Overland Storage Service – Snap Server Products

Assuring the availability of your Overland Storage Snap Server® storage solution is a critical part of your overall protected data storage strategy. Overland has made selecting and obtaining the proper level of support for the entire life of your product easy and affordable.

While all Overland products are covered by an initial standard warranty, many users require either longer coverage periods or support options that provide for higher system availability. For these users we offer support upgrades during the initial warranty period, support extensions after that period ends, and software maintenance extensions. If your Overland Storage Snap Server solution includes multiple products each item must be covered to the same entitlement. As a special incentive to keep your Overland Storage Snap Server product covered for a longer period of time we offer a discount on multiple years of support coverage when purchased during the first 90 days after the installation of the product.

Software Maintenance:

An active maintenance agreement on the software component of your Overland Storage Snap Server solution is an important piece of your total protected storage solution. Access to updates, patches, and new version releases of GuardianOS is available beyond the standard warranty period by purchasing extended software maintenance. When purchasing any Software Maintenance support or higher service for your Snap Server system, Supplemental Software maintenance must be also be purchased for Snap Enterprise Data Replicator^TM (Snap EDR) and Snap Server Manager^TM, Multi-Server Administration if installed. An added value of our enhanced Bronze, Silver, and Gold hardware support options is that they include maintenance on the software where applicable.

Software Maintenance includes the following:

• Lowest cost support offering 24x7 access to web-based self support including on line patches, bug fixes, and new version releases.
• Standard business day technical support access, response time dependent on engineer availability, excluding recognized public and company holidays.

XchangeNOW

For users with a high tolerance for downtime or who have systems beyond available zone coverage¹ for Bronze, Silver or Gold offerings, our economical XchangeNOW support may be the right solution.

XchangeNOW can be combined with the advanced purchase of system field replaceable units (FRUs) to provide immediate access to most spares in the event of a failure. The spare pool can then be replenished with the XchangeNOW advance replacement of the specific product FRU.

XchangeNOW service includes the following:

• Support offering 24x7 access to web-based self support.
• Standard business day technical support access, response time dependent on engineer availability, excluding recognized public and company holidays.
• Advance replacement of product FRU within 2 business days of diagnosis.

Bronze Support:

When system availability is more critical, or your technical access to exchange defective products is limited, our Bronze level of support is the lowest cost alternative providing onsite repairs performed by a trained Overland authorized engineer.

Bronze support includes the following:

• Support offering 24x7 access to web-based self support.
• Standard business day technical support access, response time dependent on engineer availability, excluding recognized public and company holidays.
• Next business day on site repair response following diagnosis.

Silver Support:

Most customers find that the availability of their data storage is critical to the operation of their business and even a few days of down time is unacceptable. For these customers our Silver level of support may be the correct solution. Silver level support offers all of the features of our Bronze support with the additional benefit of a more rapid 4 business hour, same business day on site support.

Silver support includes the following:

• Support offering 24x7 access to web-based self support.
• Standard business day technical support access, enhanced response time, excluding recognized public and company holidays.
• 4-hour, business day, on site repair response following diagnosis.

Gold Support:

Our Gold level of support provides the added value over Silver by providing access to services 24-hours a day, 7 days a week, 365 days a year.

Gold support includes the following:

• Support offering 24x7 access to web-based self support.
• 24x7x365 technical support access, enhanced response time.
• 4-hour, anytime, on site repair response following diagnosis.

Supplemental Software Support:

Supplemental Software Support can be purchased for each optional software product. This service is offered as an annual contract for Snap Enterprise Data Replicator (Snap EDR) and Snap Server Manager Multi-Server Administration². To purchase Supplemental Software Service, the Snap Server on which the software product will be run must be covered by Software Support, XchangeNOW, Bronze, Silver or Gold Service.

Supplemental Software Support includes the following:

• Support offering 24x7 access to web based self support.
• Technical support access for the Software product in line with the service level of the Snap Server system on which it runs.

Summary of Overland Storage Snap Server Support Offerings The following tables provide a summary of the support offering descriptions provided above:

Feature:	Annual Service Plans:
	Software Support	XchangeNOW	Bronze	Silver	Gold	Supplemental Software
Unrestricted access to online Knowledge Center
One Year of Technical Support during Business hours and Product Upgrades
One Year of Technical Support 24x7x365 and Product Upgrades						3
One Year of Advanced Parts Replacement
One Year of Next Business Day on Site Service
One Year of 4-hour response during business hours
One Year of 4-hour any time response

¹ Not all service products are available in all zones. To determine the Zone information, reference the “Authorized Service Provider Site Location” listing in our Support portal or contact your reseller. End-user sites located more than 150 miles (or 240 kilometers) from a field service office are outside of our standard service zone. These sites may not have all Service Coverage options (Bronze, Silver, or Gold support) available or options may be subject to a surcharge. Please contact your reseller or Overland Storage Support Sales Specialist for more information and special quotes on Out of Service Zone sites. Please allow up to 4 weeks for us to establish your custom support solution.

² GuardianOS Options for Workgroup Snap Servers and StorAssure support is included as part of the Snap Server system support (Software Support, XchangeNOW, Bonze, Silver or Gold). BakBone NetVault workgroup Edition support is available from BakBone and BakBone NetVault Bundles, Options and APMs include 1 year of software support from BakBone.

³ 24x7x365 Technical support for Supplemental Software Support is dependent on the Snap Server system being on a Gold Support contract.