Service Contract Options on New Systems

Through its support partner, Electronics Nexus, Inc. offers a number of technical support and on-site service options when a new server, workstation or NAS appliance is purchased. These options are summarized below.

Level 1A: 8AM-5PM Help Desk and Parts Replacement Warranty Only

This service level comes as standard with all systems. It provides telephone-based Help Desk Technical Support and Warranty Parts Replacement only for systems and components supplied through Electronics Nexus, Inc. between the hours of 8AM and 5PM Pacific Standard Time, Monday to Friday excluding Public Holidays.

This service is the only service option provided directly by Electronics Nexus, Inc. , and not by our support partner.

Level 1B: 24/7 Help Desk and Parts Replacement Warranty Only

This service level provides, through our support-partner, telephone-based Help Desk Technical Support and Warranty Parts Replacement only for systems and components supplied through Electronics Nexus, Inc. 24 Hours per Day, 7 Days per Week, 365 Days per year.

Level 2A: 8AM-5PM Help Desk with Next Business Day On-Site

This service level provides, through our support-partner, telephone, e-mail, internet and fax-based Help Desk Technical Support and Warranty Parts Replacement for systems and components supplied through Electronics Nexus, Inc. between the hours of 8AM and 5PM site local time, Monday to Friday excluding Public Holidays.

In addition, on-site support is available though a local, qualified technician. In order for parts to be dispatched, next business day on-site service can only be guaranteed if the support call is logged before 3PM local time and it emerges that part replacement is required. In this case a support technician will appear in person at the customer’s site the next business day, if the technician is within 50 miles of the customer’s site, in order to conduct the servicing. See further notes if, in the unlikely event, that the nearest qualified technician is not within 50 miles of the customer’s site.

Level 2B: 24/7 Help Desk with Next Business Day On-Site

This service level provides, through our support-partner, telephone, e-mail, internet and fax-based Help Desk Technical Support and Warranty Parts Replacement for systems and components supplied through Electronics Nexus, Inc. 24 Hours per Day, 7 Days per Week, 365 Days per year.

Level 3A: 8AM-5PM Help Desk with 4-Hour On-Site

In addition, on-site support is available though a local, qualified technician. This technician will arrive within four hours of the same day of the call being logged. In order to improve the probability of problem resolution on the first visit, the customer is encouraged to have spare parts available. A recommended list of these spare parts will be provided at contract start.

Level 3B: 24/7 Help Desk with 4-Hour On-Site

This service level provides, through our support-partner, telephone, e-mail, internet and fax-based Help Desk Technical Support and Warranty Parts Replacement for systems and components supplied through Electronics Nexus, Inc. 24 Hours per Day, 7 Days per Week, 365 Days per year.

In addition, on-site support is available though a local, qualified technician. This technician will arrive within four hours of the call being logged. In order to improve the probability of problem resolution on the first visit, the customer is encouraged to have spare parts available. A recommended list of these spare parts will be provided at contract start.

Limitations to all service levels

All service levels cover only complete systems and their constituent components supplied by Electronics Nexus, Inc. . It does NOT cover parts added to the system at a later date purchased through other vendors and does not cover various situations including, but not limited to (a) equipment neglect or abuse, (b) operating the equipment outside the defined environmental parameters (e.g. excessive heat and moisture), (c) damage caused by power surges on equipment not protected by industry-standard surge protection, (d) virus and malware attack or software malfunction, etc. These limitations are defined in the warranty document that came with your system, a copy of which is posted at the warranty link on the footer of this page.

Advanced Warranty Replacement

For all service levels, should a defective piece of hardware be identified, the replacement part will be shipped overnight. The customer’s credit card will be authorized for the amount of the replacement part, and will only be charged if the defective part is not returned within 30 days.

Installation of the replacement part will be made by an on-site technician for all service levels with on-site support, otherwise it will be the customer’s responsibility to install the new part (exception: For identified mainboard defects where no on-site support exists, the system in its entirely must be shipped back to Electronics Nexus, Inc. for mainboard replacement. Upon service completion, the system will be shipped back to the customer via Ground shipping).

In all cases, the customer is responsible for the costs of shipping returned parts or systems back to Electronics Nexus, Inc. .

“Next-Day” On-Site Response and Remote Locations

When the distance between the nearest qualified technician and the customer’s site is greater than 50 miles, a longer interval between the call being logged and the technician arriving may occur. The customer would be notified at the start of the contract if a local qualified technician is not available within 50 miles. However, because of the vast extent of the local service network provided by our support partner, only a very small percentage of customers are likely to fall into this category.