As of November 2025, Vertiv KVM and Serial products have moved to a new support plan structure. The following products are excluded from the new program and will still follow the older version of the program.
-
High Performance KVM Extender Systems
-
Vertiv™ Avocent® MP1000 Management Platform and software licenses
| Limited | Silver | Gold | |
|---|---|---|---|
|
Term Length Maximum of 4 years |
2 years with product registration1 |
1 year, 2 year, or 4 years2 |
1 year, 2 year, or 4 years2 |
|
Telephone Access |
Access (8/5) |
Access (8/5) |
Anytime Access (24/7) |
|
Hardware Replacement |
Return to Factory – 10- to 14-day RMA post receipt of failed unit |
Advanced Replacement – Next -business-day RMA4 |
Advanced Replacement – Next -business-day RMA4 |
|
Response Time |
Within 24 hours |
Based on Severity level3 1 = Every 8 hours 2 = Every 2 days |
Based on Severity level3 1 = Every 4 hours 2 = Daily |
|
Media Retention |
Option not available |
Option not available |
Available for Gold customers Separate SKU (SwitchView SC) |
1 Government and European customers excluded
2 HMX and AMX excluded in 4-year offering
3 See detailed Severity table below
4 Reasonable efforts will be made to ship same day for requests received by 2:00pm. Circumstances such as customs duties, tariffs and receipt mechanisms at customer locations may affect actual delivery time.
Additional Detail of Severity
| Severity | Description | Examples |
|---|---|---|
|
1 |
Complete loss of service for all users. Causes direct |
This will affect a large group of customers or cause direct revenue loss. |
|
2 |
Limited loss of service. No acceptable work-around available. Operations can continue in a limited fashion. |
Many customers are not able to use an application but can perform other work-related duties. An application is down but does not directly affect revenue. |
|
3 |
Minor impact to limited functionality. Functional via workaround. Inconvenience. |
Minimal affect to productivity. A problem that affects an individual user but there is an alternative. |
|
4 |
|
|
RMA Details:
Advanced Replacement (offered with Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Vertiv.
Advanced Replacement with Media Retention (only offered for Secure KVM products):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Next Steps:
Contact your Vertiv Avocent sales rep for SKUs, pricing, additional information or bulk pricing for large scale projects.