Global Service Programs: Warranty Coverage and Service Options
As the trusted global provider of effortless data management and data protection solutions across the data lifecycle, Overland Storage delivers SnapServer®, SnapSAN®, REO® and NEO® product lines that are backed by world-class service and support. OverlandCare Uplift and Extension support offerings serve as a complement to the standard OverlandCare product warranty associated with each Overland product, ensuring that customers have the optimal level of service and support to meet their particular business needs. Click here to download the OverlandCare Support Programs Datasheet.
| Standard Warranty4,5 |
Uplift Options1 | Extension Options2 | |
 |
OverlandCare Level 1 1 year |
OverlandCare Level 3 (1 year & 3 years) | OverlandCare Level 1 (1 year) |
  
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OverlandCare Level 1 1 year |
OverlandCare Level 1 (3 years) OverlandCare Level 2 (1 year & 3 years) OverlandCare Level 3 (1 year & 3 years) OverlandCare Level 4 (1 year & 3 years) |
OverlandCare Level 1 (1 year) OverlandCare Level 2 (1 year) OverlandCare Level 3 (1 year) OverlandCare Level 4 (1 year) |
  
|
OverlandCare Level 2 1 year |
OverlandCare Level 2 (3 years) OverlandCare Level 3 (1 year & 3 years) OverlandCare Level 4 (1 year & 3 years) |
OverlandCare Level 2 (1 year) OverlandCare Level 3 (1 year) OverlandCare Level 4 (1 year) |
   |
OverlandCare Level 1 3 years |
OverlandCare Level 2 (3 years) OverlandCare Level 3 (3 years) OverlandCare Level 4 (3 years) |
OverlandCare Level 1 (1 year) OverlandCare Level 2 (1 year) OverlandCare Level 3 (1 year) OverlandCare Level 4 (1 year) |
 |
OverlandCare RTF 3 years |
OverlandCare Level 1 (1 year & 3 years) OverlandCare Level 2 (1 year & 3 years) OverlandCare Level 3 (1 year & 3 years) OverlandCare Level 4 (1 year & 3 years) |
OverlandCare Level 1 (1 year) OverlandCare Level 2 (1 year) OverlandCare Level 3 (1 year) OverlandCare Level 4 (1 year) |
| Stand Alone LTO Tape Drives | OverlandCare Level 1 3 years |
No support uplifts available | No support extensions available |
| Spares and Accessories | OverlandCare Level 1 6 months |
No support uplifts available | No support extensions available |
* Standard for the SnapServer DX Series
**Standard for the SnapServer 210
| OverlandCare Warranty Offerings |
Level 1 |
Level 2 |
Level 3 |
Level 4 |
| 24x7 telephone assistance | • | • | • | • |
| Unlimited web and email support | • | • | • | • |
| Access to on-line knowledge base | • | • | • | • |
| Firmware updated and patches | • | • | • | • |
| Remote problem and diagnostics support4 | • | • | • | • |
| 2 Business day advanced parts replacement3 | • | |||
| Next business day advanced CRU parts replacement5 | • | |||
| Next business day response for onsite support3 | • | |||
| 9x5x4-Hr. response for onsite support3 | • | |||
| 24x7x4-Hr. response for onsite support3 | • | |||
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| 1 OverlandCare Uplift part numbers/pricing are valid when purchased within 120 days of the initial hardware purchase. 2 OverlandCare Extension part numbers/pricing are valid when purchased 121+ days after the initial hardware purchase or as an extension to the initial warranty purchase. 3 Response time based on geographical proximity to Overland service center. Although standard part numbers and pricing apply to Zone 1 coverage, uplifts for zones outside the standard coverage areas are available. Overland may, at its sole discretion, determine if a defect can be repaired one of the following ways: 1) Remotely, 2) By the shipment of a Customer Replaceable (CRU) part, and customer performing a self-service repair, or 3) By a service call at the location of the defective unit 4 Availability during business hours only for OverlandCare Levels 1, 2 and 3. 24x7 availability for OverlandCare Level 4 only. 5 For Overland Storage Warranty Terms and Conditions, refer to http://support.overlandstorage.com/support/service-warrantyterms.html |