actiCare - Services for actidata Products

Based on actidata's professional services your investments are secured over the whole uptime period. actiCare services optimized the productivity of your IT system and minimize any possible downtime. Refer also to the service extensions which are optional offered furthermore the standard limited warranty.

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Below's table shows the actual services available for actidata products, systems and solutions.
Note: Not all services may available in all countries.

Definition of actidata’s Services within Product’s Warranty Period

actidata offers special warranty and services to their product line. Services and warranties as well as its service extensions vary per product line. For detailed information refer to the service certificate beside the product’s content as well as the latest product matrix on actidata’s website (refer to service overview).

Standard Warranty Period
If not mentioned different, all actidata systems carry 36 months (3 years) limited warranty including Fast Exchange Service and Fast Exchange Service Components (FES / FESc) for modules, chassis and other exchangeable components. The warranty/service period starts with the shipping date leaving actidata’s warehouse. The service ends after 36 months. actidata grants a grace period of 14 days.

Service Extension
actidata offers service extensions including Fast Exchange Services (FES/FESc) up to 60 months (5 years). Also, an increase of reaction time combined with an onsite service is available for ordering. Available service extensions may be ordered under using actidata’s defined item numbers for optional services.

Fast Exchange Service (FES) / Fast Exchange Service Components (FESc)
In case of any failure detected by customer and confirmed by actidata’s technical support an RMA procedure needs to be executed. After getting the filled in form (see actidata’s website – Services) the identified defective FRU (Field Replacement Unit = i.e. module or component) will be send out in advance. It is targeted to handout the FRU to a carrier (i.e. UPS Standard) at the same day, latest within a period of two business days. The shipping cost to customer’s site will be covered by actidata. After getting the FRU and its replacement the customer, the defective FRU needs to be returned to actidata’s service center in original packaging within a period of seven days. The returning shipping cost will be covered by the customer.

Note:
If goods, returned to actidata’s service center will went lost or got additional damages because of bad or wrong packaging, customer will be charged by actidata based on component’s list price.

Onsite Services 5x9xNBD / 5x9x4 / 7x24x4
In case of any failure detected by customer and confirmed by actidata’s technical support an onsite service procedure needs to be executed. After getting the filled in form (see actidata’s website – Services) actidata’s service center will manage the service case up to an onsite instruction of an actidata or actidata certified engineer. Customer needs to guarantee a free access to the product and availability of at least one responsible person onsite. If actidata’s product manages any customer data, the customer needs to have a valid backup of these data available. actidata does not carry any responsibility for any stored customer data.

The different onsite services vary in terms of availability and reaction times. These are:

Onsite Service 5x9xNBD
During business hours of actidata within a working week (5 days) actidata is open to get the service request from 08:00 – 17:00 (9 hours). Reaction from actidata’s service department gets back soonest, latest on the Next Business Day (NBD).
Onsite Service 5x9x4
During business hours of actidata within a working week (5 days) actidata is open to get the service request from 08:00 – 17:00 (9 hours). Reaction from actidata’s service department gets back soonest, latest within the next four business hours.
Onsite Service 7x24x4
All day availability with four-hour reaction time. For this service option special contact data are defined where customer reports any failure. After getting the failure confirmation actidata’s service center will manage the service case up to an onsite instruction of an actidata or actidata certified engineer.

Note:
If actidata or actidata certified engineer does not get free access to the product, any additional waiting time or the whole time if no access is granted, the customer will be charged by actidata on list price level including working time and travelling cost.

Installation Service
On request an installation service for actidata’s products onsite are possible to order. Here actidata or actidata’s certified engineer will install the product onsite or offsite. This individual service option needs to be requested to actidata or its partners to get a tailor-made offer.

Healthy Check
If customer books a healthy check for its product actidata or actidata’s certified engineer hock on the system online and check functionality as well as life cycle parameter. The healthy check does not extend any warranty or service period but might be the base to extent or renew available service options. This individual service option needs to be requested to actidata or its partners to get a tailor-made offer.

Services for non-actidata branded Accessories
If not different confirmed accessories to actidata systems (like LTO Tape Cartridges or RDX© Media) are used under the service and warranty condition of its manufacturer. In case of problems their available service routines needs to be followed.

Note:
This information may change without any notice – Errors expected.
In all cases actidata’s General Terms and Conditions apply.