Warranty, Maintenance & Field Support

Support Services

Get The Support You and Your Customers Deserve

Our team is experienced at supporting embedded hardware from inspiration to obsolescence. We operate a 24/7/365 help desk to give you best-in-class support when you need it. Our spare pools and advance replacement programs can support full system or component replacement. Depot repair services provide a five business day turnaround from receipt. We can even create custom support models to align with your internal service level agreements including on-site FRU replacement services. Our technical support offers full life-cycle support from inspiration to obsolescence. We can support your content delivery network globally from our locations in California, Minnesota, Illinois, Germany, and Brazil.

All of our systems come with a 1-year warranty with the option for additional customization, like extending the warranty to 3 years or buying the spare parts and paying for swaps as they occur. Equus can create custom support models to align with your internal service level agreements. We can even repair systems that we didn’t sell through our program, and some customers buy full-service warranties that include on-site repair service. We can also manage your CDN’s security and add deep automation and integration into your customer relationship management systems.

Why Use Our Warranty, Maintenance & Support Services

  • On-Time Repair Rate 99.2% 99.2%
  • Advance Replacement Parts Shipped On-Time 99.9% 99.9%
  • First-Resolution Rate 100% 100%
  • 9 out of 10 Customers Are Highly Satisfied With Case Outcomes 90% 90%
Warranty Services

Our Warranty Services

Your customer’s technology infrastructure deserves the highest priority because your business depends on it. With our warranty services, you gain access to round-the-clock customer support and the fastest advanced replacement parts shipping options. Upon contact, customer support will assist in determining the root cause of your incident and work quickly to get your hardware running again minimizing your downtime.

  • All servers/storage systems include a 3-year depot warranty and next business day advance shipment for field replaceable parts
  • All clients include a 1-year depot warranty and ground shipping of replacement parts if in stock

Learn more about our enhanced warranty options here >

Maintenance Services

Our Maintenance Services

We know that keeping your edge infrastructure running at peak performance requires regular maintenance. Keeping this up when you have 1000’s edge locations can be difficult and it’s why we offer specialized edge maintenance services from forwarding stocking locations, advance replacement, and asset extension services to keep your edge infrastructure in top shape.

  • Spares Inventory
  • Spare Pools (Regional or Onsite)
  • Advance Replacement
  • On-Site Replacement
  • On-Site Repair
  • International Forward Stocking Locations
  • Vendor Management (Single Contract)
  • Multi-Vendor Support
  • Dedicated Engineering Support Services
  • Extend Asset Life
  • 4-Hour or Next Business Day – Response
Field Support Services

Our Field Support Services

While a robust maintenance plan can minimize support needs there will always be unforeseen issues that arise. To help get your customer’s infrastructure back up and running when an issue arises we offer end-to-end case management services including escalation, dispatch, and vendor management. We can even provide premium remote monitoring services allowing us to proactively identify an issue and quickly act to remedy it minimizing or eliminating your customer’s downtime.

  • 7x24x365 Help Desk – Technical support contact
  • End-to-end case management
  • Ticketing
  • Triage / Escalation
  • Dispatch (Service Desk)
  • Vendor Management
Storage and Performance Solutions

High-Performing Storage and Performance Solutions at Half the Price

A leading health care analytics and data management company was running into both storage and performance issues. They had a fixed budget and needed a quick turnaround on a NAS solution to support their analytics workflows.

Metrics

4 Million Systems Built

Systems Built

99 Percent C-Sat Score

C-Sat Score

24-7

Service & Support

2 weeks lead time

Lead Time

What We Think

The Real Computing Needs of the Metaverse

The Real Computing Needs of the Metaverse

We’ve heard futuristic ideas for the metaverse. Some tech leaders would have us envision a place where one friend could instantly join another in a different part of the world for a concert. Others present a universe like that found in sci-fi novels, where people...

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Designing Scalable Infrastructure for Deep Learning

Designing Scalable Infrastructure for Deep Learning

Deep learning is the key to unlocking value from large sets of unstructured data. Some well-known deep learning applications include speech and image recognition and natural language processing. But, there are countless other applications in medicine, science,...

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