User's Manual

ARCXTEND USER MANUAL – R1.4, ISSUE 4
Copyright 2005 Arcwave, Inc. 59
Hardware Services
• Warranty repair and return
• Out-of-Warranty repair and return
Training Services
• Technical Training
• Sales Training
Standard Service Agreements
Our standard service agreement provides for:
• Free of charge access to 24/7 technical support
• Free of charge software/firmware upgrades
• Training at 15% discount
• On-Site Field Support at a 10% discount
• Emergency On-Site Field Support at a 10% discount
• Spares at 10% discount
• Custom service and extended warranty agreements are available upon request.
Technical Services
Technical Assistance
• 24/7 Customer Service Line: [phone] or [phone]
• Customer Service E-Mail: [e-mail]
Return of Material Authorization (RMA) Initiation and Tracking
The RMA process is initiated by contacting Arcwave technical support via telephone or e-mail.
Following receipt and review of the RMA request and if the return is authorized, Arcwave will assign
an RMA number. Only after receipt of this number is the customer authorized to ship the product
back to Arcwave. The RMA number is subsequently used to track the status of the return
Onsite Support
Arcwave on-site support service is provided per customer request. The appropriate technical
support engineer will be dispatched to the customer site after agreed upon objectives have been
established between the customer and Arcwave. It is the customer’s duty to make necessary
preparations for the visit, provide access to the relevant sites, and escort Arcwave personnel during
their visit. The customer will also provide security arrangements whenever required. Arcwave will
work with the customer to schedule onsite support in a timely fashion. At the end of the visit,
Arcwave will provide a report summarizing the problem(s) found, corrective action(s) taken, and any
recommendations to prevent the problem(s) from reoccurring in the future.