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ServicePlus

ServicePlus

The PROMISE ServicePlus Plan is an upgrade to VTrak's outstanding 3-Year limited advance replacement warranty, adding a rapid response onsite hardware parts replacement service. This service is available 24-hours a day, seven days a week for the entire warranty period. The PROMISE ServicePlus plan is available for both fully configured systems sold through Apple authorized channels as well as Windows and Linux qualified systems sold through PROMISE authorized channels***.
 
The PROMISE ServicePlus plan features the rapid dispatch and installation of critical replacement components. VTrak storage administrators can rest easy knowing they are backed by full 24-hour by seven-day onsite component replacement. In conjunction with PROMISE's 3-year standard Limited Warranty on the hardware and our 24x7 Technical Support help line, this Plan assures you the best available support to minimize downtime. Average response time can be as fast as four hours in most major metropolitan areas after failure verification.

 

Hardware coverage
The PROMISE ServicePlus onsite service plan covers all of the field replaceable hardware components delivered with VTrak E-Class subsystems and J-Class expansion chassis sold through Apple and PROMISE sales channels**.
 
  • Covers VTrak product while under 3-year limited warranty
  • Available for purchase within 90-days of VTrak purchase
  • Covers all FRUs
    • Complete drive modules: this includes tray, hard drive and mux board if SATA.
    • Drive trays (PROMISE part numbers)
    • Mux boards (PROMISE part numbers)
    • RAID controller and I/O modules
    • Power supply modules
    • Blower modules
  • Onsite service personnel will install part and retrieve failed component
     
Easy activation
Simple instructions allow subscribers to register their service either online or over the phone. Thereafter, subscribers can track the status of their coverage and warranty through the PROMISE website.

 

Frequently Asked Questions

Terms and Conditions
* Customers outside the four-hour support regions will receive Next Business Day (NBD) onsite support
** Components shipped in the VTrak factory package; Apple authorized products include fully integrated and tested drive modules. PROMISE Channel products are distributed without hard drives therefore ServicePlus only covers the mechanical drive tray and mux boards that are used with SATA drives.
***ServicePlus is available for VTrak models with Apple part numbers in US, Canada and select regions.


If you have already registered your product and only need to register the associated service contract, please call the contact numbers below. PROMISE Customer Support Staff will validate your contract for you. You can also open a Support Case at PROMISE eSupport Center. Please have the contract and VTrak unit serial numbers available.
 


For immediate support, call the following numbers:
US & Canada 1.800.888.0245 Toll Free
International 1.408.228.1500
Please check PROMISE eSupport Center for updated contact numbers.