diagnostics procedure is complete, and it is determined that the system has a faulty hard drive,
the “Keep Your Hard Drive” service allows users to maintain ownership of the faulty drive and a replacement drive
shall be provided and installed by the onsite support technician.
Copyright © DW. All rights reserved. Specifications and pricing subject to change without notice.
REV: 02/21
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