Warranty, Maintenance & Field Support
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%
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
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
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
- Triage / Escalation
- Dispatch (Service Desk)
- Vendor Management
Service & Support
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