Hardware Support - Maintenance


SERVICE & SUPPORT

Register Products Here 

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
1

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.