Scalable Technical Support Levels
BlueArc provides cost-effective support scaled and priced for your needs. Our professional support staff will assist you in diagnosing your environment and respond to your problem by reviewing your system’s symptoms. Our team is ready to respond to the complexity of your architecture and will work to ensure we provide you the solution that will optimize your business objectives.
Support and Services
BlueArc Global Services is committed to service excellence. Our dedication to forging close working partnerships with our customers has enabled us to establish an outstanding reputation for service and support. Click here for the Product and Support Terms and Conditions.
Our support service plans are only available to customers who have purchased a valid support plan with qualified BlueArc products.
BlueArc Service Offerings
Hardware Service Plans
Key Benefits:
- Boost operational success during mission critical situations
- More proactive level of support via our Callhome email system
- Minimize downtime in the event of a failure
- Improve overall cost effectiveness
The BlueArc Service Plans provide you with the level of hardware support and service needed to ensure optimal uptime and system performance. Many businesses have different in-house technical resources and capabilities, as well as availability and response time requirements. BlueArc offers three options for hardware service (Warranty, Standard, or Premium) to meet the spectrum of customer requirements, each level tailored to fit a specific set of needs.
All Service Plans provide the following:
- Toll-free 24 x 7 x 365 phone support
- Remote diagnostics
- 24 x 7 x 365 system monitoring via BlueArc’s Callhome email system
Service Levels:
Premium Service
The Premium Service offers a high-level of support for mission critical environment that require more stringent response times. With these requirements, Premium Service offers expedited hardware services that ensure you receive your critical parts in a timely manner to minimize system downtime. A Premium Service 4-hour response for hardware replacement ensures your replacement part arrives at your site within 4 hours after your call has been logged by the Technical Assistance Center, if this time falls within your contract service window.
The Premium Plan provides 4-hour delivery of service parts, along with 24 x 7 x 365 telephone support, remote server management, diagnostics, and remote service capability. As a Premium subscriber, priority is given to your cases before Standard and Warranty customers.
Standard Service
The Standard Service is for important but slightly less time-critical support for your business environment. A Standard Service next business day response for hardware replacement ensures your replacement part arrives at your site the following business day, after your call has been logged by the Technical Assistance Center.
The Standard Plan provides next business day delivery of service parts along with 24 x 7 x 365 telephone support, remote server management, diagnostics, and remote service capability.
Warranty Service
Warranty Service is a flexible and cost-effective approach to non-mission critical systems. The Warranty Service offers hardware replacement parts to be delivered at your install location at best effort response time. These shipments will arrive within 3-5 business days after a call has been logged with the Technical Assistance Center.
The Warranty Plan provides best effort delivery of service parts along with 24 x 7 x 365 telephone support remote server management, diagnostics, and remote service capability.
Service Plans At-A-Glance
| Warranty | Standard | Premium | |
| Hardware Support | 3 years | May be purchased for periods of 1-3 years | May be purchased for periods of 1-3 years |
| Parts Availability & Response Time | Best Effort | Parts delivered onsite next business day | Parts delivered onsite within 4 hours |
| Telephone Support | 24 x 7 x 365 | 24 x 7 x 365 | 24 x 7 x 365 |
| Remote Server Support | Alerts email-home remote monitoring, proactive parts replacement, remote server management, diagnostics, and service. | Alerts email-home remote monitoring, proactive parts replacement, remote server management, diagnostics, and service. | Alerts email-home remote monitoring, proactive parts replacement, remote server management, diagnostics, and service. |
Software Service Plan
The BlueArc Software Support Plan can be purchased in conjunction with or separately from a BlueArc Hardware Service Plan. The Software Support Plan provides 24 x 7 x 365 telephone/email support, remote server management, diagnostics, and service, continuation and extension of the standard 90-day software warranty, and managed software upgrades. The Software Support Plan is required in order to receive any updates after the 90-day software warranty period expires.
All BlueArc software licenses are for individual servers and are non-transferable.
Secure Site Plan
We Offer:
- Technical Assistance professional trained in supporting government sites
- Professional Service Engineers available during critical situations with the proper clearance to provide on-site assessments
- Cross- functional communication process to ensure immediate resolution with management visibility with escalated issues
- Advance shipment of all replacements without restrictions
- Proactive team to help address any security compliance regulations
Secure Site Support for Government and Closed Networks
With a staff of experienced professionals, our team is readily available to accommodate site requirements your business needs.
We understand your business need to secure all classified information from your site, and have resolution process and programs in place to ensure your problems are resolved to your satisfaction. We are committed to the effective resolution of issues that meet your system ever-changing business environment as well as your expectations in mission critical situations.
The Secure Site plan provides 4-hour delivery or next business day delivery of service parts along with 24 x 7 x365 telephone support, remote server management (if the location allows for remote monitoring), On-Site access including both physical (personnel) and logical (diagnostics) . Advance shipment of all replacements with Server and Disk Retention coverage.
We offer two services for customers:
| Standard | Premium | |
| Hardware | One to three year plan periods available | One to three year plan periods available |
| Replacement Parts | Parts delivered onsite next business day | Parts delivered onsite within 4 Hours |
| Parts Retention | Server and Disk Retention coverage | Server and Disk Retention coverage |
| Technical Assistance Center | 24x7 | 24x7 |
