Server and Storage Maintenance Service Level Agreements | Curvature

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Feature
Description
The service level options noted vary by product, and response times are subject to local availability. Contact your Curvature sales representative for more information.
Service Level Options For supported products, Curvature offers these service levels:
4-hour, Next Business Day, Parts Plus, Parts Only
4-hour
Hardware Support
Coverage: Remote Technical Support, Replacement Parts and Onsite Labor with Defective Media Retention
Coverage window: 24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
Onsite response time: 4-hour – Once it has been determined that the incident cannot be resolved remotely, a Curvature field engineer or authorized service representative will arrive onsite during the coverage window to perform hardware maintenance service within four hours. Parts to facilitate the repair are included but not guaranteed within the response window.

Software Support
Coverage: Basic Problem Determination
Coverage window: 24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
Remote response time: Once an incident is received, a Curvature Support Engineer will respond to the call within one hour.
Next Business Day
Hardware Support
Coverage:
Remote Technical Support, Replacement Parts and Onsite Labor with Defective Media Retention
Coverage window:
Normal business hours – Monday through Friday between 0800 and 1700 local time, excluding Curvature holidays.
Onsite response time:
Next Business Day – Once it has been determined that the incident cannot be resolved remotely, a Curvature field engineer or authorized service representative will arrive onsite during the coverage window to perform hardware maintenance service on the next business day. Parts to facilitate the repair are included but not guaranteed within the response window.

Software Support
Coverage: Basic Problem Determination
Coverage window: Normal business hours – Monday through Friday between 0800 and 1700 local time, excluding Curvature holidays.
Remote response time: Once an incident is received, a Curvature Support Engineer will respond to the call within four hours.
Parts Plus
Hardware Support
Coverage:
Remote Technical Support and Replacement Parts – No Onsite Labor
Coverage window:
24/7 – Service is available 24 hours per day, 7 days per week, including Curvature holidays.
Remote response time:
Once an incident is received, a Curvature Support Engineer will respond to the call within four hours.
Parts Only
Hardware Support
Coverage:
Replacement Parts Only – Neither Remote Technical Support nor Onsite Labor
Coverage window:
Normal business hours – Monday through Friday between 0800 and 1700 local time, excluding Curvature holidays.
  Definitions
Coverage
details what features are provided by a service level, generally parts or labor.
Coverage window specifies the time during which the customer may request service be performed.
Onsite response time specifies the period that begins after the initial call has been received and acknowledged by Curvature, and it has been determined that the incident cannot be resolved remotely.
Onsite response time ends when the Curvature field engineer or authorized service representative arrives onsite, or when Curvature has determined the incident has been resolved.
Remote response time specifies the period that begins after the initial call has been received and acknowledged by Curvature, and ends when a support engineer contacts the requester for problem determination.

 

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2810 Coliseum Centre Drive Suite 600 28217 Charlotte, NC
+1(704)921-1620 [email protected]