EqualLogic SAN Service Agreement Information

Dell Equallogic SAN Service Agreements
Miles Consulting Corp (MCC) is an authorized Equallogic reseller. We will provide very competative pricing on warranty renewal as well as the purchase of new service agreeements. Note that Dell will support the currently-shipping version of the firmware and one previous version only. All Equipment in one group at any one Customer location must be covered by the same Service Partnership Agreement coverage type identified below.

Contracted Warranty Coverage
Complete Care coverage consists of the following warranty services provided during the applicable coverage schedule: (a) priority handling of all trouble calls and emails, (b) telephone diagnostics, advice and troubleshooting, (c) providing advanced replacement of parts per section five of this service description.

Complete Care Plus coverage adds, where determined by Dell to be required, (d) on-site diagnosis of Equipment problems and (e) on-site repair or replacement of malfunctioning Equipment.

Keep Your Hard Drive (KYHD) gives customer complete control of their data by allowing them to keep failed hard drives when replacement hard drives are delivered.

How to Request Warranty Service for your Equallogic SAN
All trouble calls and requests for service shall be made directly to Dell. Dell will work with you, the Customer, to provide remote trouble shooting and fault isolation to determine the probable cause of failure. When requesting service, you willl provide Dell with (a) the name and address of the SAN Equipment user, (b) a description of the SAN Equipment type, (c) part number, (d) model number, (e) Equallogic unit service tag or serial number and (f) explanation of the symptoms that indicate that a problem exists. Note that Dell may require the unit to have the latest software/firmware updates installed as part of the resolution for the problem. If field service is necessary, and you have Complete Care Plus coverage, at Dell's discretion, as determined by Dell customer support staff, Dell will contact SPO for service. SPO will be dispatched with the appropriate test equipment and replacement parts. It is your responsibility to maintain the unit according to the user documentation included with the system. Field service will not be dispatched to handle normal maintenance items and/or replacing consumable items such as the batteries. For installation services, Dell will require a minimum of twenty (20) working days advance notice.

Advanced Replacement Program
Dell will maintain a sufficient number of spare units to provide advanced replacement equipment to you in the event of equipment failures. Upon receipt of your request for an advanced replacement unit, and at the discretion of Dell, Dell will ship said advanced replacement equipment to your site from Dell’s nearest depot location. You will receive the advanced replacement equipment the next best date, typically the next business day, pre-paid via express delivery, unless otherwise specified by you.

1. Next business day delivery is available when the part is dispatched out Mon-Fri prior to 5:00 PM eastern time in the United States and Canada, 6:30 GMT for EMEA and the following local times in Asia Pacific: 15:00 in Japan, Philippines, Singapore and South Korea; 15:30 in India; 16:00 in Malaysia and Taiwan; 16:45 in Australia; 17:00 in Hong Kong; 17:30 in New Zealand; 18:00 in China and Thailand.
    
2. Dell will provide a returned material authorization (“RMA”) number to you and you will be responsible for returning the failed equipment to Dell within fifteen (15) business days. The return of failed equipment to Dell will be pre-paid and insured by Dell. The replacement unit shipping container should be utilized for return of the failed unit to Dell.
    
3. If the failed unit is not received by Dell within fifteen (15) business days from the date the advanced replacement was dispatched to you, or the unit is not returned in the specified packaging, you will be invoiced at the list price for the advanced replacement unit. The package must be labeled on the exterior of the shipping carton with an RMA number provided by Dell Equallogic customer service.
    
4. Products returned will not be accepted if there is damage due to external causes, including accident, abuse, misuse, problems with electrical power, servicing not authorized by Dell, usage not in accordance with product instructions, failure to perform required preventive maintenance, and problems
   caused by use of parts and components not supplied by Dell. If damage is evident from these causes, you will be invoiced at the list price for the replacement unit.

Renewing Your Equallogic Maintenance Agreement
This could not be easier.  Simply call us to provide the Service Tags you wish to renew, the type of service agreement you want, and the number of years you wish to renew.  Then we will provide a price quote.  Call our Equallogic consultants and we will guide you by phone on the best value for your needs.