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Support and Service Programs

Product Warranty Programs:

With highly trained Technical Support Staff, Iron Systems prides itself in offering the best product support. Our server, storage and appliance products are backed by product support, configuration assistance, training, on-site maintenance services and more.

Plans and CoverageIron Networks StandardIron Networks AdvanceIron Networks SilverIron Networks GoldIron Networks PlatinumIron Networks Enterprise
Help Desk Support      
Self Help via Online Knowledgebase      
Resolution via Email (Web-Form)      
Resolution via Email (Web-Form) + Phone      
Coverage Hours9am-5pm9am-5pm9am-5pm24 x 724 x 724 x 7
Coverage DaysM-FM-FM-F365 Days365 Days365 Days
Support Resolution Coverage      
L1 Hardware Deploy - Quick Start Guide Assistance      
L2 OS Installation & HW Troubleshooting      
L3 Advance Configuration - OS / Apss / Network etc      
L4 Data Center Config & Root Cause Analysis      
Performance Review Meeting      
Follow the Sun worldwide coverage      
Hardware Service: Depot Repairs      
Depot Repairs via RMA      
Hardware Service: Onsite Repairs      
On-Site Technician Visit      
On-Site Response Time  Next Day*Same4 Hours*Onsite Staff
On-Site Coverage Hours  9am-5pm9am-5pm9am-5pmOnsite Staff
Hardware Service: Parts Replacement      
Advance Parts Replacement      
Terms: Coverage Period      
Iron Networks Standard Warranty - Included (Years)2-----
Iron Networks Warranty Extension - Option (Years)1 (Total 3)-----
Iron Networks Premium Coverage - Option (Years)-1, 2 or 31, 2 or 31, 2 or 31, 2 or 31, 2 or 3

Iron Networks Standard Warranty: Standard Level Warranty Program

Iron Systems includes 2 Years of Standard Warranty Coverage on every Standard system (listed on website) sold and 1 year for Custom system. The coverage period can be extended by 3 years. This warranty offering includes: 

Help Desk Support:

Hardware Services:

Terms of Coverage:

Recommended for Data Centers with a Redundant Infrastructure and a Dedicated On-Site Support Staff that can diagnose and remedy hardware issues with minimal support

Iron Networks Advanced Warranty: Standard w/Advanced Parts Exchange

Customers can upgrade their Standard Warranty with an option for Advanced Parts Exchange. This plan offering includes:

Help Desk:

Hardware Services:

Terms of Coverage:

Recommended for Standard Warranty Customers Needing Replacement Components On-Site with the least possible delay or repair or replenishment.

Iron Networks Onsite Silver Plan*:

Customers can upgrade their Standard or Standard/AE Level Warranty to the Silver Level Service Plan. This plan offering includes:

Help Desk Support:

Hardware Services:

Terms of Coverage:

  • 1, 2, or 3 year standard warranty with Next Business Day on-site response.
  • Warranty is valid from the date of shipment.
  • Items outside Warranty Coverage will be presented to the customer as billable along with a time & materials quote prior to repairs being executed.
  • The necessary spare parts are required to be on site prior to dispatch of an Engineer for onsite service support. We strongly recommend that spare kits are purchased at the time of original purchase of equipment and stocked in a safe cage.

Recommended for Data Centers with a Dedicated Staff Remote from Data Center that can at least temporarily remedy situations with little external aid.

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