Support Plans
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.
Related Materials
Customer Support Portal - log in
Telephone Support - 866.443.7515 or 1.720.383.7667 (6am – 6pm Mountain Time, excluding ProStor holidays)
Email Support - support@prostorsystems.com
Twitter - follow us on Twitter at ProStorSupport
