Nexsan NST5000 Support

	Basic	Enterprise	Premium	Concierge
Parts Deployment	Advanced Parts Replacement Self Installed FRU	Parts arrive with on-site technician
Parts Timeframe	Ship within 1 Business Day	On-site 5x9 Next Business Day	On-site 7x24 4-Hour Response
Telephone and Email Support	Business Hours	7x24
Severity Level 1/2/3 (remote) Response Times	4hrs/6hrs/6hrs 7x24 Hours	4hrs/4hrs/8hrs 7x24 Hours	2hrs/4hrs/4hrs 7x24 Hours	1hrs/2hrs/2hrs 7x24 Hours
Firmware or Software Updates (bug fixes, minor releases)	Yes
Firmware of Software Upgrades (new features, major releases)	No	Yes
NST5000 Concierge Services	No			NST5000 Only
NST5000 Concierge Services include: Hardware monitoring, auto-dispatch, assigned TAM, rapid answers, monthly health check, twice annual capacity and performance review. NST5000 Concierge Services include: The NST5000 and any connected Nexsan E-Series storage systems.

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