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Service Programs: Tape Products

Assuring the availability of your Overland Storage® Tape 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 during the initial warranty period and support extensions after that period ends. 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 product sale. We realize that different users have different availability needs when it comes to their tape based data storage solutions. While some customers can tolerate a minor amount of down time, or may not require continuous system operation on weekends, others may require a rapid return to operation during the night or on holidays.

For each of these users we offer a specially designed level of support. Not all support levels may be available for all products.

For users with a high tolerance for down time our economical XchangeNOW support may be the right solution

  • Lowest cost support offering
  • 24x7 Access to web based self support
  • Standard Business day technical Support access, response time dependant on engineer availability
  • Advance replacement of product or FRU within 2 business days of diagnosis
  • XchangeNOW® support is available only on selected Overland products. Please refer to our  Warranty Coverage and Service Options to determine if this option is available for you.

For owners of our newest tape libraries, the NEOs series, we now offer a new level of coverage Overland Care. This coverage level takes advantage of the modular nature and ease of service of this product and offers users an economical and flexible way to make sure your tape storage solution is always available. Under the Care program you will receive the following services:

  • Standard Business day technical Support access, response time dependant on engineer availability
  • 24x7 Access to web based self support
  • Next Business day delivery of Customer Replaceable Spare parts
  • Next Business day on site replacement by a trained field support engineer of Non customer replaceable spare parts.

When system availability is more critical or your technical access to exchange defective products is limited our Bronze level support is the lowest cost alternative providing on-site repairs performed by a trained Overland authorized engineer. Bronze level support is available on most Overland products where Care coverage is not offered.

  • Low cost
  • 24x7 Access to web based self support
  • Standard Business day technical Support access, Standard response time, excluding recognized public and company holidays.
  • Next Business day on site repair response following diagnosis
  • Services for products located more than 100 miles from one of our service centers will be subject to additional fees.
  • Please refer to our Warranty Coverage and Service Options to determine if this option is available for you.

Most users find that the availability of their data storage equipment is critical to the operation of their business and even a few days of down time is unacceptable. For these customers our Silver level support may be the correct solution. Silver level support offers all of the features of our Bronze solution with the additional benefit of a more rapid 4 business hour, same business day support and on site response time.

  • 24x7 Access to web based self support
  • Standard Business day technical Support access, Enhanced response time, excluding recognized public and company holidays.
  • 4 hour, business day, on site repair response following diagnosis
  • Silver level support is only available for products located within 100 miles of an Overland service center.

Our Silver level support does not provide for on site repairs after standard business hours, on weekends, or holidays. For our customers with the most critical data storage demands where availability 365 days a year is required our premium level Gold support is the solution of choice. Gold support provides you with all of the premium features of our Silver level support plus access to these services 24 hours a day, 7 days a week, 365 days a year.

  • 24x7 Access to web based self support
  • 27x7x365 Technical Support, Enhanced response time
  • 4 hour, any time, on site repair response following diagnosis
  • Gold level support is only available for products located within 100 miles of an Overland service center.

For answers to the most commonly asked questions about our support plans please see our Support FAQ’s.

For specific information about support availability and pricing please contact your Overland Authorized reseller or our Service Contract sales department.

Please note that this document is intended for general reference only. Availability and terms of specific coverage levels is subject to change without notice.

Click here for more information on our Warranty and Terms & Conditions.

For specific details about the length and type of warranty coverage and available options for your specific product log onto the Overland customer support portal and view our detailed Warranty Coverage and Options document.