Service Options

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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.

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