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SERVICE AND SUPPORT

ULTRASTOR offers comprehensive service and support programs designed to protect your hardware investment. Contact your ULTRASTOR sales representative to learn more about which service and support options will best meet your needs.

 

  • 1st Year of Advance Replacement Included with Standard Warranty
  • Advance Replacement Extension Warranty up to 3 Years
  • Onsite & Self-service Spares Kits
  • Premium Onsite Support Packages Including 24/7 Support

 

Standard Service and Support


Standard Warranty

The Standard 3-Year RTV[1] ULTRASTOR Warranty covers all system components (excluding 3rd party accessories) for a period of three years years from the original purchase date. The Standard Warranty includes a 15-Day Advance Replacement Protection Policy on DOA or system/component failures due to manufacturing defects. The Standard Warranty includes free firmware updates and access to unlimited Basic Support. In the event of a hardware failure during the warranty period, a Return Material Authorization (RMA) number will be issued and replacement components shipped via standard UPS or FEDEX service. See individual product Warranty for more information. Warranty extensions may be purchased for products still under Warranty. (Some restrictions apply).

[1] RTV - Return to Vendor/Factory for Repair or Service

 

1st Year Advance Replacement Warranty

First-year ARP (Advanced Replacement Program) includes next-business day replacement of parts or systems[2], once a Technical Support Representative has identified the Product as being defective within the first year of purchase. Replacement parts or systems shall be shipped by next business day delivery[2] at no cost to the Customer[3], according to the terms and conditions outlined in the product warranty statement. A Technical Support Representative must approve the replacement by 2PM Pacific Standard Time in order for replacement components to be delivered by the next business day. Any ARP approvals authorized after 2PM Pacific Standard Time will be shipped the following business day.

[2] At the discretion of Enhance Technology, Inc.
[3] According to the terms and conditions of the product warranty statement

 

Standard Support

ULTRASTOR Standard Support provides customers with unlimited Technical Support by phone and email during standard business hours. Replacement parts are cross-shipped within one business day of diagnosis of a hardware fault. Standard support includes ULTRASTOR Technical Support by phone and email during standard business hours. Firmware updates are free. All ULTRASTOR  solutions include Standard Support with the Standard Warranty.

 

 

 

Premium Service and Support


ULTRASTOR product customers who want to simplify maintenance and ensure overall system availability choose ULTRASTOR premium support for an enhanced level of service. Option include 8x5 and 24x7[4] phonesupport, as well as next-business-day onsite hardware replacement[5], following diagnosis of a hardware issue. Firmware updates are free. (Note: Onsite Support is not available on holidays.

[4] Service may not be available on holidays. Contact our storage specialists for more information
[5] Next-business-day hardware replacement requires prior purchase of a Onsite Service Spares Kit

 

Advance Replacement (2-Year) Extension Warranty

ARP (Advanced Replacement Program) Extension upgrades the Standard Warranty adds a full two years of ARP , for a total 3-Years of Advance Replacement protection. ARP Extension allows replacement parts or systems[2], next business day once the Technical Support department has identified the Product as being defective within the first year of purchase. Replacement parts or systems shall be shipped by next business day delivery* at no cost to the Customer**, according to the terms and conditions outlined in this warranty. A Technical Support Representative must approve the replacement by 2PM Pacific Standard Time in order for replacement components to be delivered by the next business day. Any ARP approvals authorized after 2PM Pacific Standard Time will be shipped the following business day..

 

Onsite Maintenance Contracts

ULTRASTOR product customers who require infrastructure operation 24x7x365 choose Premium support for fast, 24x7 response and onsite hardware replacement. Once a hardware issue is diagnosed by phone, a ULTRASTOR Technical Engineer arrives onsite, within 4 hours, if needed. Premium support also offers enhanced response times to software support issues and an exclusive support hotline for around-the-clock access. Firmware updates are free.

ULTRASTOR service programs include options for onsite maintenance and parts replacement by one of our global or regional service partners. Onsite Service Spares Kits enable customers to have all commonly used spare parts at their facility, critical in maintaining continuous system availability. Fauly components can then be repaired or replaced for constant spare availability.

 

 

 

Regular Business Hour Phone and Email Support


All ULTRASTOR product support centers are staffed by Senior Technical Engineers to answer questions, issue RMAs and provide onsite service if required. Regular ULTRASTOR business hour support provides regional language support, available by phone Monday - Friday during ULTRASTOR Business Hours 8:30 am to 5:30 pm local time at global support centers in Santa Fe Springs, California (US), Telford (UK), Vimercate (Italy) and Taipei (Taiwan).

Email support through the online service request form:
http://www.ultrastor.com/index.php/support/service-and-support/contact-support.

Email requests are addressed during regular business hours. Premium Support customers receive a hotline for 24x7 service.

 

 

What Our Customers Are Saying blurb

  • Gary Hall, CEO & Founder, MacAce

    Our ES3160 SANs have performed faultlessly with continually increased load. Performance and I/O have significantly improved over our previous storage systems.

  • Jake Bloedow, Network Admin, Thriveon

    Our ULTRASTOR ES3160P4 has been amazing! Our ES3160 SAN has allowed us to rapidly grow out our data center and provide customers with the most reliable service.

  • Mike Thompson, Western Digital Corporation

    ULTRASTOR is a solid performer. This system can compete side by side with some of the best systems that we have tested in our lab to date.

  • A.J. Lacomba, Rensselaer Polytechnic Institute

    We have been very happy with our SAN design and choice of hardware vendors. Our ULTRASTOR systems have been working flawlessly.

  • Kenaz Thomas, Oklahoma Medical Research Foundation

    This is just incredible that we can do everything in just one unit! Overall, so far we are very satisfied and in our opinion we got the best bang for the buck!

     More in Customer Testimonials

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  Sales & Support Information
   North & South America

   Main: 1+626-239-7339

 
   International

   Europe: +39 0363 1904979
   Asia & Pacific: +886-2-2269-1529

 

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