Vertiv’s comprehensive technical support plans help you get the most from your investment by ensuring you have the right coverage, expertise, and response times for your business needs. Whether you need full coverage 24/7, quick firmware access, or extended protection for mission-critical infrastructure, Vertiv has a plan to match your requirements.
| Feature | Limited (Included with hardware purchase) | Firmware Only (Firmware only for each unit) | Advanced* (Purchased as extended/ uplifted option) |
|---|---|---|---|
|
Coverage Duration |
2 years with product registration1 | 1 year (renewable) | 3, 4, 5 years extension plus2 |
|
Hardware Replacement |
Return to Factory: 10-to-14-day RMA post receipt of failed unit | N/A | Advanced Replacement-Next- Business-Day RMA3 |
|
Response Time |
Within 24 hours | N/A | within 4 hours4 |
|
Follow up Time |
Within 5 days | N/A | Daily |
|
Telephone Access |
Access(8/5)5 | N/A | Access(8/5)5 |
|
Firmware Access |
Included | Yes | Included |
* High Performance KVM Extender Systems, Vertiv™ Avocent® MP1000 Management Platform and software licenses excluded
1 Government and European customers excluded
2 Flexible term options that extend the standard warranty by 3, 4, or 5 years.
3 Reasonable efforts will be made to ship same day for requests received by 2:00 p.m. Circumstances such as customs, duties, tariffs and receipt mechanisms at customer locations may affect actual delivery time.
4 For Sev 1 and 2 (See Severity Table below)
5 Telephone Access is region-dependent, standard business hours.
Additional Detail of Severity
| Severity | Description | Examples |
|---|---|---|
|
1 |
Complete loss of service for all users. Causes direct revenue loss. * Critical impact on operations and revenue |
This will affect a large group of customers or causes direct revenue loss. |
|
2 |
Limited loss of service. No acceptable work-around available. Operations can continue in a limited fashion. * Does not cause direct revenue loss. |
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 |
No loss of service. Request for information. | 'How To' questions. Requests for information |
RMA Details:
Advanced Replacement (offered with Advanced Support Plan):
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 Avocent sales rep for SKUs, pricing, additional information or bulk pricing for large scale projects.
