STORServer Warranty and Support

Warranty covers the workmanship of the products and components understood as the Backup Appliance. Warranty includes replacement or repair, at the discretion of STORServer, for any hardware or software product or component supplied as the Backup Appliance.

Support covers the diagnostic search and ultimate discovery of a customer identified problem with their Backup Appliance. If, in this discovery, a problem is identified as a hardware or software product failure, and the products are under warranty, then the warranty replacement or repair process begins. If the products are outside of the 3-year warranty, or the customer is not under an active Maintenance Contract, then the repair process will only begin if the customer pays for the repair.

Support is used to determine problems. Warranty is used to determine if problem repair costs are covered by STORServer.

The 3-year warranty is only valid as long as a customer has an active Maintenance Contract for Support in place. Without a Maintenance Contract, the warranty is only valid for one year.

If the problem can be fixed remotely, Support will work with the customer to repair the problem. If the problem requires on-site repair, and the warranty coverage calls for such on-site repair, then Support will arrive on-site and repair the problem. Maintenance Contracts are sold in order to engage Support.

Maintenance Contracts are in place during pre-paid time periods - 8x5, 7x24. A "Platinum" Maintenance Contract includes some extra daily operations/management services beyond 7x24. A customer can purchase up or down on the Maintenance Contracts on a monthly basis. On-Site Maintenance is at the discretion of STORServer, unless a customer pays for this service. Warranty requires the customer to ship the damaged product to STORServer after receiving their advanced shipped part. Outside of Warranty, a customer must ship the damaged product to STORServer first.

This Warranty supercedes everything supplied by our OEMs in our BOM, unless a customer does not buy Maintenance. In that case, the warranties then revert to the individual manufacturer warranties, and the customer would be required to contact the individual OEMs for maintenance contracts.

Backup Appliance Technology is Different

How Does It Work?

How Do You Configure Your Backup Appliance?