Support & Maintenance Packages
ProStor InfiniVault Support Services provide a comprehensive family of hardware and software services that help you increase performance and availability. Working with your IT team, ProStor Systems engineers can deliver onsite and over-the-phone support – around-the-clock, 365 days per year. ProStor offers three levels of support services above basic warranty: Total Support, Total Support 24 and Critical Support.
ProStor Company Holidays - 2011
Total Support
Service includes:
- Telephone Support - ProStor engineers begin working cases within two hours after your call is logged. Our engineers assist with trouble-shooting problems and setting configuration parameters. Our support center is available 6:00 a.m. – 6:00 p.m. MST, Monday through Friday excluding ProStor company holidays. See link above for this year's holidays.
- Next Day Advanced Parts Replacement – In the event that any component fails within your InfiniVault, customer replaceable parts will be sent overnight.
- Software Updates and Licensing – ProStor support services include rights to new software versions for your InfiniVault model.
- Electronic Support – Access the ProStor Support Portal for software updates, knowledge base, trouble tickets and product notifications.
Proactive Failure Notification – ProStor will monitor and proactive notify you of hardware failures.
Total Support 24
Service includes all of the features of Total Support, plus:
- 24x7 Critical Issue Support – ProStor support is available 24x7x365 for critical issues. Non-critical issues are covered during standard business hours.
Critical Support
Service includes all of the features of Total Support 24, plus:
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Onsite Hardware Support – For issues that cannot be resolved remotely, an engineer will deliver onsite hardware replacement for field replaceable components. In most cases, a ProStor authorized representative can arrive at your site within four hours after your call is logged.
