Service & Support.

Standard and extended warranty options available.

Warranty & Maintenance

Equus Warranty and Support Services feature a comprehensive suite of support services designed to maximize the readiness and availability of your business operations. These services provide support actions, including remote diagnostics, troubleshooting, component replacement, On-Site Service Technician dispatch, and the ability to keep your drive and/or spare parts on location. With Equus Warranty and Support Services, you can build the tailored support service that best suits the needs of your business operations. 

Service & Support

Standard Warranty

Depot Repair – 10 – Business Days and advanced parts replacement shipped ground.

Equus is committed to keeping your Desktop systems up and running. EQCare Client service is designed to maximize the
uptime of your business operations by providing remote assistance through Equus Customer Support and access to
replacement components when required.

Features

ellipseMonday-Friday, 7 AM-7 PM (CST) Equus Customer Support
ellipseRemote troubleshooting and diagnostics
ellipseDepot repair services with five-day SLA turnaround
ellipseGround shipping of field replaceable components

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

ellipse24x7x365 Equus Customer Support (including holidays)
ellipse4-hour Anytime Response to talk to Equus Customer Support
ellipseRemote troubleshooting and diagnostics
ellipseDepot repair services with five-day SLA turnaround
ellipseNext Business Day Advanced cross-ship of field replaceable components

Enhanced Warranty

Next business day onsite repair service with advance cross-ship component replacement.

When your system is serviced by a certified Equus technician, you can be confident the work was completed to our industry-leading standards. EQCare Plus includes access to a certified Equus technician who will travel to your registered location and provide direct assistance with the repair of the covered hardware. This service is an upgrade to your existing EQCare Client and/or EQCare Server service.

Features

ellipseNBD dispatch of On-Site Service Technician
ellipseOn-Site Service Technician arrives on-site at your registered location
ellipseOn-Site Service Technician is trained and certified for Equus system repair
ellipseOn-Site Service Technician installs components, performs repairs, and tests functionality

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

ellipse4-hour Anytime dispatch of On-Site Service Technician
ellipseOn-Site Service Technician arrives on-site at your registered location with parts in hand
ellipseOn-Site Service Technician is trained and certified for Equus system repair
ellipseOn-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

ellipseAbility to keep your failed HDD/SSD within your secure environment
ellipseProvides 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

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

Support

Post Sales Technical Support is handled in the PartnerLink System – Please select your request below

Our Value

Technical Support Request

Call 800-576-7929 to speak with our Technical Support staff 24x7x365.

If you prefer, click on the Technical Specialists chat icon or click the appropriate support request form:

Our Value

RMA Request

Call 800-576-7929 to obtain a Return Material Authorization from Technical Support, or access the PartnerLink RMA form using the link below. Please be sure to have your order number, order date, item number and a complete description of the reason for your RMA request. 

Our Value

Warranty Information

Equus warranty descriptions are available for your reference using the link below. To register a purchased On-Site Services Warranty use the registration link.

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Report Security Issues

Equus Compute Solutions is committed to achieving and maintaining the trust of our customers, partners, and employees through these efforts. If you have any security, compliance, privacy, or any other incidents please contact us at privacy@equuscs.com or call us at 1-800-641-1475.

Support

Warranty And Support Services

Learn more about Equus Compute Solutions warranty and support services by downloading this pdf now.

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