Service & Support.

Depot Repair – 10 – Business Days and advanced parts replacement is shipped next business day.

Your Server and Storage systems deserve our highest priority because your customers and your business depend on them. With our EQCare Server service, you gain access to round the clock Customer Support and our fastest shipping options. Upon contact, Equus Customer Support will assist in determining the root cause of your incident.

Features

24x7x365 Equus Customer Support (including holidays)
4-hour Anytime Response to talk to Equus Customer Support
Remote troubleshooting and diagnostics
Depot repair services with ten-day SLA turnaround
Next Business Day Advanced cross-ship of field replaceable components

4-hour** on-site repair service with advance cross-ship component replacement.

Maximizing the uptime and availability of your systems is our highest priority.

With EQCare Premium support you gain access to 4-hour dispatch to a certified Equus Technician any time day or night. The On-site Technician will travel to your registered location with parts in hand and provide direct assistance with the repair of the covered hardware. This service functions as a premium upgrade to your existing EQCare Client and/or EQCare Server support service.

Features

4-hour Anytime dispatch of On-Site Service Technician
On-Site Service Technician arrives on-site at your registered location with parts in hand
On-Site Service Technician is trained and certified for Equus system repair
On-Site Service Technician installs components, performs repairs, and tests functionality

Equus understands that you may need to retain your Hard Disk Drive (HDD) or Solid-State Drive (SSD) when replacing it. Sensitive data storage devices often require a higher degree of security, including control over their accessibility and disposal. Typically, to qualify for replacement, a failed drive must first be returned to Equus. With EQCare Flex KYD, you are provided a replacement drive for the covered systems and the freedom to keep the failed drive within your secure business environment.

Features

Ability to keep your failed HDD/SSD within your secure environment
Provides replacement HDD/SSD within your system’s support service term

When your system requires maintenance, quick access to replacement parts is critical. With EQCare Flex Pool you are provided an on-site inventory of common field replaceable components and our fastest “time to part replacement” available. For immediate resolution, you can perform the replacement yourself, or schedule an On-site Technician if you need assistance. Additionally, this service replenishes all qualified replacement parts upon return of any failed components for the duration of your support contract.

Features

Provides an on-site Spares Kit for common field replaceable parts
Spares Kit remains local to the system for quick access
Spares Kit is replenished by Equus after parts are used
Can be used for self-repair or paired with EQCare Plus or EQCare Premium for support by On-Site
Service Technician