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Global Service Programs: Service Options Details

Overland-Tandberg 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-Tandberg 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.  

Bronze

Advanced Parts Replacement
Delivery:  All replacement products or Spare Parts will be shipped to the specified product location within 48 hours 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-Tandberg.

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-Tandberg customer support representative for more details.

Defective product must be returned to Overland-Tandberg and received within fifteen (15) days. Failure to return any Product, Spare Part, or Accessory to the Overland-Tandberg 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-Tandberg 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-Tandberg 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-Tandberg or its authorized agent the right to affect such invoice for payment of non-returned material following receipt of its replacement.

On-site Support
On-site support by an engineer is offered at Three (3) levels (9x5xNBD, 7x24xNBD, and 7x24x4).

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-Tandberg 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
7x24xNBD 7x24 Phone Support incl National 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
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-Tandberg or an Overland-Tandberg 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-Tandberg 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 7x24xNBD options exclude Overland-Tandberg 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-Tandberg 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-Tandberg 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-Tandberg 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, 7x24xNBD 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-Tandberg 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-Tandberg web site or contact your Overland-Tandberg Sales Representative. 

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-Tandberg. If problem determination occurs after 3:00PM or on weekends or holidays the replacement product will ship on the next Overland-Tandberg 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-Tandberg 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-Tandberg Service center. Customers with CARE coverage who are outside of this service zone will be shipped the FRU and Overland-Tandberg 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-Tandberg 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-Tandberg 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-Tandberg 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-Tandberg or its authorized agent the right to affect such invoice for payment of non-returned material following receipt of its replacement.

Telephone Technical Support: 
Standard telephone technical support (9x5 Business Day) is available during standard Overland-Tandberg business hours  prevailing time at the Overland-Tandberg 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-Tandberg technical support including hours of operation and holidays.

Secure Drive Program:
Overland-Tandberg’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-Tandberg 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.

Miscellaneous
NEO Series® Options installed into a Covered Product shall assume the same service entitlement and duration of the host Overland-Tandberg product when so registered with Overland-Tandberg via the Overland-Tandberg Web Portal.  Warranty upgrades or Additional Services for NEO Series® Options are included in pricing for 9x5xNBD, 7x24xNBD 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-Tandberg  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.


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-Tandberg, in lieu of any other standard Limited Warranty coverage. Overland-Tandberg, 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-Tandberg’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-Tandberg Limited Factory Warranty and purchased Overland-Tandberg support upgrades and extensions are subject to the Overland-Tandberg Warranty Terms and Conditions.