Vertiv Avocent Warranty/Support Extensions

Vertiv Avocent AV Series 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.

The Avocent® SFIQ is a low profile VGA dongle that provides for easier and cleaner cable management compared to existing KVM switches.

Key Benefits

Smaller footprint
Improved EMI (Electromagnetic Interference)
Better cable management; module is physically connected to target, only one cable through the cable management system, standard USB cable
Improved airflow (no hanging modules)
Compatible with all of the Avocent® MergePoint Unity Digital KVM Switches (MPU) as well as the Vertiv™ Avocent® AV3000 KVM Over IP Switches
Features

High Resolution Video
Virtual media enables remote USB connections
Supports smartcard and CAC readers
USB2 high speed

Vertiv Avocent Management Plaform software license subscription to include device aggregation, service processor management, virtual machine management launching of KVM sessions and REST APIs.

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.