Global Service Programs: Support Programs
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 all Overland products are covered by an initial standard warranty, many users require either longer coverage periods or support options that provide for higher system availability. For these users we offer support upgrades and extensions to the standard warranty at the time of system sale as well as support renewals and several different service enhancement options. If your Overland Storage solution includes multiple products each item must be covered to the same entitlement. As a special incentive to keep your Overland Storage product covered for a longer period of time we offer a discount on multiple years of support coverage when purchased at the time of sale.
STANDARD WARRANTY
Overland products are covered by an original equipment warranty which covers replacement of any defective material as well as telephone technical support and software maintenance providing upgrades and patches as available. The original equipment warranty length and delivery method varies by product. Please see our Coverage Guide for details on your specific product
OverlandCare
Overland engineering is constantly at work to develop products which are more reliable and easier to support. The culmination of this effort in our lines of SnapServer, SnapSAN, REO, and NEO Series products has resulted in flexible OverlandCare service offerings available depending on your specific needs.
Four levels of OverlandCare support are available. 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.
- Level 1 – 24x7 Telephone Support; Advanced Parts Replacement, 2 Business Day Delivery
- Level 2 – 24x7 Telephone Support; 9x5, Next Business Day Onsite
- Level 3 – 24x7 Telephone Support; 9x5, 4-hour Onsite, Normal Business Hours
- Level 4 – 24x7 Telephone Support; 24x7x365, 4-hour Onsite
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. These include Secure site drive replacement and Supplemental Software maintenance. For additional details on the add-on service enhancement options offered, go to the Overland Service Enhancements section.
For answers to the most commonly asked questions about our support plans please see our Support FAQ’s.