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Arcserve 1-Year Platinum Maintenance Renewal for Arc Appl 9012 Perp

  • Arcserve
  • 37878335
  • Temporarily Out-of-Stock
  • Call for next available delivery
Ordering Information
  • On-site
  • Remote Diagnosis
  • Hardware Support
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 service level 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.

Following the completion of remote troubleshooting, diagnosis and problem determination, an Arcserve support technician will arrange for the failed parts to be dispatched to the location of the appliance and will schedule the onsite visit based on the maintenance agreement program and availability.

Platinum Maintenance customers are entitled to both next-business-day and four-hour, on-site hardware support services. Platinum Maintenance is subject to availability, depending on the location of the appliance installation and operation. The Arcserve Partner or Arcserve Representative can advise on the availability of the Platinum Maintenance at any time.