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Global Service Programs: OverlandCare

Assuring the availability of your Overland Storage solution is a critical part of your overall protected data storage strategy. Overland has made selecting and obtaining the proper level of support for the entire life of your product easy and affordable. While the standard Overland support programs are designed to provide the services that most of our customers require, we understand that your needs may be different and have created a selection of service enhancements to augment whatever level of Overland support you have chosen.

All Overland products are eligible for enhanced OverlandCare maintenance options to augment and/or extend the standard limited warranty. Specially priced multi-year and single year OverlandCare support upgrades are available to protect your investment for the life of the product.

To support the needs of different customers in different industries, Overland-Tandberg is proud to offer 5x different levels of service and support.

  • Return To Base (RTB): Repair/replacement within 14 days of receipt of faulty part
  • OverlandCare Bronze: Advanced parts replacement (two business days)
  • OverlandCare Silver: NBD onsite FRUs and NBD parts replacement CRUs
  • OverlandCare Gold: NBD onsite FRU/CRUs
  • OverlandCare Platinum: 24x7x4 onsite FRUs and CRUs (4hr. response, 365 days/year)

Warranty coverage and OverlandCare service options may differ by product; however the OverlandCare offerings available are standardized for all Overland products to simplify your service offering decision.  The table below outlines the details of each OverlandCare service level. Click here to download the OverlandCare Support Programs Datasheet.

OVERLAND-TANDBERG SERVICE AND WARRANTY LEVELS
Service Feature
RTB Bronze
Silver
Gold
Platinum
Web and email su pport (24x7)
Firmware updates and patches
Remote problem and dia gnostics support
Telephone support (9x5)    
Telephone support 24x 7)      
Advanced replacement, 2x b/days        
Advanced replacement, 1x b/day (CRU)        
On-site repair/replace, 1x b/day (FRU)    
On-site repair/replace, 1x b/day (CRU/FRU)    
On-site repair/replace, 24x7x4hr. (CRU/FRU)        
Inclusive of all shipping costs

1 Service response time based on geographical proximity to service centre.
2 Additional charges may apply to zones outside the standard coverage area.
3 Overland-Tandberg will at its sole discretion, select the most appropriate repair method:
        a) Remotely, firmware update etc.
        b) Shipment of a customer replaceable unit (CRU), for installation by customer
        c) Shipment of a new unit/system, for installation by customer
        d) Service call by engineer to repair/replace unit at customer site.
4 For additional product warranty information please visit http://www.overlandstorage.com/support

OVERLAND-TANDBERG PRODUCT WARRANTY
Product
USA EUROPE
APAC
LTO Tape Drives 3 Years Bronze-level 3 Years Bronze-level 3 Years Bronze-level
NEOs StorageLoader 1 Year Bronze-level 3 Years Bronze-level 1 Year Bronze-level
NEOs T24 1 Year Bronze-level 3 Years Bronze-level 1 Year Bronze-level
NEOs T48 1 Year Bronze-level 1 Year Bronze-level 1 Year Bronze-level
NEOxl 80 1 Year Silver-level 1 Year Silver-level 1 Year Silver-level
NEO 8000e 1 Year Silver-level 1 Year Silver-level 1 Year Silver-level
NEO Agility 1 Year Silver-level 1 Year Silver-level 1 Year Silver-level
RDX QuikStor Drives 3 Years Bronze-level 3 Years Bronze-level 3 Years Bronze-level
RDX QuikStor Media 3 Years Bronze-level 3 Years Bronze-level 3 Years Bronze-level
RDX QuikStation 3 Years Bronze-level 3 Years Bronze-level 3 Years Bronze-level
SnapServer XSD 3 Years Bronze-level 3 Years Bronze-level 3 Years Bronze-level
SnapServer XSR 3 Years Bronze-level 3 Years Bronze-level 3 Years Bronze-level
LTO Media Limited life-time Limited life-time Limited life-time

1 Product warranty listed above is for zone 1 countries
2 On-site service warranty is only available in selected countries and locations (due to the geography and terrain)
3 For additional product warranty information please visit http://www.overlandstorage.com/support or contact Overland-Tandberg