Standard Warranty Services
Basic hardware and software warranty services are included with your new Virtensys system and are valid within the limited term purchased. Please see User’s Guide for full warranty information. Includes:
- Telephone support for incidents during business hours
(8:00AM GMT to 5:00PM GMT and 8:00AM PST to 5:00PM PST). - VirtensysConnect remote support via broadband connection
(if available at customer site). - 365 days/year x 24 hrs/day online support – log an issue and access knowledge base.
- Return and repair services via Virtensys Return Material Authorization (RMA) process.
Extended Warranty Services
Expand Standard Warranty Service term for up to three years.
On-site Technical Support Services
Virtensys, through its Certified Service Partners Network, offers the following On-site Technical Support Services and associated pricing.
| Service Coverage |
|---|
| Gold 365 days/year x24 hrs/day with 4 hr response time |
| Silver 365 days/year x24 hrs/day with 8 hr response time |
| Bronze Business Days, 8AM-5PM (GMT & PST) with 8 hr response time |
Advanced Replacement Services
Virtensys also offers advance replacement part delivery:
- Same Day Shipment - Advance replacement parts are shipped the same day to arrive the next business day, provided the hardware diagnosis and service order (RMA) is generated before 3PM in the local region. Otherwise the part will be shipped the next business day.
- Next Business Day Shipment - Advance replacement parts are shipped the same day, provided the hardware diagnosis and service order (RMA) is generated before 3pm in the local region. This service level does not guarantee delivery on the next business day.
Software Subscription Service
Virtensys offers a smart, comprehensive way to maximize your investment by offering software subscriptions, service, and support for the software products purchased with a Virtensys system. One, two and three year Virtensys Software Subscription plans provide timely access to latest software updates for major, minor, and maintenance releases. These plans save customers money compared to repeat purchases of new software or individual upgrades.
