Choose Imation's Nexsan Service and Support Program that fits your organization and get the highest performance out of your Nexsan storage systems while protecting your investment. Imation offers Enterprise, Premium and Concierge programs above the Standard Warranty and Basic program to provide a selection of service and support features for any sized organization or IT team. Service and support upgrades are available for Nexsan E-Series, Nexsan E5000 Family, Beast and Boy systems. Visit the DATABeast, Assureon and Nexsan iSeries support pages for details about those programs. Contact your Imation sales representative to learn more about which service and support options will best meet your needs.
The Standard Warranty includes free firmware and software updates (bug fixes, minor releases) and covers all Nexsan supplied hardware components. Once a Return Material Authorization (RMA) is issued, replacement components are advance-shipped within one business day. An RMA can be obtained by phone, fax, or email. Warranty period varies by product. See product Warranty for more information. Warranty extensions may be purchased for current products still under Warranty. (Some restrictions apply)
Nexsan product customers who prefer to perform simple hardware replacement themselves and do not need 24x7 care choose Basic support. As needed, replacement parts are advance-shipped within one business day of diagnosis of a hardware fault. Basic support includes Nexsan Technical Support by phone and email during standard Imation Business Hours. Software upgrades are available for an additional charge. Software/Firmware Updates are free. Nexsan E-Series, SATABoy and SATABeast RAID products include Basic Support with the Standard Warranty.
Nexsan product customers who want to simplify maintenance and ensure overall system availability choose Nexsan Enterprise support for an enhanced level of service. It includes 24x7 phone and email support, as well as next-business-day onsite hardware replacement, following diagnosis of a hardware issue. Upgrades are available for an additional charge. Software/firmware updates are free. (Note: onsite support is not available on Nexsan holidays. See www.nexsan.com/support for details)
Nexsan product customers who require infrastructure operation 24x7x365 choose Premium support for fast, 24x7 response and onsite hardware replacement. Once a hardware issue is diagnosed by phone, a Nexsan Technical Engineer arrives onsite, within 4 hours, if needed. Premium support also offers enhanced response times to software support issues and an exclusive support hotline for around-the-clock access. Software/firmware updates and upgrades are included.
Nexsan NST5000 Concierge support offers proactive managed services to ensure your Nexsan storage system is always in peak operating condition. In addition to the features of the Premium support program you receive 24x7 hardware monitoring and automatic dispatch. Your assigned Technical Account Manager is intimately familiar with your installation and can provide rapid answers to questions. Imation conducts monthly health checks to keep your system in peak condition, as well as capacity and performance reviews twice a year. Personalized Concierge service offers the ultimate in support availability and ease.
All Nexsan product support centers are staffed by Senior Technical Engineers to answer questions, issue RMAs and provide onsite service if required. Nexsan regular business hour support provides standard English language support, available by phone Monday - Friday during Nexsan Business Hours 9:00 am to 5:00 pm local time at global support centers in San Diego, California (US), Derby (UK) and Tokyo Japan. Email support at firstname.lastname@example.org or through the online service request form: http://www.nexsan.com/support/service-request.aspx. Email requests are addressed during Nexsan Business Hours. Enterprise, Premium and Concierge Support customers receive a hotline for dedicated 24x7 service. Our globally connected call tracking and communication system ensures the same level of quality support worldwide
Enterprise, Premium and Concierge programs include options for onsite maintenance and parts replacement by one of our Nexsan-trained, world-class global and regional service partners.
This program provides customers with on-location spares for maximum convenience and protection of critical storage devices. The Onsite Spares Program enables customers have all commonly used spare parts located in their facility for rapid replacement and restoration of operations. Along with optional 24x7 phone support, customers can be assured of rapid resolution to any problem. Replaced components can be advance-shipped for constant availability.
In addition to world-class support programs, Imation offers professional services to assist with solution design, installation and implementation. Onsite specialists work with you to configure your system, integrate it into your environment and even perform application and data migration. Imation Professional Services are priced at daily rates and can be scheduled for any number of days. Web-assist professional services for advanced remote assistance are also available. Contact your Imation sales representative or the Imation Technical Services Group for more information.