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Warranty & Service

Winchester Systems is committed to providing you with a defect-free data storage product. We have designed our data storage products to withstand component failures, to offer “hot-swap” user replaceable components and even to rebuild lost data -- without downing your server or disrupting your users.

Our service programs reflect our further commitment to deliver fast, flexible and comprehensive data storage products support and service. All Winchester Systems’ data storage hardware and products include a full one-year warranty, including Next-Day On-site Service. Same-Day On-Site Service is available at an additional cost. The warranty runs one (1) full year from date of shipment and may be extended with an Annual Service Contract.

ONE-YEAR DATA STORAGE HARDWARE PRODUCTS WARRANTY

Winchester Systems has partnered with a world-renown global services task force consisting of over 6000 certified service engineers nationwide. With a team like this, you can count on having your technical problems resolved quickly.

•NEXT-DAY ON-SITE SERVICE
Local Support. Winchester Systems includes next day onsite service standard with every FlashDisk OpenRAID system and is available Monday through Friday, 8 am to 5 pm local time at the customer site.

•PHONE SUPPORT
Technical support. Free technical telephone support as needed during normal business hours (8:30 am to 5:30 pm) on our “Support Hotline” at 866-974-4357(WSI-HELP).

•FIRMWARE
Free firmware upgrades. All firmware upgrades to controllers, drives and other components are distributed as required.

OPTIONAL DATA STORAGE PRODUCTS AND SERVICES

The following optional services are available at an additional cost to support any high availability requirements which exceed the support delivered by the data storage hardware products One-Year Warranty.

•SPARE PARTS KITS
On-site spares . For installations with the highest availability requirements, a complement of on-site spare parts is strongly recommended. Discounts are available at the time of initial system purchase to encourage spare parts self-sufficiency for sites where overnight parts delivery is too slow and immediate availability of spare parts is essential. Your sales representative can help recommend proper spare parts kit configured to meet your needs.

•RAPID REPLACEMENT UNITS
Disaster Recovery . In order to minimize “mean time to repair” (MTTR), a Rapid Replacement Unit is recommended where multiple FlashDisk systems are installed. A Rapid Replacement Unit is a “hot-spare system” consisting of an entire unit with one disk drive, based on your initial FlashDisk configuration. In the event of a problem, just move all the drives from the failed unit to the Rapid Replacement Unit, reconnect the cable, and you are up and running in about 15 minutes. Pricing is based on your FlashDisk configuration and is discounted at the time of initial system purchase.

•SAME-DAY ON-SITE SERVICE
4-hour Response. Same day service is available at an extra cost, for customers with business critical applications requiring immediate attention. Within 4 hours of a request, a qualified field service engineer will be dispatched from a team of over 6000 experienced service representatives.

•“24 x 7” SUPPORT HOTLINE
Business Critical. If you run your system more than the standard eight hour day, you will appreciate this extended “Support Hotline” coverage. Factory trained service technicians are on call around the clock, 24 hours a day, seven days a week, to help you diagnose and repair your system - 866-WSI-HELP (866-974-4357).

Parts Shipment. Any parts required will be shipped overnight during normal business hours. Same day or “next flight out” parts shipments are also available on a best effort basis, at an extra cost during normal business hours. Requests for parts after normal business hours will be fulfilled at an extra cost, on a “best effort” basis.

•REMOTE DIAGNOSTICS
Dial-in access. If your system is set up for remote dial-in access and you give us the phone number and temporary guest password, we can perform remote diagnostics and often remote troubleshooting, reconfiguration, reinitialization and repair of your system.

•ON-SITE INSTALLATION AND TRAINING
On-site installation at your convenience. Optional on-site installation is easily arranged. A Winchester Systems’ service technician will travel to your site at your convenience -- which often means after hours or weekends -- to install and train your users -- for a fixed fee quoted in advance.

•LOANER SYSTEMS
Loaner systems. Loaner systems are available as needed at extra cost.

Hot ship. If your system is down, a similar (not necessarily identical system) will be “hot shipped” from our service stock to your location, freight prepaid. You can use this loaner system until your unit can be repaired and returned to you.

Repair and return. Winchester Systems then uses the standard in-warranty troubleshooting and shipping procedures to repair your system. When you have your system back and it is fully operational, you return the loaner system, freight prepaid.

As part of an Annual Service Contract you may elect any or all of the above options. Our Sales or Service organizations will be glad to assist you in designing a flexible service contract which meets your requirements. Please contact us for additional information and pricing at 800-325-3700.

OUT-OF-WARRANTY REPAIRS

Purchase order required. Out-of-warranty repairs require a repair Purchase Order Number. Parts received without a Purchase Order Repair number may cause a delay in your parts repair.

Time and materials. Out-of-warranty systems can be serviced much like in-warranty systems. You are billed for actual time and materials costs for parts, labor (including telephone support) and all shipping and packaging costs.

Service contract recommended. The delay in obtaining a purchase order number is prohibitive in many organizations. You should strongly consider obtaining a service contract to avoid unnecessary delays in obtaining repair services. Parts & availability not guaranteed without contract.

Priority. Warranty and service contract repairs take priority over out-of-warranty repairs. To avoid possible repair delays, a service contract may be advisable.

Factory labor rates. Diagnosis and repair labor in the factory is billed at a $175.00 per hour flat rate with additional costs for parts. Repair costs are quoted in advance of actual repair for customer approval.

Telephone support. Phone support is billed at $175.00 per hour during normal business hours with a one (1) hour minimum. Support after normal business hours is billed at $275.00 per hour with a one (1) hour minimum.

Behind every system we deliver is a team of dedicated and trained professionals constantly striving to achieve 100% customer satisfaction.

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