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 Warranty^4,5	Uplift Options¹	Extension Options²
	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 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 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

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 support¹⁰	•	•	•	•
Next business day advanced parts replacements³	•
Next business day response for onsite support³		•
9x5x4-Hour response for onsite support³			•
24x7x4-Hour response for onsite support³				•

¹ OverlandCare Uplift part numbers/pricing are valid when purchased within 120 days of the initial hardware purchase or if purchased as a renewal prior to expiration of existing warranty.
² OverlandCare Extension part numbers/pricing are valid beginning 121+ days after the initial hardware purchase or upon expiration of an existing warranty.
³ Response time based on geographical proximity to Overland service center. Although standard part numbers and pricing apply to Zone 1 coverage, uplifts for Zone 2 and Zone 3 coverage are available. Refer to http://support.overlandstorage.com for further details
⁴ Any listed Product, Spare Part, or Accessory which is found to be defective during its installation may be eligible for replacement, at the discretion of Overland Storage, in lieu of any other standard Limited Warranty coverage. Overland, at its discretion, may use new, refurbished, or reconditioned parts to perform any warranty repair or replacement of its Products or provide a replacement unit of Overland’s choosing that is at least equivalent to the Product in hardware performance.
⁵ Overland Limited Factory Warranty and purchased Overland support upgrades and extensions are subject to the Overland Warranty Terms and Conditions.
⁶ Products containing Overland Software are also subject to the End User License Agreement (EULA) which was delivered with your product.
⁷ All NEO Series Options installed within a covered product must be registered as components of the parent library in order to be included in the purchased coverage. Failure to register components may result in service delays.
⁸ Supplemental Software maintenance for Add on Software products such as Snap EDR are NOT included under primary product coverage agreements and must be purchased separately. Coverage for these products must be concurrent with the primary product coverage.
⁹ For detailed information regarding delivery terms and conditions as well as warranty terms for our End of Life and Discontinued products please see our Detailed Coverage document.
¹⁰ Availability during business hours only for OverlandCare Levels 1, 2 and 3. 24x7 availability for OverlandCare Level 4 only.