Solution Support

STORServer support is the single point of contact for all components of the solution. STORServer customers have one number to call for any issues that arise with their backup appliances or software. No need for multiple calls to multiple vendors. Customers work directly with knowledgeable consultants who are familiar with the environment and will diagnose and resolve issues quickly.

The menu of support services offered by STORServer is outlined below. Each option includes a choice of 8×5 or 24×7 support. STORServer Solution Support also has a Platinum support option that provides remote management services including full dial-up operation of the appliance environment, running schedules, event log checking, and trending.

Support & Warranty Options

Solution Support
(8×5 or 24×7 or Platinum)

  • Next business day on-site support for hardware service*
  • Three-year warranty **
  • Guaranteed four hour response time
  • Full diagnostic support of the environment
  • Support calls logged electronically or on the phone
  • Some components are considered ‘customer replaceable’
  • One call for support on any component of the solution
  • Remote dial-in diagnostics available
  • Knowledge base search
  • Remedial assistance

Hardware Only Support
(8×5 or 24×7)

  • Next business day on-site support*
  • Three-year warranty**
  • Guaranteed four hour response time for problem reports
  • No diagnostic support provided
  • Problem reports logged electronically or on the phone
  • Some components are considered ‘customer replaceable’

Hardware
No Support

  • Next business day on-site support for hardware service*
  • Manufacturer warranty only
  • STORServer dispatches problem report to the manufacturer
  • No diagnostic support provided
  • Problem reports logged electronically
  • Upgrade to four hours on-site available.

* At STORServer, Inc. discretion. **With active STORServer Support Contract

View STORServer Support Solutions and Warranty Brief

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