Reference Guide

Table 6 Tape Libraries, Virtual Tape and Disk Backup Products
Service Delivery Method
3
Availability & Response Time
4
Customer Performed
Maintenance Tasks
2
Include
Remote Monitoring &
Support
1
Warranty
Period
Product
Parts-Only Warranty ServiceCSR
5
: All partsWeb based management
and remote monitoring
1 yearMSL2024, MSL4048 Tape
Library
Normal business hours
Firmware upgrade and
pre-upgrade tasks
Next business day response
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
Web based management
and remote monitoring
1 yearMSL8048, MSL8096 Tape
Library
HP StoreEver MSL6480
Scalable Libraries
Normal business hoursFirmware upgrade and
pre-upgrade tasks
Next business day response
Parts-Only Warranty ServiceCSR
5
: Whole Unit
Replacement
N/A1 yearSKM key management
appliance
Normal business hours
Firmware upgrade and
pre-upgrade tasks
Next business day response
Parts-Only Warranty ServiceCSR
5
: Available on some
parts and mandatory on some
parts
Web based management
and remote monitoring
1 yearStoreOnce 2000 Series,
D2D 100 Series Backup
Systems
6
Normal business hours
Next business day response
Firmware upgrade and
pre-upgrade tasks
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
Web based management
and remote monitoring
1 yearStoreOnce 4000 series,
D2D 4000i/fc Series
Backup Systems
6
Normal business hoursFirmware upgrade and
pre-upgrade tasks
Next business day response
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
Web based management
and remote monitoring
1 yearStoreOnce 6000 and
B6000 Series Backup
Systems
6
Normal business hoursFirmware upgrade and
pre-upgrade tasks
Next business day response
Parts-Only Warranty ServiceCSR
5
: All partsWeb based management
and remote monitoring
1 yearVLS 1000i
6
Normal business hours
Firmware upgrade and
pre-upgrade tasks
Next business day response
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
Web based management
and remote monitoring
1 yearVLS 3xx/12xxx Series
Virtual Tape Library EVA
Gateway
6
Normal business hoursFirmware upgrade and
pre-upgrade tasks
Next business day response
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
Web based management
and remote monitoring
1 yearVLS 6xxx/9xxx Series
Virtual Tape Library
6
Normal business hoursFirmware upgrade and
pre-upgrade tasks
Next business day response
On-site Warranty Service for
service events not remedied
remotely or through CSR
5
CSR
5
: Available on some
parts and mandatory on some
parts
N/A1 yearRDX160, RDX320, RDX500,
RDX750 Internal and
External Removable Disk
Backup System
6, 7
Normal business hoursFirmware upgrade and
pre-upgrade tasksRDX Media
Next business day response
16 Limited Warranty Period