Vmirror support options are summarized below. A more comprehensive
explanation is provided in the downloadable Warranty, Maintenance
and Support Agreement on this page.
Initial Coverage. Every Vmirror purchase is covered with
a 1-year hardware warranty, a 90-day software warranty, and 90 days
of free support.
Extended Maintenance and Support.
Beyond this, the customer may purchase one of two options:
1.
Three-year standard
support plan that provides telephone and e-mail support during
normal business hours, and extended hardware maintenance and software
maintenance for the 3-year period. This includes remote monitoring
and diagnosis if the customer provides a VPN connection.
2.
Three-year 24x7 support plan that provides telephone and e-mail
support during around the clock, and extended hardware maintenance
and software maintenance for the 3-year period. This includes
remote monitoring and diagnosis if the customer provides a VPN
connection.
Purchasing
Options. Either option may be purchased at any time from
initial purchase to 3 years afterwards. However, the support and
maintenance coverage expires 3 years after Vmirror purchase, and
not from the time of support contract purchase.
Coverage. The table below summarizes
Vmirror service and support options. Further details are explained
in the Vmirror Warranty and Support Agreement.
Should you have additional questions
about support, please call 650-227-1514 or send e-mail to: support@vicom.com
Warranty & Support Plans
at a Glance
Initial Warranty
3-year
Standard Support Plan
3-year 24x7 Support Plan
Hardware
1 year
1 year (initial warranty) + 2 years extended
hardware maintenance
1 year (initial)+ 2 years extended hardware
maintenance
During normal business hours (9AM-6PM) PST
or Local Service Area Time, depending on contract provider
Support 24 hrs per day
Remote System Monitoring
None
Daily remote monitoring of system operation
for potential problems such as disk degradation, and abnormal
system activity. Customers notification by e-mail or telephone.
Customer must provide VPN connection.
Daily remote monitoring of system operation
for potential problems such as disk degradation, and abnormal
system activity. Customers notification by e-mail or telephone.
Customer must provide VPN connection.
Remote Diagnosis
As required to meet warranty
As required for technical support Customer
provide VPN connection.
As required for technical support Customer
provide VPN connection.
