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Service Options

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Telephone Support
Americas 1-866-301-3117 
UK +44 (0) 8700 944740
Japan 0066-33-801337
APAC 1-866-301-3117 

 

 

 

 

Enterprise 24x365 Program
Enterprise 24x365 is Egenera's most comprehensive service offering. This cost-effective plan delivers all features of the services provided under both the BladeFrame Limited Warranty and the Software Subscription program plus initial installation, four-hour parts replacement, 24x365 on-site technical support for Field Replaceable Units (FRU) and quarterly reviews with a designated Egenera services professional.

Enterprise Normal Business Hours
Enterprise NBH provides the features and services of the BladeFrame Hardware Limited Warranty program plus initial installation, next-business-day parts replacement and onsite support for Field Replaceable Units (FRU) during normal business hours.

Limited Warranty
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.

Service Response Chart

The following chart represents the maximum time to service or initial response.

Service Item

Enterprise 24x365

Enterprise Normal Business Hours

Limited Warranty
(Year 1)

Initial Service Response

NBH

One hour

One hour

Two hours

ABH

One hour

Next business day

Next business day

Phone Support

NBH

One hour

One hour

Two hour

ABH

One hour

Next business day

Next business day

On-site Support

NBH

Four hours

Next Business Day

Next Business Day

ABH

Four hours

Next business day

Next business day

Parts Delivery

NBH

Four hours

Next business day

Next business day

ABH

Four hours

Next business day

Next business day

System Installation

Five business days

Five business days

Additional cost

Software Upgrade *

Five business days

NA

NA

Software Maintenance Update *

Mutually agreed

NA

Customer Installed

Quarterly Review

Ten business days

NA

NA

NBH -- Requests received during Normal Business Hours
ABH -- Requests received After Business Hours
NA -- Not Available
* Software support is only offered through the 24x365 program