Vertiv Avocent Maintenance/Support Options

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Vertiv Avocent ACS 5008 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.

Vertiv Avocent ACS 5016 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.

Vertiv Avocent ACS 5032 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.

Vertiv Avocent ACS 5048 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.

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.

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.

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.

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.

Media Retention for the HMX Advanced Manager

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.

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.

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.

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.

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.

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.