Get industry-leading support whenever, wherever, and however you need it. 3Gen Data Systems provides the resources you need to quickly and proactively resolve product-related issues and questions to help you ensure business continuity and a high availability.

3Gen Data Systems maintains a global network of professional engineers and technicians who provide continuous telephone technical support from its strategically located Support Centers.

3Gen Data Systems offers two levels of customer service: Tier 1 and Tier 2 support. Options include on-site support, on-site spares, project consultation and complete specialized site-support program. Our Global Triage Center provide immediate accessibility to replacement parts.

Learn more about how to reduce risk, lower costs, and speed time-to-business value with expert services and support from 3Gen Data Systems. If you need a parts replacement on any 3Gen Data Systems product that is still under warranty or service plan, contact your local sales representative.

Service Description Standard Enhanced
Unlimited 7x24 Help Desk Support - 1 hour response
Escalation to 3Gen Data Systems partners Help Desk - Normal Business hours
Escalation to 3Gen Data Systems partners Help Desk - After Hours*  
Notification of Out of Warranty and End of Life via email
Access to Firmware Revisions when released via 3Gen website
Access to 3Gen Data Systems Knowledgebase via the Web
Return to Factory of all Parts (5-10 business day turn around)  
Advance Exchange of all Parts Optional
7x24 Emergency Access to Parts Depot  (shipping time is location dependent) Optional
On-site Spares Optional Optional
On-site Support Normal Business hours 9-9EST M-F with Two Business Day Response Optional
On-site Support Normal Business hours 9-9EST M-F with Next Business Day Response   Optional

These Support Plan policies do not apply to devices not covered by a Support Plan/Maintenance Agreement.