Hardware Support - Maintenance


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Program Overview

Limited silver gold
Term Length
Maximum of 4 years
2 years with product registration1 1 year, 2 year, or 4 years2 1 year, 2 year, or 4 years2
Telephone Access Access (8/5) Access (8/5) Anytime Access (24/7)
Hardware Replacement Return to Factory – 10- to 14-day RMA post receipt of failed unit Advanced Replacement – Next-business-day RMA4 Advanced Replacement – Next-business-day RMA4
Response Time Within 24 hours Based on Severity level3:
1, 2 = 4 hours
3, 4 = 12 hours
Based on Severity level3:
1, 2 = 2 hours
3, 4 = 8 hours
Follow Up Time Within 5 days Based on Severity level3:
1 = Every 8 hours
2 = Every 2 days
3, 4 = Every 5 days
Based on Severity level3:
1 = Every 4 hours
2 = Daily
3, 4 = Every 3 days
Media Retention Option not available Option not available

• Available for Gold customers
• Separate SKU (SwithView SC, Avocent® Universal Management Gateway)

1 Government and European customers excluded
2 HMX and AMX™ excluded in 4-year offering
3 See detailed Severity table below
4 Reasonable efforts will be made to ship same day for requests received by 2:00 p.m. Circumstances such as customs, duties, tariffs and receipt mechanisms at customer locations may affect actual delivery time.


Additional Detail of Severity


Severity Description Examples

Complete loss of service for all users. Causes direct
revenue loss.
* Combined hardware value is greater than $2,500

This will affect a large group of customers or causes direct revenue loss.
2 Limited loss of service. No acceptable work-around available. Operations can continue in a limited fashion.
* Does not cause direct revenue loss.
Many customers are not able to use an application but can perform other work-related duties. An application is down but does not directly affect revenue.
3 Minor impact to limited functionality. Functional via workaround. Inconvenience. Minimal affect to productivity. A problem that affects an individual user but there is an alternative.
4 No loss of service. Request for information. 'How To' questions. Requests for information.


RMA Details:

Advanced Replacement (offered with Silver or Gold maintenance agreement):

The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.

Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):

The customer keeps the dead unit and sends a certificate of destruction within a set period of time.

Next Steps:

Contact your Avocent sales rep for SKUs, pricing and additional information.