Limited Warranty Support Option
Under Egenera's industry-leading one-year BladeFrame Limited Warranty, customers receive toll-free telephone access to technical assistance on a 24x365 basis; Web-based access to knowledge databases, frequently asked questions and service tickets; proactive monitoring of system health; overnight parts replacement; on-site support from Egenera field engineers during normal business hours; and software updates and support.
Customers are entitled to on-site service the following business day, Monday through Friday, 8:30 a.m. to 5:30 p.m., from highly trained Egenera field engineers.
Toll-free technical assistance is available on a 24x365 basis. Egenera's single-tier support model means you'll be working with a highly skilled system administrator from the beginning, significantly reducing the time needed to resolve inquiries.
Egenera provides next-business-day delivery of replacement blades. Shipments to major metropolitan areas are sent for delivery by 8:00 a.m.
Unlike competitors' plans that offer just 90 days of software support, Egenera provides support for all system software for the length of the contract, including 24x365 toll-free assistance for the current major release through one major release back.
Customers receive online access to software updates, including downloadable patches and maintenance releases, via a secure, user-friendly Web site.
Recognizing that the BladeFrame will be deployed in mission-critical environments, Egenera designed the system to identify and resolve irregularities before they impact performance, maximizing uptime and value to the customer. Egenera can also remotely monitor performance on a 24x365 basis and proactively respond.
Through a secure login to the Egenera Web site, customers can access a wide range of online services including installation scheduling, service-call placement, submission and review of service tickets, parts status and FAQs.
If a BladeFrame hardware or software component should fail, Egenera will promptly replace it, including on-site installation if required. Both parts and labor are covered; the customer incurs no out-of-pocket expenses.
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