Premium Maintenance Plans
Iron Networks Premium Maintenance is tailored for customer environments that require comprehensive coverage, including 24 x 7 access to technical support services. This program is offered in one, two, and three year durations all of which are renewable.
Support Plans
1. Help Desk: - Self Help via Online Knowledgebase
- Resolution via Email (Web-Form)
- Resolution via Email (Web-Form) + Phone
- Coverage Hours
- Priority Issue Escalation to resolve critical issue
- Dedicated Account Manager
- Dedicated L3 (Level-3) Support Engineer
- Proactive Remote Hardware Health Monitoring
2. Support Resolution Coverage - L1 Installation - Quick Start Guide Assistance
- L2 Basic Configuration - LAN / IPMI Networking
- L3 Firewall Configuration - Router / FW / VPN
- L4 Advance Configurations & Root Cause Analysis
- Follow the Sun worldwide coverage
- Professional Service - QDS (Sold Seperately)
- Professional Service - ADS (Sold Seperately)
3. Software Subscription (First Year) - Firmware (FFRS) maintenance
- Up2date Service (Yearly Subscription)
- mISA, mISAE, mIAG, Equalizer
- nIPS*
4. Hardware Maintenance - Depot Repairs (1 Year)
- Advance Replacement - Next Day
- Advance Replacement - Next Day (Upgrade*)
*need to purchase seperately 5. Terms
Iron Networks Standard Warranty Plan
Yes
Yes
Yes
8am-5pm (M-F)
No
No
No
No
Yes
Yes
No
No
No
-
-
Yes
included
additional
Yes
Yes
-
30 days
Iron Networks Premium
Maintenance Plans
Silver Support
Yes
Yes
No
8am-5pm (M-F)
No
No
No
No
Yes
Yes
No
No
No
additional
additional
Yes
included
additional
Yes
-
additional
1, 2, 3, 5 Years
Gold Support
Yes
Yes
Yes
8am-5pm (M-F)
No
No
No
No
Yes
Yes
No
No
No
additional
additional
Yes
included
additional
Yes
-
additional
1, 2, 3, 5 Years
Platinum Support
Yes
Yes
Yes
7 x 24 x 365
Yes
No
No
No
Yes
Yes
Yes
No
No
additional
additional
Yes
included
additional
Yes
-
additional
1, 2, 3, 5 Years
Enterprise Support
Yes
Yes
Yes
7 x 24 x 365
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
additional
additional
Yes
included
additional
Yes
-
additional
1, 2, 3, 5 Years
Up2date Services; all Software, patches, signatures updates and qualified upgrades for one full year.
Iron Networks will ship you a replacement unit at first sign of trouble to help avoid costly downtime.
