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Service Offerings

Hardware warranty, terms, definitions, and service offerings

Hardware Warranty, Terms, and Definitions

Intel® True Scale Fabric switch products are provided with warranties whose terms and definitions vary by product type. The following table provides an overview of the provided warranties.

Hardware Service Offerings

Intel is pleased to offer you a variety of warranty extension and service offerings to meet your demanding business needs. All Intel® True Scale Fabric products come with a standard base warranty, and many may be upgraded and extended. Please see the Intel True Scale Fabric valid service offering matrix for applicable product SKUs and their associated service extension and upgrade offerings. 

The terms and conditions of the warranty and the products for which they apply are displayed in the table above. 

Hardware service options are offered as one- or three-year renewals or base warranty upgrades.

Renewals may be purchased at any time and become effective on the day after the existing service or warranty period expires. Please visit the general service rules page for important information regarding service and renewals.

Upgrades serve to convert the base warranty included with hardware purchase. Three-year upgrades convert the base warranty and extend it two additional years at the upgraded level. The table and descriptions below summarize the available service extension and upgrade offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

Service Descriptions

Basic Service

The Basic Service offering provides an extension of the Intel® True Scale Fabric switch products standard warranty for applicable products. Please see the valid service offering matrix for applicable product SKUs. Please visit the general service rules page for important information regarding end of life and service and renewals. 

The following is a summary of Basic Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows: 
            Web: 4 hours
            E-mail: 8 hours
            Phone: 30 minutes
  • 8 hours a day, 5 days a week local time technical support.
  • Advance replacement parts shipped second business day.

Preferred Service

The Preferred Service offering provides expanded telephone support, return material authorization (RMA) upgrade, and extension to the Intel® True Scale Fabric switch products standard warranty for applicable products. Please see the valid service offering matrix for applicable product SKUs. 

The following is a summary of Preferred Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows:
        Web: 4 hours
        E-mail: 8 hours
        Phone: 30 minutes
  • 24/7/365 technical support.
  • Advance replacement parts shipped next business day.

Choice Service

The Choice Service offering provides an onsite engineer upgrade to the Preferred Service offering. Choice Service allows the peace of mind that your equipment will be serviced by a trained professional, and all service activities will be done in accordance with the proper procedure for Intel® True Scale Fabric switch products equipment. Please see the valid service offering matrix for applicable product SKUs. 

The following is a summary of Choice Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows: 
        Web: 4 hours
        E-mail: 8 hours
        Phone: 30 minutes
  • 24/7/365 technical support.
  • Advance replacement parts shipped next business day.
  • Engineer onsite next business day.

Exchange Service

The Exchange Service offering provides an extension of the standard warranty for DDR products. Note: Most DDR products are under end of life (EOL) notice. Please see the valid service offering matrix for applicable product SKUs. Visit the general service rules page for important information regarding end of life and service and renewals.

The following is a summary of Exchange Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows:
        Web: 4 hours
        E-mail: 8 hours
        Phone: 30 minutes
  • 8 hours a day, 5 days a week local time technical support.
  • Advance replacement parts shipped next business day.

Select Service

The Select Service offering provides an onsite engineer upgrade to the Exchange Service offering for DDR products. Select Service allows the peace of mind that your equipment will be serviced by a trained professional, and all service activities will be done in accordance with the proper procedure for DDR equipment. Note: Most DDR products are under end of life (EOL) notice. Please see the valid service offering matrix for applicable product SKUs. Visit the general service rules page for important information regarding end of life and service and renewals.

The following is a summary of Select Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows:
        Web: 4 hours
        E-mail: 8 hours
        Phone: 30 minutes
  • 8 hours a day, 5 days a week local time technical support.
  • Advance replacement parts shipped next business day.
  • Engineer onsite next business day.

Repair Service

Intel offers out of warranty repair service for select products that are not covered under a warranty or support agreement.  Please see the Intel® True Scale Fabric Equipment Out of Warranty Terms and Conditions document for a list of products that have repair service available and the associated terms and conditions for that service.

 

 

Hardware Warranty, Terms, and Definitions

Warranty Type Items Covered Term Phone Support Defective Parts Policy Defective Chassis Policy Warranty Document Covered Products
Standard Intel® True Scale Fabric switch and DDR switch 9000 series products and related electronic components 1 year 5X8 2-day Advance Replace Return for repair/replace View View
Adapter Intel True Scale Fabric host channel adapters (HCA) 3 years 5x8 2-day Advance Replace N/A View View
Cable Intel True Scale Fabric cable products 120 days N/A Return for credit N/A View View
Mechanical Intel True Scale Fabric switch and DDR switch 9000 series non-electronic components 90 days N/A 2-day Advance Replace N/A View View
Repair Repaired Intel True Scale Fabric switch and DDR switch 9000 series products and related electronic components 90 days 5x8 2-day Advance Replace Return for repair/replace View View / Terms & Conditons

Hardware Service Offerings

     Choice    Select    Preferred    Exchange     Basic
Coverage (Hardware and firmware) Intel® True Scale Fabric switch products DDR Intel® True Scale Fabric switch products DDR Intel® True Scale Fabric switch products / DDR
Phone Support 24/7/365 8/5 local time 24/7/365 8/5 local time 8/5 local time
Response Commit Web: 4 hours; E-mail: 8 hours; Phone: 30 minutes Web: 4 hours; E-mail: 8 hours; Phone: 30 minutes Web: 4 hours; E-mail: 8 hours; Phone: 30 minutes Web: 4 hours; E-mail: 8 hours; Phone: 30 minutes Web: 4 hours; E-mail: 8 hours; Phone: 30 minutes
Engineer onsite Next business day Next business day Not available Not available Not available
Advance hardware replacement Next business day Next business day Next business day Next business day Second business day
shipping Included Included Included Included Included
packaging Included Included Included Included Included
Firmware updates Included Included Included Included Included

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