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Overland Storage® offers you industry leading product warranties that provide technical support, repair or replacement of defective hardware components and software maintenance to ensure seamless operation of your Overland Storage solutions. The standard warranty for Overland products is either Return to Factory (RTF), Advanced Parts Replacement or OnSite Support. For details on the specific Warranty Coverage and Terms and Conditions for your product, please go to http://support.overlandstorage.com and refer to the "Warranty Coverage Service Options" document.
OverlandCare is the Overland Storage service program designed to provide enhanced warranty coverage on Overland Storage solutions. Under this program customers may upgrade their standard warranty offering to include additional warranty services or extended coverage. For complete details of all OverlandCare coverage levels please go to http://support.overlandstorage.com and refer to the "Warranty Coverage Service Options" document.
Response time is the maximum time you should have to wait for the appropriate hardware support to be on-site for resolution once the hardware failure has been diagnosed by our technical support team.
For details on the standard Warranty Coverage and Terms and Conditions for your product, please go to http://support.overlandstorage.com and refer to the "Warranty Coverage Service Options" document.
If you believe that you need to enhance the type or length of coverage which comes with your product to support your particular business needs, Overland offers support upgrades which are available at the time of sale of your Overland product. Depending on the product, these upgrades are available for up to three years of warranty coverage and will reduce your cost of ownership by providing enhanced warranty coverage and eliminating the need to purchase annual renewals and/or extended support coverage.
Enhanced warranty coverage begins when your purchase order for uplifted or extended support has been processed. However, it is very important that you register your product/warranty in order to active your enhanced warranty. Failure to register your product may delay the delivery of your entitled support. Refer to http://support.overlandstorage.com to register your product warranty.
Zone Charges are additional fees assessed to OverlandCare onsite service offerings when a site needing onsite response is located in excess of 75 miles from one of our many field service offices located around the world. Not all service products are available in all zones. To determine the applicable Zone for your particular location, refer to the “Authorized Service Provider Site Location” map found at http://support.overlandstorage.com.
User sites are categorized into one of three zones:
Service pricing is divided into three categories, Upgrades, Renewals, and Extensions.
Supplemental Software Support can be purchased for each optional software product. To purchase Supplemental Software Service, the hardware product on which the software will be run must be covered by an active OverlandCare warranty and /or support agreement and the coverage’s must run concurrently.
Under the OverlandCare Support program, additional drives and accessories purchased for your NEO Series solution will automatically be covered under the service agreement associated with the library into which the drives/accessories will be installed. This coverage is available once your NEO Series library and all of its associated accessories has been registered on our customer support portal found at http://support.overlandstorage.com.
A multi-module NEO Series library consists of two or more NEO
Series libraries scaled together. It is important that you register each of the individual units and its accessories so that we are able to provide the appropriate level of support for your NEO Series library. When you purchase support for your NEO Series library, the same level of support must be purchased for each module in the scaled configuration.
Congratulations. You, like most Overland customers, have benefited from a highly reliable product that requires little to no service support. However, it is possible that issues may occur unexpectedly. Without service coverage, Overland cannot help you minimize the cost of ownership or downtime associated with servicing your product.
Overland Storage SnapServer, SnapSAN and SnapScale products offer a Secure Drive exchange program under which you are only required to return the top cover from your defective disk drives and not the platter which contains your secure data.
We sincerely hope Service is not required on your Overland Product but if it is, our worldwide Service and Support Department can restore the product's performance for a reasonable fee. Please refer to the “Out of Warranty” summary found at http://support.overlandstorage.com.
Onsite service for products not covered by current support programs can be arranged through the Overland Storage Telephone Technical Support Department. You will be responsible for all charges directly to Overland or to the Overland Authorized Service Provider who performs the requested service.
Unless the Overland Product has been officially announced as End of Life, Extended Service Coverage can be purchased on your Overland Product(s). Coverages which have lapsed for less than 60 days can be re-instated back to the original date of expiration as long as the unit is in good operational condition.; After 60 days we may require that the unit(s) go through a "re-certification" process where our field engineer will inspect the product and validate that it is functioning within operational specification. A small charge will apply for this service. Software maintenance that has been allowed to lapse must be purchased and back dated to the last coverage date.
You will be contacted by Overland Storage 90 days prior to service expiration to arrange for a renewal. You should immediately contact your reseller and request a quote on the support product you require. Our support web portal also includes a tool to allow you to generate a quote for most service levels and purchase your renewals directly on line. It can be expensive and inconvenient to allow your warranty coverage to expire so please follow up with your reseller to make sure that we get your renewal processed before the expiration date. Of course you may renew or extend your support coverage through your reseller at any time.
For additional information on product Services, review the materials found at http://support.overlandstorage.com. This website includes a knowledge center that can assist you with many of your configuration and optimization questions and issues. If the solution cannot be found in the knowledge center, a service call ticket can be opened from the Overland Customer Support Portal. You can also open a service call ticket by phone, using the Overland Storage technical support numbers listed in the Customer Portal.