| Limited | Silver | Gold | |
|---|---|---|---|
| Term Length Maximum of 4 years |
2 years with product registration1 | 1 year, 2 year, or 4 years2 | 1 year, 2 year, or 4 years2 |
| Telephone Access | Access (8/5) | Access (8/5) | Anytime Access (24/7) |
| Hardware Replacement | Return to Factory – 10- to 14-day RMA post receipt of failed unit | Advanced Replacement – Next-business-day RMA4 | Advanced Replacement – 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-year 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.
Additional 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 |
RMA Details:
Advanced Replacement (offered with Silver or Gold maintenance agreement):
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent.
Advanced Replacement with Media Retention (only offered in conjunction with a Gold maintenance agreement):
The customer keeps the dead unit and sends a certificate of destruction within a set period of time.
Next Steps:
Contact your Avocent sales rep for SKUs, pricing and additional information.
