Program Details
- World-class Support for Intransa Shared, External IP Storage Customers with industry-leading benefits
- Flexible Upgrade Options from Standard Warranty
- Premium Uplift and Warranty Extension Options
All Intransa solutions are covered by a comprehensive warranty, recognized as one of the best customer protection and support programs in the industry. Intransa systems are covered by comprehensive, three year hardware protection and with a full year of software coverage.
- 24x7x365 live telephone support, web, email access, incident reporting and tracking
- All software upgrades and maintenance releases, major and minor
- Next business day advanced spares replacement
Available upgrades can be purchased for those needing premium support, including 4 hour onsite support options. Additional years of coverage, enhanced features and on-site support are also available.
The program is designed to provides all of the resources needed to ensure the continued smooth operation of your Intransa VideoAppliance™ and related system purchased through an authorized and certified distributor, security dealer or integrator.
A variety of service and support options are available worldwide to meet your needs.
Support Services
24x7 Online Self-Service:
Via the Intransa Support Website, certified and authorized distributors, security integrators and dealers, and customers are able to get answers to their questions any time of the day or night.
Customers have the ability to:
- Submit service requests and responded to within published Intransa service level agreements
- Check status of service requests
- Search the Intransa knowledge-base for solutions
- View product compatibility matrix
- Browse through industry and Intransa-developed and/or sponsored white papers
Components
Most Intransa systems feature hot or cold swap, field replaceable enterprise-grade components such as disk drives and power supplies. Components are delivered with advanced replacement within 3 business days. Uplifted Warranty or Support coverage is available for next business day.
Technical Support
Intransa Support Plans are supported by the Intransa Technical Support Centers located in the USA and India for follow the sun coverage. Intransa Support Plans also provide direct telephone access to technical support. Intransa also works directly with our Alliance Partners to ensure integrated customer support.
All Intransa Support Engineers have access to the Intransa Technology Labs, equipped with Intransa VideoAppliance™ systems, servers and workstations, plus qualified NICs, HBAs, network switches, VMS software, and various software drivers.
Software Updates
Intransa Support Plans include a comprehensive software update program, including bug fix releases and software maintenance updates. These ongoing updates enable organizations to take advantage of the latest technology available, at no additional cost, for applicable hardware systems for complete protection.
Timely Onsite Hardware Repair and Replacement
For customers purchasing uplifted Warranty coverage or with Support Plans, in the unlikely event that a hardware problem occurs an Intransa-certified technician can be onsite in as little as four hours, with replacement parts to restore operations as quickly as possible.