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Offerings

Hardware Support

Hardware Service Plans

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

Key benefits:

1. Boost operational success during mission critical situations
2. More proactive level of support via our Callhome email system
3. Minimize downtime in the event of a failure
4. Improve overall cost effectiveness

All BlueArc storage systems include a built-in call home event notification capability, providing around-the clock system status monitoring, allowing Global Services to respond to critical alerts within minutes of their occurrence. In addition, the call home system provides remote server diagnostics and performance metrics. The administrator may also periodically initiate the collection of detailed performance diagnostics called a Performance Information Report (PIR). Leveraging these advanced management capabilities, support personnel are able to diagnose and resolve field issues quickly and efficiently.

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 via WebEx. 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 via WebEx.

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 via WebEx.