Call Center Employee

 

Our Support Models

Snap Server constantly improves our product lines to provide great performance and reliability while being easy to support. The culmination of this effort is a flexible SnapCare program that offers tiered levels of support.

New SnapServer units come with standard 1-year Bronze support coverage. Each unit can be upgraded to Silver or Gold at the time of purchase or “uplifted” within 90-days of purchase.

Hardware and software support with the Bronze, Silver, or Gold support models can be extended up to 5 years after the purchase date. Software-only support technical support is available with the Copper support program starting in year 6.

Servers with an expired support program past a 60-day grace period require a re-certification process to renew. Contact your SnapServer sales representative for details.

The four levels of SnapCare provide a simple, effective system for ensuring your SnapServer appliance is up and operational as quickly as possible. Warranty coverage and service options may differ by product and region.

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SnapCare Gold Support

7x4 PST remote technical support; advanced parts replacement ships next business day (NBD) for FRU and CRU parts[1]; 2 business day onsite support for FRU equipment. Customer responsible for replacement of CRU parts. Currently only available for U.S. customers.
(See definitions of CRU and FRU parts below)

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SnapCare Silver Support

7x4 PST remote technical support, advanced parts replacement ships within 2 business days[1]; onsite support for FRU equipment. Customer responsible for replacement of CRU parts. Currently only available for U.S. customers.
(See definitions of CRU and FRU parts below)

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SnapCare Bronze Support (Standard Support)

7x4 PST technical support; advanced parts replacement ships within 2 business days[1]; no onsite support or onsite replacement. Customer responsible for replacement of both FRU and CRU parts. This is the standard warranty that comes with all new appliances for one year. Available for all international customers.

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SnapCare Copper Support

7x4 PST technical support only. Offered only for select older models. No hardware replacement offered. No onsite support or onsite part replacement. Contact sales for availability.

SnapCare Secure Drive Exchange (SDE)

Secure Drive Exchange is an add-on program to support models that provides an additional security mechanism to customer data. This allows the customer to retain the failed drive for destruction in accordance with their company security policies.

 

NORMAL BUSINESS HOURS

Snap Server Inc. provides support during normal business hours; Monday-Friday, 7:00am-4:00pm PST. The offices will be closed in 2022 for the following holidays: Presidents Day (2/20/22), Memorial Day (5/30/22), Fourth of July (7/4/22), Labor Day (9/5/22), Thanksgiving (11/24-25/22), Christmas (12/26-22), and New Year’s Eve (1/2/23). For emergency support outside of normal business hours an hourly rate is billed with a one-hour minimum. After one hour, billing occurs in 15-minute increments.