Service packages overview

 

Service Packages   12 months
Bring-In Service
  Express
Replacement In Advance
  Express
On-Site Exchange
  24/7 Express
Replacement In Advance
Maximum duration in months   12   60   60   60

Included as standard
- E-mail support with direct contact person
- Driver support for your server
- Access to Thomas-Krenn wiki portal

   YES   YES   YES   YES
Server retrieval
Monday to Friday		   NO   YES   YES   YES
Express replacement of defective hardware in advance
in accordance with our terms of service		   NO   YES   YES   YES
Installation support
30 days installation support for hardware		   NO   YES   YES   YES
Technical support by telephone
Mon - Fri 7:00 am to 10:30 pm		   NO   YES   YES   YES
On-site service
Mon. - Fri. on the following working day		   NO   NO   YES   OPTIONAL
Safety transport and return package   NO   YES   YES   YES
24/7 technician hotline
Support  from our technicians by telephone
around the clock		   NO   OPTIONAL   OPTIONAL   YES
24/7 technician support + spare part-courier
Spare parts shipped by courier on the same day		   NO   NO   NO   YES

 

On-site Service

Excluded from the scope of on-site service are:

  • Spare parts or components that are not required to maintain the functionality of the product (such as hinges, cosmetic parts, frames and chassis parts).
  • Exterior components (like hard drives in slide-in units, slide-in units or power supply units)
  • Interior components if hot-swapable (like Hot Swap fans)