Standard Warranty for all Server and
RAID Storage Products
Servaris guarantees components in all ProServ
Servers and iStor RAID Storage Systems to be new with full manufacturers
warranty for a period of three (3) years from the shipping date unless
otherwise noted in your invoice. SAS (Serial Attached SCSI), SATA (Serial
ATA) and, SCSI Hard Drives, installed by Servaris are covered under
manufacturers warranty for five (5) years.
Warranty Claims due to Shipping:
Damage to products which occurred during shipping between Servaris
Corp. to the location stated on the way-bill prepared by Servaris
are fully insured to the value stated on the invoice and are included
in this warranty. This also includes lost in transit of any product(s)
shipped.
All claims for damages incurred in transit from Servaris
to the location stated on the way-bill, must be made within 24 hours
of receipt of product(s).
All Servaris ProServ
Servers which are IPMI Compliant will include software for Linux and
Windows to monitor the client’s ProServ Server(s)
and retrieve vital information such as hardware logs is included in
the original shipping box containing the Server(s). Clients running
FreeBSD Operating System or Linux Distributions can use the freely available
software such as ipmitool or freeipmi.
NOTE: Defective components must
be returned to Servaris or, a manufacturer's designated
component return center in proper shipping cartons.
If damage to the component occurs during shipping due to improper packaging,
or if the defective component is not received within 14 days of final
repair, the customer is responsible for the replacement cost of the
component.
Exclusions from Warranty Coverage
Exclusions in coverage are:
Accident, Acts of God, disasters, and transportation beyond original
shipment of the Server from Servaris, vandalism, negligence,
terrorism, misuse or abuse.
Getting Warranty Support
— What to do if a problem occurs
Four simple steps to follow for an
expeditious resolution:
Step 1: Go to https://support.servaris.com
and create a support ticket. Even if you call us first, and you're welcome
to do so, we still need the ticket with the trouble you are having.
Step 2: With the remote management software that you have installed
on a client machine or server, or with tools such as ipmitool or freeipmi,
connect to the Server and extract the SEL log. This can be done regardless
of the power state of the server. The server must be connected to electrical
power. Save the SEL log locally and paste the content
of the SEL log in the Support Ticket you created in Step 1 above.
Step 3: Call Servaris at 1.877.963.1900 if
you experience a hardware problem.
Step 4: Servaris will discuss the problem and provide technical
assistance to find the defective component. In order to properly diagnose
and replace a failing component, we will require the output of the hardware
log extracted from the Server.
Replacement components will be sent directly to your
location at no cost to you, the next business day, subject to inventory
of the component(s) from the particular manufacturer of that component.
The IPMI Hardware (SEL) LOG provides instant diagnosis
of monitored components and provides the shortest time for replacement
of a failed component.
Software for Linux and Windows to monitor the clients ProServ Server(s)
and retrieve vital information such as hardware logs is included in
the original shipping box containing the Server(s). Clients running
FreeBSD on client machines or Servers can use the freely available software,
ipmitool.
IPMITOOL is a non-graphical interface that
can be run on your Server(s) or on FreeBSD and Linux client machines.
To install ipmitool on a FreeBSD Server or Workstation perform the following:
#cd /usr/ports/sysutils/ipmitool; make install clean
Once installed, simply run ipmitool such as:
shawn@node6 /home/shawn> ipmitool -H 192.168.1.56 sel list
The above command will return the output of the logs of the Server queried
and we can tell what is failing.
Learn more about remote Hardware Management
ON-SITE HARDWARE REPLACEMENT SUPPORT SERVICE
Servaris offers On-Site Hardware Maintenance
Support for its ProServ Servers and iSTOR
RAID Storage Systems in Canada, the United States of America, Europe,
and Australia. There are several different levels of On-Site Hardware
Maintenance Support available ranging from:
8am to 6pm Next Business Day
24 hours a day, 7 days a week, with a maximum of 4 hours for a technician
to be at your location, subject to physical location of Server(s) and/or
RAID System(s).
When our On-Site Hardware Replacement Support Service is purchased,
the type and terms will be explicitly stated on your invoice. The original
Invoice of your purchase must be available.
Servaris will provide, through its authorized agents, an
on-site technician to install the failed component(s) with the exception
of Hard Drives, without any charge to you. On-Site Hardware Replacement
Support Service applies only to components of the Servers or RAID Storage
Systems installed by Servaris at the time of purchase and
during the warranty period of the Service as stated in your invoice.
NOTE: On-site technician support for replacement
of Hard Drives is not included in the Service. We recommend the installation
of Hot-Pluggable Hard Drives connected to a RAID Controller in order
to make a replacement of a failed Hard Drive extremely simple and quick
without shutting down server operations to complete the Hard Drive replacement.
As data can be crucial to your operation, ALWAYS
BACKUP YOUR DATA ONTO TAPE(S) and/or RAID STORAGE SYSTEMS! Servaris
will not be responsible for any lost data due to any circumstance.
Please note that a "4 hour" response should not to be construed
as a "4 hour" total fix. In order to provide a 4
hour repair the client must have spares on hand. Please discuss
this with your account manager at the time of your purchase.
Exclusions:
The following items are excluded from an on-site technician
be dispatched to your location: Power supplies, hard drives, memory
modules. If you require on-site technician for these items, your Account
Manager can provide you with a solution.
Servaris provides the highest level of technical
support to clients on an hourly, monthly or contract term period. In
order to provide proper assistance, we must have an understanding of
any issue(s) you want resolved. Please contact your Account Manager
or call the sales office.
Administration Support— Net@dmin
Net@dmin is an advanced service in which Servaris
can provide a range of services. This is well suited for a small to
midsize company which does not require a full-time UNIX administrator
on their payroll, however, will still need assistance with implementation
of applications and updates to their systems.
Servaris can completely manage your new ProServ
servers remotely and securely giving you the freedom to conduct your
business while leaving the technical concerns to us. The cost of this
service can only be determined with a comprehensive discussion to fully
understand your requirements and expectations.
Product Returns and Refunds
Servaris will replace any system that arrives
which is DOA (Dead on Arrival) subject to phone call trouble shooting.
If the product cannot boot or will not run after a trouble shooting
attempt with our service technicians, an RMA (Return Merchandise Authorization)
will be issued for a replacement ONLY.
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