Visit Our COVID-19 Resource Center

Arcserve 1-Year Gold Maintenance Renewal for ARC APPL 9360DR PERP

  • Arcserve
  • 37878132
  • Temporarily Out-of-Stock
  • Call for next available delivery
Ordering Information
  • On-site
  • Remote Diagnosis
  • Next Business Day
Onsite support is limited to replacement of spare parts and components as identified through remote diagnosis by Arcserve Support.

Coverage excludes software-related failures, acts of nature such as electrical storms, floods or fire, acts of war and terrorism, criminal acts, and the user’s damage or negligence.
Remote Help Desk troubleshooting and diagnostics is required to identify the failure and determine the appropriate actions and service components needed onsite prior to dispatching a technician.

Upon completion of remote diagnostics, the Arcserve Support team will coordinate the components and the field technician to perform the onsite repair within the terms of the program. Onsite Support is provided for hardware part replacement only and does not include onsite troubleshooting or any software or cloud services.

Support requests can be submitted to Arcserve at any time, 24 hours per day, 7 days per week, any day of the year, including weekends and public holidays. Arcserve will apply reasonable effort to meet the servicelevel objectives stated in the Service Level Objectives above.

The standard process of submitting the support request applies to all incidents, including Severity 1 incidents outside of normal business hours for the customer location. Note that outside of normal business hours, the support for Severity 1 incidents will be provided in English.

After the remote diagnostics is complete and it is determined that an onsite visit is required, the technician visit to replace the identified part is planned for the next business day according to customer availability.

Note, that for Arcserve UDP Appliances 7000 and 8000 Series then next business day period starts from the arrival of spare parts and components at the customer location.

Onsite repairs occur during the normal business hours between 8:00 a.m. to 5:00 p.m. local time, Monday through Friday; any onsite activities outside of these hours, including public holidays, are chargeable at established time and materials rates.