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Support FAQs

Please click the FAQs to see the answer.

white arrow What does the standard product warranty cover?

white arrow What is OverlandCare?

white arrow What does response time mean?

white arrow I need higher availability for a longer period of time than the standard warranty. What are my options?

white arrow When does my enhanced warranty coverage begin?

white arrow What are Zone Charges?

white arrow Why are there two different prices for each level of Hardware Service?

white arrow What about Software Support?

white arrow How is my add on Software Supported?

white arrow How is Service ordered for tape drives, partitioning cards or Fibre Channel cards?

white arrow What about installation?

white arrow I have a multi-module NEO library. How do I register it and how is it supported?

white arrow My disk product has expansion arrays attached how are they covered?

white arrow My factory warranty is expiring and there have not been any service requirements. Why should I purchase continued coverage?

white arrow I can’t allow my data to be removed from my premises, what happens to me?

white arrow I have decided against continued coverage, what about me?

white arrow How do I arrange for on-site service after my service lapses?

white arrow I accidentally allowed my support coverage on my Overland Product(s) to lapse, can it be started again?

white arrow How do I make sure my support coverage does not lapse?

white arrow Who do I call if more information is needed, or a problem occurs with an Overland Product?






What does the standard product warranty cover?

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.

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What is OverlandCare?

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.

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What does response time mean?

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 OverlandCare Bronze (Two-Business Day Advanced Replacement coverage, the response time is shipment of the advanced replacement spare within 2 business days. Note: If the request for the replacement part is logged before 12 Noon Pacific Time, the replacement part is shipped on the same day. If the request for the replacement part is logged after 12 Noon Pacific Time, the replacement part may ship on the following business day.
  • For OverlandCare Silver and Gold (Next Business Day Onsite coverage, the response time is onsite break-fix support the next business day (business day considered Monday-Friday, 8am to 5pm).
  • For Overland Care Platinum coverage, the response time for onsite break-fix support is four hours.
  • For all OverlandCare levels, Tier 1 Technical Support is available either 9 hours a day/5 days a week or 24 hours a day/7 days a week/365 days a year, depending on the level of warranty coverage included with the product or purchased as a warranty enhancement.

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I need a higher level of coverage than what is offering with the standard warranty. What are my options?

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.

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When does my enhanced warranty coverage begin?

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.

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What are Zone Charges?

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:

  • In Service Zone (Zone 1):  End-user sites located within 120 kilometers or 75 miles of a field service location are considered to be within the service zone and standard pricing applies.
  • Special Coverage Service Zone (Zone 2 and 3):  End-user sites located more than 76 miles (or 121 kilometers) from a field service office are outside of our standard service zone. These sites may not have access to all Service Coverage options or may be subject to a surcharge. Please contact your reseller or Overland Storage Support Sales Specialist for more information and special quotes Special Coverage Service Zone sites.

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Why are there two different prices for each level of Hardware Service?

Service pricing is divided into three categories, Upgrades, Renewals, and Extensions.

  • Uplifts: These support offerings provide a higher level of warranty coverage and should be purchased within 90 days of the purchase of your product.
  • Extensions: These support offerings are available to be purchased 90 days after the purchase of the product. They can be purchased both within the factory warranty period and also after the factory warranty period has expired.
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What about Software Support?

The standard warranty on all Overland products containing software includes support that covers software bug and code issues associated with the applicable software.

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How is my add-on software supported?

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.

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How is Service ordered for tape drives, partitioning cards or Fibre Channel cards?

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.

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What about installation?

Professional Product Installation is available. Contact your Overland Storage reseller or Overland Storage sales representative to determine the installation level that is right for you.

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I have a multi-module NEO library. How do I register it and how is it supported?

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.

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My disk product has expansion arrays attached how are they covered?

While each product is registered and covered individually, all connected products must be covered at the same level of support and all coverages must run concurrently.

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My factory warranty is expiring and there have not been any service requirements. Why should I purchase continued coverage?

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.

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I can’t allow my data to be removed from my premises, what happens to me?

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.

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I have decided against continued coverage at this time. What are my options if I need additional warranty coverage in the future?

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.

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How do I arrange for on-site service after my service lapses?

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.

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I accidentally allowed my support coverage on my Sphere 3D/Overland Storage/Tandberg Data product(s) to lapse. Can it be started again?

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.

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How do I make sure my support coverage does not lapse?

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[1] 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.

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Who do I call if more information is needed, or a problem occurs with a Sphere 3D/Overland Storage/Tandberg Data Product?

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.

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