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Global Service Programs: Service Options Details

Overland Support Programs - Detailed Terms and Conditions

Return to Factory
Return to Factory support provides repair or replacement of defective Products or Spare Parts at one of the Overland Storage repair facilities worldwide.  Our Customer Support representatives will issue complete directions for the return of your product. Replacement Products or Spare Parts will ship within 7 business days of receipt of your defective material and validation of entitlement.  

OverlandCare – UNITS SHIPPED AFTER JULY 1, 2011

Advanced Parts Replacement
Delivery:  All replacement products or Spare Parts will be delivered to the specified product location within three business days after determination of problem, verification of entitlement, and Customers acceptance of responsibility for the defective product return.  This acceptance may be accomplished using our Support Web Portal.  All shipments will be made using common carriers.  Additional delays due to customs clearance may occur and are beyond the control of Overland.

Regional Limitations: Some limitations or delivery delays due to product location, import / export, or other governmental restrictions may apply.  The following geographical areas will have limitations or delays in receiving advance replacement product: Peoples Republic of China (Mainland), India, Russia, Middle East, Central and South America.  Other areas may also have restrictions or delays.  Please contact your Overland customer support representative for more details.

Defective product must be returned to Overland and received within fifteen (15) days. Failure to return any Product, Spare Part, or Accessory to the Overland Storage designated address for receipt within 15 days of delivery of its advanced replacement Product, Spare Part, or Accessory will be considered a breach of the Terms and Conditions of the Warranty. Overland Storage shall be entitled to invoice the customer for the full price of the replacement Product, Spare Part, or Accessory and suspend any Services until such Product, Spare Part, or Accessory is received by Overland or its authorized agent, or the delinquent Product, Spare Part, or Accessory is purchased by the customer. All invoices for replacement Product, Spare Part, or Accessory not returned within the 15-day return period will be considered due and payable upon receipt. Acceptance of these terms and conditions by the customer shall occur within the Warranty Registration Process where the customer shall grant Overland Storage or its authorized agent the right to affect such invoice for payment of non-returned material following receipt of its replacement.

Software Maintenance Coverage:   Advanced Parts Replacement Coverage includes Software Maintenance that runs concurrent with the Advanced Parts Replacement Coverage Timeframe.  Software maintenance for Supplemental Software products such as Snap EDR and upgrades 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. See below for a detailed description of Software Maintenance entitlements

On-site Support
On-site support is offered at Three (3) levels (9x5xNBD, 9x5x4, and 7x24x4) and provides Hardware Break / Fix Solutions on-site.

Entitlement
Coverage
Availability Response Time
9x5xNBD Support available Monday thru Friday excluding National and Company Holidays Support available 8:00 am to 5:00 pm at the Overland Service Center providing support where product is registered The technician will arrive on-site the next business
day after determination of problem and verification
of entitlement
9x5x4 Support available Monday thru Friday excluding National and Company Holidays Support available 8:00 am to 5:00 pm at the Overland Service Center providing support where product is registered The technician will arrive within four (4) business
hours after determination of problem and verification
of entitlement. Calls dispatched after 1:00 pm local time may be responded to the next business day.
24x7x4 Support available 365 days a year Support available any time, 24 hours per day The technician or spare part will arrive within four (4) hours after determination of problem and verification
of entitlement

 

Response time is not a commitment of the time to restore normal operations but is a commitment to have a service engineer on-site if this action is required to restore normal operation. On-site response time is measured from the time of Overland Storage or an Overland Authorized Service Partner determination of hardware failure until a service technician arrives on-site. If the service technician is dispatched after 5:00 p.m. local time, the service technician may take an additional business day to arrive at the Covered Location. Dispatch may be delayed based on parts availability.

Determination of problem and Service Standards:  Many issues can be resolved over the phone in which case a technician will not be dispatched to the site. The availability of a technically capable user to speak with our Technical Support staff can affect the time required to resolve a problem and dispatch a service engineer when needed. Overland or its representative will perform all On-Site services in a professional and workmanlike manner and will, whenever on the End User site, obey all reasonable instructions, standards, procedures, and requests issued by the End User which are relevant to the Service being provided including on-site security procedures and any other instructions, standards, or procedures imposed by the End User on its employees, contractors, or visitors.

9x5xNBD and 9x5x4 options exclude Overland designated holidays. An additional Service charge will be payable by the Customer for support requests occurring on these designated holidays. Fees for Service performed on an Overland designated holiday will be at the Authorized Service Provider’s rates then in effect and will be payable by the customer directly to the Authorized Service Provider.  Customer agrees to promptly pay any invoice received from the Service Provider for such Service.

Support availability: On-site coverage will be established within ten (10) business days after the end user successfully completes the on line product warranty registration or Overland receives a valid purchase order for a service entitlement upgrade.  To assure basic warranty coverage for your product the on line warranty registration process should be completed in its entirety concurrent with the product installation. Failure to do so may result in service delivery delays.  For purchased upgrades, the purchase order must contain complete information identifying the unit, the installed location of the unit, and the on-site contract(s). Absence of complete information may prevent Overland Storage or its Authorized Service Partner from being able to deliver the upgraded service until the omitted information is obtained and processed. To ensure full entitlement from the first day of product usage, please provide all requested site information with your Purchase Order.

On-site availability: For 9x5xNBD, 9x5x4 or 24x7x4 level On-site service, the customer site must be within 100 miles (North America) or 160 kilometers (Europe, Middle East, Africa, and Asia Pacific) of an Overland Authorized Service Location. For locations beyond this service zone support may still be available with a surcharge. To determine if On-site service is available, please refer to the Service Center Locator on the Overland web site or contact your Overland Sales Representative. 

Software Maintenance Coverage: On-site services purchased as a Support Upgrade or Extension INCLUDE Standard 5x9 business day Telephone technical support and Software Maintenance for the period of the upgrade.  24x7x4 support agreements include access to support on a 24x7 basis. Software maintenance for Supplemental Software products such as Snap EDR or SSM 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. See below for a detailed description of Software Maintenance entitlements.

Overland CARE – (UNITS SHIPPED PRIOR TO JULY 1, 2011)
Overland CARE service provides Advance Hardware Replacement or On site hardware replacement  of defective Spare Parts or Products, access to Overland Telephone Technical support and Software Maintenance for qualified Overland products.
   
Customer Replaceable Spares (CRS) or whole unit replacement: Applies to all product failures where the identified defect is a Customer Replaceable Spare part or entire unit. Customer Replaceable Spare parts include drives, power supplies, fan assemblies, and certain interface cards. All Customer Replaceable Spares come with complete, easy to use installation instructions. All replacement products or Spare Parts will be shipped the same day after verification of entitlement and determination of problem provided that problem determination occurs prior to 3:00PM local time at the support center. All shipments will be made using common carriers for Next Business Day delivery. Additional delays due to customs clearance may occur and are beyond the control of Overland. If problem determination occurs after 3:00PM or on weekends or holidays the replacement product will ship on the next Overland business day. Delivery times are subject to regional limitations as detailed below.
 
On Site FRU Replacement: Applies to all product failures where the identified defect is a Non Customer Replaceable Spare.  In this case Overland will dispatch a service technician to your site to replace the defective part on the next business day provided that problem determination occurs prior to 3:00PM local time at the support center.  Non Customer Replaceable Spares include chassis assemblies, processors, and certain interface cards. On Site FRU replacement is limited to customers located within 100 miles of an Authorized Overland Service center. Customers with CARE coverage who are outside of this service zone will be shipped the FRU and Overland Technical support will assist with the installation over the phone or Overland may, at its sole discretion, choose to ship an entire replacement product. 

Regional Limitations: Next Business day delivery is limited to the continental US, countries of the European Union, and Singapore.  Some limitations or delivery delays due to product location, import / export, or other governmental restrictions may apply.  The following geographical areas will have limitations or delays in receiving advance replacement product:  Asia Pacific , India, Russia, Eastern Europe (non EU) Middle East, Central and South America, Africa.  Other areas may also have restrictions or delays.  Please contact your Overland customer support representative for more details.

Defective product must be returned to Overland and received within fifteen (15) days. Failure to return any Product, Spare Part, or Accessory to the Overland Storage designated address for receipt within 15 days of delivery of its advanced replacement Product, Spare Part, or Accessory will be considered a breach of the Terms and Conditions of the Warranty. Overland Storage shall be entitled to invoice the customer for the full price of the replacement Product, Spare Part, or Accessory and suspend any Services until such Product, Spare Part, or Accessory is received by Overland or its authorized agent, or the delinquent Product, Spare Part, or Accessory is purchased by the customer.  All invoices for replacement Product, Spare Part, or Accessory not returned within the 15-day return period will be considered due and payable upon receipt.  Acceptance of these terms and conditions by the customer shall occur within the Warranty Registration Process where the customer shall grant Overland Storage or its authorized agent the right to affect such invoice for payment of non-returned material following receipt of its replacement.

Software Maintenance Coverage: Overland CARE services purchased as a Support Upgrade, Renewal, or Extension include Standard 9x5 business day Telephone technical support and Software Maintenance for the period of the upgrade.Software maintenance for Supplemental Software products such as Snap EDR or SSM 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. See below for a detailed description of Software Maintenance entitlements.

Telephone Technical Support: 
Standard telephone technical support (9x5 Business Day) is available during standard Overland business hours  prevailing time at the Overland Technical Support office  nearest to the product location. Enhanced 24x7 technical support is available for customers whose product support entitlement provides for 24x7 support. Access to telephone technical support may require validation of entitlement by entry of product identification such as Server number or TSID (Technical Support Identification).   

Please see: https://support.overlandstorage.com/support/contact.htm  for complete details of how to contact Overland technical support including hours of operation and holidays.

Software Maintenance:
Standard Software Maintenance includes 9x5 Business Day telephone technical support to assist the Customer with basic Software installation and configuration, troubleshooting and problem resolution. Overland will also provide on line access to qualifying revision updates (e.g. bug fixes, patches) to the Software as they are made generally available. Upgrades to Software may be provided at an additional charge. Onsite software diagnostics or diagnostic repairs are not included. Software maintenance support upgrades and extensions may be available. Overland will provide software support for the currently marketed version of the software licensed from Overland as well as providing support for the most recent prior version of the software.

Software maintenance for Supplemental Software products such as Snap EDR or SSM or REO BCA Drivers and upgrades 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. 
Software Maintenance is subject to the published End User License Agreement (EULA).

Secure Drive Program:
Overland’s Secure Drive program is a Support uplift which allows customers to retain possession of their failed hard drive when receiving a replacement hard drive as part of a covered repair. The Secure Drive program is available on Overland disk based product which are covered by the original factory warranty or a currently valid support agreement and is not valid beyond the expiration date of such coverage. Secure Drive uplifts must run concurrently with the existing coverage. A separate secure drive uplift is required for each system “box”. Expansion units require a separate uplift. The Secure Drive program does not include replacement of hard drives materially in excess of the standard failure rate for the associated covered product. Return of the drive carrier or shoe and the drive cover containing the serial number or other drive identification for warranty validation purposes and submission of a Secure Drive scrap form is required. Secure Drive coverage on tabletop units may require customer replacement of the internal drives.

XchangeNow®
XchangeNow® service provides Advance Hardware Replacement of defective Spare Parts or Products. 
Product XchangeNow®   Applies to LoaderXpress®, Powerloader™, Stand Alone Tape Drives, and SnapServer™ 110/220 products and includes Advance Replacement of the entire product less any supplied cables, accessories, or tape magazines.

Spares  XchangeNow®  Applies to all products not covered by Product XchangeNow®  and includes Advance Replacement of the identified Field Replaceable Spare part.

Delivery:  All replacement products or Spare Parts will be delivered to the specified product location within four (4) business days after determination of problem, verification of entitlement, and Customers acceptance of responsibility for the defective product return.  This acceptance may be accomplished using our Support Web Portal.  All shipments will be made using common carriers.  Additional delays due to customs clearance may occur and are beyond the control of Overland.

Regional Limitations: Some limitations or delivery delays due to product location, import / export, or other governmental restrictions may apply.  The following geographical areas will have limitations or delays in receiving advance replacement product: Peoples Republic of China (Mainland), India, Russia, Middle East, Central and South America.  Other areas may also have restrictions or delays.  Please contact your Overland customer support representative for more details.

Defective product must be returned to Overland and received within fifteen (15) days. Failure to return any Product, Spare Part, or Accessory to the Overland Storage designated address for receipt within 15 days of delivery of its advanced replacement Product, Spare Part, or Accessory will be considered a breach of the Terms and Conditions of the Warranty. Overland Storage shall be entitled to invoice the customer for the full price of the replacement Product, Spare Part, or Accessory and suspend any Services until such Product, Spare Part, or Accessory is received by Overland or its authorized agent, or the delinquent Product, Spare Part, or Accessory is purchased by the customer. All invoices for replacement Product, Spare Part, or Accessory not returned within the 15-day return period will be considered due and payable upon receipt. Acceptance of these terms and conditions by the customer shall occur within the Warranty Registration Process where the customer shall grant Overland Storage or its authorized agent the right to affect such invoice for payment of non-returned material following receipt of its replacement.

Software Maintenance Coverage: XchangeNow® services provided as part of a standard warranty DO NOT include Software Maintenance. Please see the Warranty Coverage section at the beginning of this document for specific lengths of software maintenance coverage. XchangeNow® services purchased as a Support Upgrade or extension INCLUDE Standard 5x9 business day Telephone technical support and Software Maintenance for the period of the upgrade. Software maintenance for Supplemental Software products such as Snap EDR or SSM or REO BCA Drivers and upgrades 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. See below for a detailed description of Software Maintenance entitlements.

Miscellaneous
NEO Series® Options installed into a Covered Product shall assume the same service entitlement and duration of the host Overland product when so registered with Overland Storage via the Overland Web Portal.  Warranty upgrades or Additional Services for NEO Series® Options are included in pricing for 9x5xNBD, 9x5x4 or 24x7x4 level support.   

Warranty: Any replacement Product will retain the Service Start and Expiration dates of the original product regardless of the original date of manufacture of the replacement product.  Any replacement Spare Part or Accessory will be covered under the warranty or service terms of the product into which it is installed.  Replacement Products, Spare Parts, or Accessories may be new or like new.

Revision: All product replacements under the any Overland  support  program will be at the current firmware revision. Spare parts not being installed into a Covered Product will be supported for six (6) months with Return to Factory support. Any spare parts installed into a Covered Product will acquire the terms of the Limited Warranty or Additional Services for the Covered Product into which they are installed.

Supplemental Software maintenance for Add on Software products such as Snap EDR or SSM or REO BCA Drivers and upgrades 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.  Recertification of products whose Overland coverage has lapsed by more than 60 days will be required for an additional fee before coverage can be restored.  Coverage for re-certified products will begin within 10 days following recertification. Coverage for products renewed within the 60 day grace period will begin immediately following the expiration date of prior coverage. Products which are found to have functional issues during this inspection will be required to be repaired prior to acceptance of coverage. Recertification charges will not be applied to repair charges. Products repaired at an Overland certified repair center or by an Overland Authorized Service provider will be deemed to be certified for support coverage.

Discontinued Product Warranty Terms

Overland ACCESS:
Overland ACCESS is a Support addendum that provides customer access to Overland Telephone Technical Support seven (7) days per week twenty four (24) hours per day including Overland holidays. Overland ACCESS is available on any Overland product which is covered by the original factory warranty or a currently valid support agreement and is not valid beyond the expiration date of such coverage. Access to after hours telephone technical support will require validation of entitlement by entry of product identification such as Server Number or TSID (Technical Support Identification). 

Product Family
Product Models
Limited Warranty* Upgraded Warranty Coverage and
Additional Purchased Services**
SnapServer SnapServer 110/210/410 Units shipped prior to Sept 8, 2009
2 Years hardware (unit) Return to Factory
30 days Telephone Technical Support
30 days GuardianOS Warranty and Software Maintenance

Overland CARE Extensions available

Extended Software Maintenance Agreements
Software Maintenance must co-terminate with any existing hardware coverage.

SnapServer 520/550/620/650
S50 Expansion
Units shipped prior to Sept 8, 2009
2 Years hardware (unit) Return to Factory
90 days Telephone Technical Support
90 days GuardianOS Warranty and Software Maintenance

Annual Overland CARE Extensions available

Extended Software Maintenance Agreements
Software Maintenance must co-terminate with any existing hardware coverage.

SnapServer 110/210/410 30 days Software Maintenance
Extended Software Maintenance Agreements
Software Maintenance must co-terminate with any existing hardware coverage.

NEO Series®

ARCvault™ Series

Stand Alone Drives

NEO 2000/4000/8000
For On-Site Covered Areas:

1 Year of Bronze level Support (where available)
1 Year Telephone Tehnical Support

Outside On-Site Covered Areas:
1 Year Spares XchangeNow®

Bronze, Silver or Gold Upgrades available

Coverage included in all Bronze, Silver or Gold Upgrades for the NEO library

NEO Series®
Options
Tape Drives
VIA Option Cards

Assumes the existing coverage of the library into which they are installed. Additional Options must be registered.
ARCvault 48
1 Year of Bronze level Support (where available)
1 Year Telephone Tehnical Support

Bronze, Silver or Gold Upgrades available
Extended Spare XchangeNow®

No support upgrades or extensions are available
ARCvault 12/24

LTO


1 Years Spares XchnageNow®
1 Year Telephone Technical Support

3 Years Product XchangeNow®

Spares & Accessories   6 Months Return to Factory N/A
Third Party Software   None Supplemental Software Support may be available
Out of Warranty Repairs   90 days N/A
REO Series®
REO 1000
REO 1500/1550
REO 4000
REO 4500/4550
REO 4500x
REO 9000
REO 9100
REO 9100C
REO 9000/9100
Expansion
REO 9500D

3 Years Spares XchangeNow®
90 days Protection OS Software Maintenance
90 days 5x9 Telephone Technical Support
Bronze Upgrades available
Extended Spare XchangeNow®
Extended Software Maintenance Agreements
ULTAMUS RAID Series
ULTAMUS RAID
1200/1200x
ULTAMUS RAID 4800/4800x

3 Years Spares XchangeNow®
90 days 5x9 Telephone Technical Support
Bronze Upgrades available

1 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.

2 On-site Warranty Upgrades or Additional Services for NEO Series Options are included in all purchased Bronze, Silver, or Gold support upgrades 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.

* Overland Limited Factory Warranty and purchased Overland support upgrades and extensions are subject to the Overland Warranty Terms and Conditions.