Onsite Support Agreement for 36 and 72 bay Storage Chassis Servers

CD-DataHouse Limited Next Business Day standard Onsite Support:

Log Support Calls via:

support@cd-datahouse.co.uk

And submit the following information:

  • The invoice and/or serial number of the system(s) exhibiting a problem.
  • The version of the operating system you are currently using.
  • The names and models of any peripheral devices you are using.
  • The names and model numbers of any components you have added to the system since the original invoice.
  • Please be prepared to tell the technician the type of error message you are getting and when it occurs, what you were doing with the System when the error occurred, and what steps you may have already taken to solve the problem.

PLEASE COOPERATE WITH THE CD DATAHOUSE TECHNICIAN TO SOLVE YOUR PROBLEM. WE FIND THAT MOST SYSTEM PROBLEMS AND ERRORS CAN BE CORRECTED OVER THE TELEPHONE WITH CLOSE COOPERATION BETWEEN YOU THE USER AND OUR TECHNICIAN.

A SERVICE TECHNICIAN WILL BE DISPATCHED TO PERFORM ON-SITE REPAIRS ONCE THE PHONE-BASED TROUBLESHOOTING PROCESS OUTLINED ABOVE HAS BEEN FOLLOWED. THIS WILL ENSURE THE RIGHT REPLACEMENT PART IS AT THE SITE TO COORDINATE WITH THE TECHNICIANS VISIT.

Terms and Conditions of on-site warranty Assistance:

You must provide the service technician with full access to your location and to your system(s) at no cost to us. You must assure that the service technician has a safe working space, electricity, an internet connection and a local telephone line. If these requirements are lacking, we are not obligated to provide on-site service.

Software Backup

It is necessary that a back-up of the software and data on your system’s hard disk drive and on any other storage device(s) in the system be done before we provide services to you. You understand and agree that we are not responsible for any loss of software or data.

Our Obligations

On-site service is available for your system(s) within the United Kingdom.

The technician will need to have the full address of your system’s location, please also provide the appropriate navigation postcode where different to the postal address. A parking space must be provided at the system location.

A service technician will be dispatched to your location to service your system, according to your service level.

A service technician will, in most cases, be dispatched to arrive at your location for on-site service on the next business day, when able to, Monday to Friday. Excluding Public Holidays and during our annual Christmas Holiday period which can vary.

This does not apply to 24/7 cover.

Onsite Exceptions

Hot Swappable Hard Drives:

Please note: if the Server is fitted with hot swappable Hard Drives, a replacement Hard Drive will be dispatched to the server/s location. The faulty Hard Drive will then be collected.

Hard Drive failure in these cases will not result in CD DataHouse initiating an on-site call out.

Removable Hard drives can easily be replaced in a matter of minutes by someone with little or no technical knowledge. A CD DataHouse technician will talk you through replacing any faulty hot swappable Hard Drive if assistance is required.

Redundant Power Supply Modules:

The same applies to Redundant Power Supply modules.

Please Note

It might be necessary to arrange delivery and collection of the replacement and replaced parts on different days, if so please mention this also.

Battery Backup Unit (RAID Cards)

Please note BBU’s only carry 12 months manufacturer’s warranty we cannot therefore offer any more than 12 months from the date of delivery regardless of what level of cover you take out on your entire unit. Manufacturers now advise that you replace any BBU annually.

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