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Service Programs: Enhancements

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 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.

OVERLAND ACCESS:

When 24 hour telephone support coverage is required, Overland Access can be added to any standard Overland maintenance option to obtain 7x24 access to telephone technical support including weekends and holidays.

Program Guidelines:

  • This service uplift is available for any currently supported Overland product.
  • The cost of this uplift is in ADDITION to other service programs (surcharge).
  • This service uplift must run concurrently with any existing Warranty or Service Agreement currently established with the product.
  • Each Access Uplift covers your entire Overland system. A Snap Server with two expansion units would require only one Access uplift.

What is not included:

  • On site assistance or parts replacement outside of standard Overland business hours. Service delivery of replacement parts or on site assistance will be at the level defined by the underlying coverage level.

Secure Drive Exchange:

The Secure Drive Exchange Program is designed to offer a drive replacement alternative for end users with corporate, military, or governmental policies which prohibit data from being removed from their premises.

Program Guidelines:

  • This service uplift is available for any currently supported Overland hard disk drive based product with removable drives.
  • The cost of this uplift is in ADDITION to other service programs (surcharge).
  • This service uplift must run concurrently with any existing Warranty or Service Agreement currently established with the product.
  • A separate Secure Drive uplift is required for each system or “box”. A Snap Server with two expansion units would require three (3) Secure Drive uplifts.
  • This service will only apply in cases where the drive fails under normal working conditions. Our standard warranty coverage exclusions apply.
  • You will still be required to return the top cover of the defective drive containing the serial number label.
  • This program applies to the drives only. Controller cards, memory devises, power supplies and other parts which have no latent data storage and must be returned.

What is not included:

  • Data recovery or data destruction.
  • Hard drive destruction, disposal or recycling
  • Replacement of hard drives materially in excess of standard failure rates for the covered system

For complete details about how the secure drive program works and other service programs please log into our support portal and see our complete coverage documentation at: http://support.overlandstorage.com/support/service_options_detail.html

SOFTWARE MAINTENANCE:

An active maintenance agreement on the software component of your Overland Storage solution is an important piece of your total protected storage solution. Access to updates, patches, and new version releases of your Overland Storage software is available beyond the standard warranty period by purchasing extended software maintenance. Software Maintenance includes the following:

  • Lowest cost support offering 24x7 access to web-based self support including on line patches, bug fixes, and new version releases.
  • 5x9 Technical Telephone Support during Overland Business hours excluding recognized public and company holidays.

Supplemental Software Support :

Supplemental Software Support can be purchased for each optional software product. This service is offered as an annual contract for Snap Enterprise Data Replicator (Snap EDR). To purchase Supplemental Software Service, the Snap Server on which the software product will be run must be covered by a valid Software Maintenance or other Overland maintenance agreement which includes Software maintenance. Supplemental Software Support includes the following:

  • 24x7 access to web based self support.
  • Technical support access for the Software product at the same level with the service level of the Snap Server system on which it runs.

For complete details about these and other service programs please log into our support portal and see our complete coverage documentation at: http://support.overlandstorage.com/support/service_options_detail.html