Teradactyl Hardware Support Plans

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Teradactyl provides the flexibility to select hardware support plans and software support levels independently. Please consider the following programs and which would be suitable for your specific capabilities and needs. Quotes and billing will combine software, hardware, and relevant support plan billing for new customers. Existing clients may elect to maintain their existing software maintenance cycle if they desire.

No Media Return is only available under the Platinum level Hardware Maintenance Agreement (HMA.) This plan provides customers with an option to self certify HDD and/or SSD media failure and the subsequent physical destruction of this media for complementary replacement of equivalent or better media components under the HMA. Customers Enhanced Spares Kit will contain HDD and/or SSD media for immediate return to service. Replacement of media for the spares kit will be shipped pre-paid by Teradactyl upon self-certification of media failure. Applications for this support level include organizations subject to HIPPA, Financial, or other regulatory requirements that would prevent or limit the ability to return failed media for warranty replacement. Customers that receive replacement media will have ninety (90) days to provide documentation of physical destruction or an invoice will be issued. This program is subject to credit approval and a signed Platinum level Hardware Maintenance Agreement.

In the event unlikely of a product malfunction, Teradactyl Support will assist you remotely to identify the failed component. If a product failure is identified, a RMA (Return Materials Authorization) will be generated. Customers who require faster service and/or multiple year hardware support services may purchase a Silver, Gold or Platinum hardware maintenance plan. Hardware support plans for third party complementary products are subject to the individual manufacturers terms and conditions and are provided by optional service agreements between you and the manufacturer.

Warranty and In House Hardware Support Options

Hardware Plans Warranty Silver Gold Platinum
Technical Support Availability 8 AM ET – 5 PM PT Same as Software Plan or 8 AM ET – 5 PM PT Same as Software Plan or 8 AM ET – 5 PM PT Same as Software Plan or 8 AM ET – 5 PM PT
Technical Support Response Objective Same as Software Plan or 8 Business Hours Faster of Software Plan or 8 Business Hours Faster of Software Plan or 8 Business Hours Faster of Software Plan or 8 Business Hours
Replacement Parts OnSite Objective Return to factory 2nd Business Day CRU OnSite items in Common Spares Kit – Otherwise 2nd Business Day CRU OnSite items in Enhanced Spares Kit – Otherwise Next Business Day
Component Return Requirements ALL – Replacements ship after factory receipt ALL – CRU Replacement Cross-ship upon tracking (Subject to Approval) ALL - Customer replaces CRU’s Teradactyl prepaid shipping for FRU Service No Media Return - Customer replaces CRU’s Teradactyl prepaid express shipping for FRU Service

Teradactyl Support and Services FAQs for Resellers and End Users PDF | Text

Note: Teradactyl Service level objectives are response time objectives measured from the time of determination by Teradactyl support operations. Parts shipments can be affected by regional shipping cutoff times, Teradactyl and local holidays, import delays, customer internal mail or receiving systems, and other situations outside of Teradactyl’s immediate or direct control.