Global Service Programs: OverlandCare
Assuring the availability of your Overland-Tandberg 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 | • | • | • | • | |
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| 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 |
| NEOxl 40 | 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 |
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| 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 |