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Wasabi VMX iSCSI SAN Support |
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Wasabi believes customer satisfaction, quality and business relationships benefits everyone. Our commitment to you; To respond to your needs and ensure your continued business success with our technology. We are proud to provide you with the highest levels of service and support. Our courteous staff will respond with the highest service level professionalism to technical issues. Need to contact us for support? Access the the Wasabi Support Center to submit a service ticket or browse through the knowledgebase. The following table defines the software and hardware support options available with all Wasabi VMX appliances. Standard software and hardware support is provided free of charge to all customers. Premium software and hardware support including optional on-site support can be purchased in annual intervals (i.e. 1 Year, 2 Years, 3 Years). Please contact our sales department if you have any questions about any of our support packages or wish to renew your annual support subscription. Software Support | Feature | Software Support Details | Standard | Premium | | Support Portal | Documentation and Knowledge base access at http://support.wasabisystems.com. | Lifetime | Lifetime | | Web Support | Submit and track support incidents on the Web at http://support.wasabisystems.com. | 3 Years | 3 Years | | Minor Technology Protection | Includes minor feature enhancements and may contain bug fixes. It is characterized by an increment to the second and third digit in the version release number (e.g., the number two in Release v3.2.1). | 60 Days | Annual Agreement | | Major Technology Protection | Includes significant feature enhancements and may contain bug fixes. It is characterized by an increment to the first digit in the version release number (e.g., the number three in Release v3.2.1). | Pay Per Incident | Annual Agreement | | Phone Support | Direct contact with a dedicated support engineer. | Pay Per Incident | Annual Agreement |
Hardware Support | Feature | Hardware Support Details | Standard | Premium | | Return to Depot with Cross Shipment | Advanced replacement for malfunctioning parts are shipped Monday through Friday only, holidays excluded. Customer must return the malfunctioning part within 15 days and will be billed for parts not returned within that timeframe. | 3 Years | 3 Years | | On-site Hardware Support | Next business day on-site support for all hardware related issues. | Not Applicable | Annual Agreement |
* - On-site Hardware Support must be purchased within the first 30 days. If on-site support is not purchased at the same time as the original date of purchase, there is a 21 day waiting period before the on-site contract can be activated. |
