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.
3Gen Data Systems | Contact Us |