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Global Service Programs: Warranty Coverage and Service Options

As the trusted global provider of primary, nearline, offl ine and archival data storage solutions, Overland-Tandberg delivers NEO and RDX data management and backup solutions 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-Tandberg product, ensuring that our customers have the optimal level of service and support required to meet their particular needs. Click here to download the OverlandCare Support Programs Datasheet.

This Service Level Agreement (SLA) does not guarantee break fix support. Once Technical Support determines which spare part shall be replaced, 90% are fixed by Service Level.

The SL NBD / 7x24 …
… definition: A Field Engineer will be onsite. Once a call is logged Overland-Tandberg approach is to determine same day which spare part shall be replaced for OSS dispatch and spare part delivery. To speed up the process customer may be requested to send logfiles and detailed failure description to support@overlandstorage.com


Standard Warranty5
Uplift Options1 Extension Options2
NEOs StorageLoader
NEOs T24
NEOs T48
OverlandCare Bronze
1 year
OverlandCare Bronze (1 yr. & 3 yr.)
OverlandCare Silver (1 yr. & 3 yr.)
OverlandCare Gold (1 yr. & 3 yr.)
OverlandCare Platinum (1 yr. & 3 yr.)
OverlandCare Bronze (1 yr.)
OverlandCare Silver (1 yr.)
OverlandCare Gold (1 yr.)
OverlandCare Platinum (1 yr.)
NEOxl 60 / NEOxl 80
NEO 8000e
OverlandCare Silver
1 year
OverlandCare Silver (1 yr. & 3 yr.)
OverlandCare Gold (1 yr. & 3 yr.)
OverlandCare Platinum (1 yr. & 3 yr.)
OverlandCare Silver (1 yr.)
OverlandCare Gold (1 yr.)
OverlandCare Platinum (1 yr.)
RDX QuikStor
OverlandCare Bronze
3 year
OverlandCare Bronze (1 yr. & 3yr.)
OverlandCare Silver (1 yr. & 3 yr.)
OverlandCare Gold (1 yr. & 3 yr.)
OverlandCare Platinum (1 yr. & 3 yr.)
OverlandCare Bronze (1 yr.)
OverlandCare Silver (1 yr.)
OverlandCare Gold (1 yr.)
OverlandCare Platinum (1 yr.)

RDX QuikStation

OverlandCare Silver
1 year
OverlandCare Silver (1 yr. & 3 yr.)
OverlandCare Gold (1 yr. & 3 yr.)
OverlandCare Platinum (1 yr. & 3 yr.)
OverlandCare Silver (1 yr.)
OverlandCare Gold (1 yr.)
OverlandCare Platinum (1 yr.)
RDX Media
OverlandCare Bronze

3 year

OverlandCare Silver (1 yr. & 3 yr.)
OverlandCare Gold (1 yr. & 3 yr.)
OverlandCare Platinum (1 yr. & 3 yr.)
OverlandCare Silver (1 yr.)
OverlandCare Gold (1 yr. )
OverlandCare Platinum (1 yr.)
LTO Tape Drives (non automation)
OverlandCare Return to Factory

3 year

Not applicable Not applicable
LTO Media
OverlandCare
Limited Lifetime


Not applicable Not applicable


OverlandCare Warranty Offerings
Bronze
Silver
Gold
Platinum
9x5 telephone assistance    
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 CRU advanced parts replacement3    
Next business day advanced FRU parts replacement3  
Next business day advanced CRU parts replacement3    
Next business day response for onsite support3  
24x7x4-Hr. response for onsite support3  

1 OverlandCare uplift part numbers/pricing are valid when purchased within 90 days of the initial hardware purchase.
2 OverlandCare extension part numbers/pricing are valid when purchased 91+ days after the initial hardware purchase or as a renewal for an expired warranty.
3 Response time based on geographical proximity to Overland-Tandberg service center. Although standard part numbers and pricing apply to Zone 1 coverage, uplifts for zones outside the standard coverage areas are
available. Overland-Tandberg may, at is sole discretion, determine if a defect can be repaired one of the following ways; 1) remotely, 2) by the shipment of a customer replaceable unit (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 Bronze, Silver, and Gold levels. 24x7 availability for OverlandCare Platinum level only.
5 For Overland-Tandberg Warranty Terms and Conditions, refer to https://support.overlandstorage.com/support/service-warrantyterms.html