4 YR GLD HW Maintenance SV Secure (SC680;SC780;SC885;SC985)Ê
4YGLD-SVSC3000
Save $255.59
Receive 4 years of 24x7 Priority Support and Advanced Replacement on your Avocent SC Secure KVM (SC680 SC780 SC885 SC985) product.
Product Serial Number required for purchase of hardware maintenance. Please insert this into the order notes, or contact us.
| Limited | Silver | Gold | |
|---|---|---|---|
| Term Length Maximum of 4 yearss | 2 yearss with product registration1 | 1 years, 2 years, or 4 yearss2 | 1 years, 2 years, or 4 yearss2 |
| Telephone Access | Access (8/5) | Access (8/5) | Anytime Access (24/7) |
| Hardware Replacement | Return to Factory Ð 10- to 14-day RMA post receipt of failed unit | Advanced Replacement Ð Next-business-day RMA4 | Advanced Replacement Ð Next-business-day RMA4 |
| Response Time | Within 24 hours | Based on Severity level3: 1, 2 = 4 hours 3, 4 = 12 hours | Based on Severity level3: 1, 2 = 2 hours 3, 4 = 8 hours |
| Follow Up Time | Within 5 days | Based on Severity level3: 1 = Every 8 hours 2 = Every 2 days 3, 4 = Every 5 days | Based on Severity level3: 1 = Every 4 hours 2 = Daily 3, 4 = Every 3 days |
| Media Retention | Option not available | Option not available | Available for Gold customers Separate SKU (SwithView SC, Avocent¨ Universal Management Gateway) |
1 Government and European customers excluded
2 HMX and AMX excluded in 4-years offering
3 See detailed Severity table below
4 Reasonable efforts will be made to ship same day for requests received by 2:00 p.m. Circumstances such as customs, duties, tariffs and receipt mechanisms at customer locations may affect actual delivery time.
Addition Detail of Severity
| Severity | Description | Examples |
|---|---|---|
| 1 | Complete loss of service for all users. Causes direct revenue loss. * Combined hardware value is greater than $2,500 | This will affect a large group of customers or causes direct revenue loss. |
| 2 | Limited loss of service. No acceptable work-around available. Operations can continue in a limited fashion. * Does not cause direct revenue loss. | Many customers are not able to use an application but can perform other work-related duties. An application is down but does not directly affect revenue. |
| 3 | Minor impact to limited functionality. Functional via workaround. Inconvenience. | Minimal affect to productivity. A problem that affects an individual user but there is an alternative. |
| 4 | No loss of service. Request for information. | 'How To' questions. Requests for information |
