Capricorn Technologies Warranty Support

The following are Services that may be ordered with new PetaBox data storage nodes. support purchases must be made at the time of product purchase. Service Program terms are for one or three years.

Source Support Services Offering	1-Year	3-Year
Help Desk Support: 8/5, M-F     On-Site Response: Next Business Day	X	X
Help Desk Support: 24/7/365     On-Site Response: 4-Hour, Same Day	X	X

On-Site Warranty Services

On-Site Warranty Services, which are available at the levels of Standard 8/5 Services, 24X7 Services, and 24X7 4HR Services, are available for all systems sold. On-site Warranty Services include Source providing technical labor (help desk and on-site) as agreed by Source and paid for by end-user.

Replacement Parts and FRUs

End-user will place service call via phone, e-mail, fax, or Source’s On-line Service Call Program. Source will take the first call for service from the site and determine whether the problem is software or hardware related. If hardware related, end-user will contact Source’s help desk for hardware problem determination. After final diagnosis, if it is determined that an on-site presence is required, Source will dispatch a field engineer and arrange for parts to be shipped to the end-user site from Capricorn’s facility, if end-user does not have field replaceable units on hand, as the specific coverage requires. Source will provide all logistics coordination and assistance to the field engineer as required. Parts retrieval will be the responsibility of Capricorn. Source’s help desk and on-site technicians will assist the end-user in the packaging and shipping of the replacement parts back to Capricorn’s facility.

In instances of larger deployments, it is recommended that the end-user purchase an additional storage unit that can be used as a replacement in case of a hardware failure. This will save time in unit redeployment, and provide continuity of use. The failed unit can then be returned to Capricorn for repair with minimal disruption to the data management infrastructure.

Source will diagnose operating system problems as well. If Source determines that it is “application software” related, Source will defer the end-user to Capricorn or to the software supplier.

Source’s list of offices is vast and continually expanding. Upon request, Source will provide end-user with the phone number, zip code, or city and state for the closest office and will address any end-user concerns related to site locations. Source is able to describe where the closest service offices are located and the mileage to the site for each end-user. Source will notify end-user immediately if the location designated in a Services Order is not within 50 miles of one of Source’ service locations.

Standard 8/5 Help Desk and Next Business Day (NBD) On-site Services.

For Standard Services, help desk support is available between the hours of 8:00am to 8:00pm Eastern Time, Monday through Friday. On-site hours of coverage are 8:00am to 5:00pm (site’s local time), Monday through Friday.  The telephone response time is one hour to the end-user once a call has been placed, and the on-site response time is next business day (NBD).

Source will respond to the end-user location as soon as possible and no later than the next business day, when the end-user location is within 50 miles of one of Source’s 15,000 contracted service locations.  In order to respond on-site by the next business day, service call requests need to be received by Source' help desk as early as possible. Calls received after 3:00pm EST (site’s local time), may not be handled for a next day response due to the time required to dispatch parts and field engineer dispatch.

Source will not dispatch an on-site technician until the diagnosis is complete and the replacement parts have arrived on site.

24X7 Help Desk and 4HR On-Site Services.

This option provides a four (4) hour on-site response option (“4HR”).  All other terms of the 24X7 Services remain the same. Source requests that spare parts be available on-site for this service offering; however, it is not necessary for an on-site response to take place.  Source will provide end-user with a list detailing the spare parts that should be available to improve the probability of problem resolution on the first on-site visit.