Support and Service Programs

Product Warranty Programs:

With highly trained Technical Support Staff, IRON Global prides itself in offering the best product support. Our server, storage and appliance products are backed by product support, configuration assistance, training, last-mile maintenance services and more.

For pricing information or additional details, please contact your designated Account Executive, or, send an email to
sales@ironsystems.com
If you already have a Warranty Program and have questions about deliverables and/or period of coverage, please contact
support@ironsystems.com
We offer a variety of customer support and service plans, and our IRON Global Consulting Service team can further assist you with solutions outside traditional support offering.
Plans and Coverage IRON Global Standard IRON Global Advance IRON Global Silver IRON Global Gold IRON Global Platinum IRON Global Enterprise
Help Desk Support
Self Help via Online Knowledgebase
Resolution via Email (Web-Form)
Resolution via Email (Web-Form) + Phone
Coverage Hours 9am-5pm 9am-5pm 9am-5pm 24 x 7 24 x 7 24 x 7
Coverage Days M-F M-F M-F 365 Days 365 Days 365 Days
Support Resolution Coverage
L1 Hardware Deploy - Quick Start Guide Assistance
L2 OS Installation & HW Troubleshooting
L3 Advance Configuration - OS / Apss / Network etc
L4 Data Center Config & Root Cause Analysis
Performance Review Meeting
Follow the Sun worldwide coverage
Hardware Service: Depot Repairs
Depot Repairs via RMA
Hardware Service: Onsite Repairs
On-Site Technician Visit
On-Site Response Time Next Day* Same 4 Hours* Onsite Staff
On-Site Coverage Hours 9am-5pm 9am-5pm 9am-5pm Onsite Staff
Hardware Service: Parts Replacement
Advance Parts Replacement
Terms: Coverage Period
IRON Global Standard Warranty - Included (Years) 2 - - - - -
IRON Global Warranty Extension - Option (Years) 1 (Total 3) - - - - -
IRON Global Premium Coverage - Option (Years) - 1, 2 or 3 1, 2 or 3 1, 2 or 3 1, 2 or 3 1, 2 or 3

01 IRON Global Standard Warranty: Standard Level Warranty Program

IRON Global includes 2 Years of Standard Warranty Coverage on every Standard system (listed on website) sold and 1 year for Custom system. The coverage period can be extended by 3 years. This warranty offering includes:

Help Desk Support:
  • Support hours are 9 AM to 5 PM Pacific Time (Monday through Friday except holidays).
  • Incidents can be reported via Email, Web, or Telephone.
  • Access to IRON Global' Self-Service Web Portal.
Hardware Services:
  • Covers failure diagnosis and replacement of factory parts and depot repair labor.
  • Depot Repairs:
    1. For repair of product and/or shipment of replacement parts, a Return Material Authorization (RMA) number is required and will be provided by Technical Support following failure diagnosis.
    2. Depot Repair turn-around time is 5 days, not including shipping time (RMA required)
  • Replacement Parts are shipped upon receipt of failed parts (RMA required). Iron pays shipping one way in North America. Customer pays shipping both way for International.
Terms of Coverage:
  • 2, or 3 year standard limited warranty (RMA only - no last-mile service).
  • Warranty is valid from the date of shipment.
  • Items outside Warranty Coverage will be presented to the customer as billable along with a time & materials quote prior to repairs being executed.
  • The necessary spare parts are required to be on site prior to dispatch of an Engineer for onsite service support. We strongly recommend that spare kits are purchased at the time of original purchase of equipment and stocked in a safe cage.
Recommended for Data Centers with a Redundant Infrastructure and a Dedicated last-mile Support Staff that can diagnose and remedy hardware issues with minimal support

02 IRON Global Advanced Warranty: Standard w/Advanced Parts Exchange

Customers can upgrade their Standard Warranty with an option for Advanced Parts Exchange. This plan offering includes:

Help Desk:
  • Support hours are 9 AM to 5 PM Pacific Time (Monday through Friday except holidays).
  • Incidents can be reported via Email, Web, or Telephone.
  • Access to IRON Global' Self-Service Web Portal.
Hardware Services:
  • Covers failure diagnosis and replacement of factory parts and depot repair labor
  • Replacement Parts will be shipped on the same business day (next business day if after Noon PST) upon diagnosis of failure and issuance of an RMA number. Iron pays shipping both ways in North America.
  • Failed parts must be returned to Iron within 15 Business Days. Iron reserves the right bill for parts not returned within 15 Business Days at the then current fair market value.
Terms of Coverage:
  • 1, 2, or 3 year standard limited warranty (RMA only - no on-site service).
  • Warranty is valid from the date of shipment.
  • Items outside Warranty Coverage will be presented to the customer as billable along with a time & materials quote prior to repairs being executed.
Recommended for Standard Warranty Customers Needing Replacement Components On-Site with the least possible delay or repair or replenishment.

03 IRON Global last-mile Silver Plan*:

Customers can upgrade their Standard or Standard/AE Level Warranty to the Silver Level Service Plan. This plan offering includes:

Help Desk Support:
  • Support hours are 9 AM to 5 PM Pacific Time (Monday through Friday except holidays).
  • Incidents can be reported via Email, Web, or Telephone.
  • Access to IRON Global' Self-Service Web Portal.
Hardware es:
  • Covers failure diagnosis and replacement of factory parts and depot repair labor.
  • Onsite Service:
    1. The hours of coverage for onsite services are Next Business Day from 9:00 AM to 5:00 PM local site time.
    2. last-mile service levels require that necessary spare parts be on site prior to dispatch of an Engineer. For best service levels we strongly recommend that spares and spares kits be obtained at the time of purchase.
  • Twice Yearly Performance Review meetings included
Terms of Coverage:
  • 1, 2, or 3 year standard warranty with Next Business Day on-site response.
  • Warranty is valid from the date of shipment.
  • Items outside Warranty Coverage will be presented to the customer as billable along with a time & materials quote prior to repairs being executed.
  • The necessary spare parts are required to be on site prior to dispatch of an Engineer for last-mile service support. We strongly recommend that spare kits are purchased at the time of original purchase of equipment and stocked in a safe cage.
Recommended for Data Centers with a Dedicated Staff Remote from Data Center that can at least temporarily remedy situations with little external aid.

We Have Expertise In:

Delivering an end-to-end turnkey OEM solution.

Optimized platforms designed to reduce time to market.

Custom design employing a holistic approach to meet requirements.

Custom integration to build products that meet customers’ specifications.

Global logistics to help streamline shipment and reduce supply chain risks.

Lowering your total cost of ownership.

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