This service (4YGLD-ACS32PT) extends the standard warranty for an additional 4 years (48 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS 5032 and ACS 5032DAC model.
*For complete specifications see the documentation tab above.
This service (2YSLV-ACS8PT) extends the standard warranty for an additional 2 years (24 months). The warranty extension includes professional 8X5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS8PT model.
*For complete specifications see the documentation tab above.
This service (1YSLV-ACS8PT) extends the standard warranty for an additional year (12 months). The warranty extension includes professional 8X5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS 5008 model.
*For complete specifications see the documentation tab above.
This service (2YGLD-ACS32PT) extends the standard warranty for an additional 2 years (24 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS 5032, ACS 5032DAC model.
*For complete specifications see the documentation tab above.
This service (4YGLD-ACS8PT) extends the standard warranty for an additional 4 years (48 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS8PT model.
*For complete specifications see the documentation tab above.
This service (2YGLD-ACS8PT) extends the standard warranty for an additional 2 years (24 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS8PT model.
*For complete specifications see the documentation tab above.
This service (2YGLD-ACS16PT) extends the standard warranty for an additional 2 years (24 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS 5016 model.
*For complete specifications see the documentation tab above.
This service (1YSLV-ACS48PT) extends the standard warranty for an additional 1 year (12 months). The warranty extension includes professional 8x5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS 5048 and ACS 5048DAC model.
*For complete specifications see the documentation tab above.
This service (4YSLV-ACS8PT) extends the standard warranty for an additional 4 years (48 months). The warranty extension includes professional 8X5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS 5008 model.
*For complete specifications see the documentation tab above.
This service (4YSLV-ACS48PT) extends the standard warranty for an additional 4 years (48 months). The warranty extension includes professional 8x5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS Console Server ACS48 model.
*For complete specifications see the documentation tab above.
This service (2YSLV-ACS32PT) extends the standard warranty for an additional 2 years (24 months). The warranty extension includes professional 8x5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS 5032 and ACS 5032DAC model.
*For complete specifications see the documentation tab above.
This service (1YGLD-ACS32PT) extends the standard warranty for an additional 1 year (12 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS 5032 and ACS 5032DAC model.
*For complete specifications see the documentation tab above.
This service (2YGLD-ACS48PT) is an ideal hardware maintenance services. This service includes 1-Year Silver Hardware Maintenance and Advanced Replacement.
This service (1YGLD-ACS48PT) extends the standard warranty for an additional 1 year (12 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS48PT model.
*For complete specifications see the documentation tab above.
This service (4YGLD-ACS16PT) extends the standard warranty for an additional 4 years (48 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS 5016 model.
*For complete specifications see the documentation tab above.
This service (2YSLV-ACS16PT) extends the standard warranty for an additional 2 years (24 months). The warranty extension includes professional 8x5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS 5016 model.
*For complete specifications see the documentation tab above.
This service (1YSLV-ACS32PT) extends the standard warranty for an additional 1 year (12 months). The warranty extension includes professional 8x5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS 5032 and ACS 5032DAC model.
*For complete specifications see the documentation tab above.
This service (2YGLD-ACS48PT) extends the standard warranty for an additional 2 years (24 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS48PT model.
*For complete specifications see the documentation tab above.
This service (4YSLV-ACS16PT) extends the standard warranty for an additional 4 years (48 months). The warranty extension includes professional 8x5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS Console Server ACS32, ACS32 NEBS model.
*For complete specifications see the documentation tab above.
This service (2YSLV-ACS48PT) extends the standard warranty for an additional 2 years (24 months). The warranty extension includes professional 8x5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the ACS 5048 and ACS 5048DAC model.
*For complete specifications see the documentation tab above.
This service (1YGLD-ACS8PT) extends the standard warranty for an additional year (12 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS 5008 model.
*For complete specifications see the documentation tab above.
This service (1YGLD-ACS16PT) extends the standard warranty for an additional 1 year (12 months). The warranty extension includes professional 24x7 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance twenty four hours a day, seven days a week.
This service is compatible with the ACS 5016 model.
*For complete specifications see the documentation tab above.
This service (4YSLV-ACS32PT) extends the standard warranty for an additional 4 years (48 months). The warranty extension includes professional 8x5 support and has a Next Business Day service. This Warranty is not transferable or assignable without the prior written permission of Avocent.
Key Features
Access to a professional helpline, providing expert assistance eight hours a day, five days a week.
This service is compatible with the AutoView 1000R, 1400, 1415, 1500, 1515 model.
*For complete specifications see the documentation tab above.
Extended 1, 2 or 4 year Silver and Gold Maintenance for ongoing support of the MP1000 Management Platform
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Extended 1, 2 or 4 year Silver and Gold Maintenance for ongoing support of the RM1048P Rack Manager
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Extended 1, 2 or 4 year Silver and Gold Maintenance for ongoing support of the IPUHD 4K IP KVM
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent MPU108E Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent MPU1016 Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent MPU2016 Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent MPU2032 Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent MPU4032 Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent MPU8032 Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent ACS 5004 Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent HMX 1070/5100 Maintenance/Support options feature the Gold tier of service across 1 and 2 year durations
Warranty Options
Gold
Term Length
Maximum of 4 years
1 year, 2 year, or 4 years2
Telephone Access
Anytime Access (24/7)
Hardware Replacement
Advanced Replacement - Next-business-day RMA4
Response Time
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Based on Severity level3:
1 = Every 4 hours
2 = Daily
Media Retention
Available for Gold customers
Separate SKU (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Term: |
Vertiv Avocent HMX 2050/5200/6200 Maintenance/Support options feature the Gold tier of service across 1 and 2 year durations
Warranty Options
Gold
Term Length
Maximum of 4 years
1 year, 2 year, or 4 years2
Telephone Access
Anytime Access (24/7)
Hardware Replacement
Advanced Replacement - Next-business-day RMA4
Response Time
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Based on Severity level3:
1 = Every 4 hours
2 = Daily
Media Retention
Available for Gold customers
Separate SKU (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Term: |
Vertiv Avocent HMX8000 High Performance IP KVM System Maintenance/Support options feature the Gold tier of service across 1 and 2 year durations
Warranty Options
Gold
Term Length
Maximum of 4 years
1 year, 2 year, or 4 years2
Telephone Access
Anytime Access (24/7)
Hardware Replacement
Advanced Replacement - Next-business-day RMA4
Response Time
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Based on Severity level3:
1 = Every 4 hours
2 = Daily
Media Retention
Available for Gold customers
Separate SKU (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Term: |
Vertiv Avocent HMXMGR Management Appliance Maintenance/Support options feature the Gold tier of service across 1 and 2 year durations
Warranty Options
Gold
Term Length
Maximum of 4 years
1 year, 2 year, or 4 years2
Telephone Access
Anytime Access (24/7)
Hardware Replacement
Advanced Replacement - Next-business-day RMA4
Response Time
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Based on Severity level3:
1 = Every 4 hours
2 = Daily
Media Retention
Available for Gold customers
Separate SKU (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Term: |
Vertiv Avocent LV Series KVM Maintenance/Support options feature the Gold tier of service across 1, 2 and 4 year durations
Warranty Options
Gold
Term Length
Maximum of 4 years
1 year, 2 year, or 4 years2
Telephone Access
Anytime Access (24/7)
Hardware Replacement
Advanced Replacement - Next-business-day RMA4
Response Time
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Based on Severity level3:
1 = Every 4 hours
2 = Daily
Media Retention
Available for Gold customers
Separate SKU (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Term: |
Vertiv Avocent SV Series KVM Maintenance/Support options feature the Gold tier of service across 1, 2 and 4 year durations
Warranty Options
Gold
Term Length
Maximum of 4 years
1 year, 2 year, or 4 years2
Telephone Access
Anytime Access (24/7)
Hardware Replacement
Advanced Replacement - Next-business-day RMA4
Response Time
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Based on Severity level3:
1 = Every 4 hours
2 = Daily
Media Retention
Available for Gold customers
Separate SKU (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent LCD Local Rack Access Console Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent Cybex SV Secure Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
The following models are covered by this maintenance support package: SC220, SC240, SC280, SC420, SC540, SC620, SC840D, SC845D, SC840H, SC845H, SC840, SC845, SCKM140, SCKM145, SV340H, SV340, SV340D
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent Cybex SV Secure Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
The following models are covered by this maintenance support package: SC340, SC380, SC640, SC740, SC940, SC945, SC940H, SC945H, SC940D, SC945D
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
Vertiv Avocent Cybex SV Secure Maintenance/Support options include Gold and Silver tiers of service across 1, 2 and 4 year durations
The following models are covered by this maintenance support package: SC680, SC780
Warranty Options
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, 2 = 4 hours
3, 4 = not accepted
Based on Severity level3:
1, 2 = 2 hours
3, 4 = not accepted
Follow Up Time
Within 5 days
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 (SwithView 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 2:00 p.m. 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 revenue loss.
* Combined hardware value is greater than $2,500
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 Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Level: | |
Term: |
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