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ProStor Systems' Support Plans

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Warranty

ProStor provides a 1-year warranty for out-of-the box defects on ProStor InfiniVault® hardware, and a 90-day warranty for critical software defects, including:

• Telephone diagnosis during ProStor business hours (6am-6pm Mountain Time), excluding ProStor company holidays
• Advance parts replacement for defective parts at power-up and documentation for manual parts replacement
• Software fix for critical defects within 10 business days of full diagnosis

Support & Maintenance Packages

ProStor offers 1-year thru 5-year System Support Packages for our ProStor InfiniVault customers.

ProStor InfiniVault® System Support includes:

Full telephone support with 4-hour response time during ProStor systems' business hours (6am-6pm Mountain Time), excluding ProStor Systems' company holidays

• Next-day support for issues reported outside of business hours
• Full 24x7 access to ProStor System’s Support Portal to enter and track Support Tickets and to access our rich set of self-service support tools
• Advance overnight parts replacement for customer repairable defective parts
• 2-3 day system replacement if necessary
• AutoSupport monitoring and advance problem notification of hardware and software issues
• Remote repair services, when applicable
• Free rights to software updates

Onsite Repair

For our Customers who don’t have technical IT staff on-hand, or require same day parts replacement ProStor has optional packages for onsite hardware replacement and offered in conjunction with ProStor’s authorized service providers. In the event of a hardware failure a qualified technician will be dispatched who can further diagnose and fix your problem, in person. Call your ProStor Sales Representative for pricing and availability.