Service & Support Frequently Asked Questions

Overland Storage® offers you industry leading product warranties that provide comprehensive coverage for hardware, software and firmware support. Support delivery methods will have a direct impact on the availability of your storage solutions. Standard replacement is XNow, which means we send you a new part (sometimes even the whole unit) . When that is delivered, you send us the problem part/unit. Without adding an Upgrade to Bronze, Silver or Gold, it is possible your product could be down for up to 5 days. For details on the length and delivery methods of the warranty for any specific product refer to the “Warranty Coverage and Service Options” document found on the Overland Storage corporate Web site and Customer Portal.

What does XchangeNOW™, Bronze, Silver and Gold coverage mean?

Our service products are tiered to provide you with the exact level of service you need to meet your business requirements and provide you with the highest levels of availability for your storage solutions. Each one of these tiered offerings can be purchased as an upgrade (if purchased at the time of sale of you Overland Product) or as a renewal(Extended Support).

XchangeNOW Coverage offers component-level spares support via an advanced exchange program. XchangeNOW coverage provides 5 x 9 telephone technical support Monday through Friday with the shipment of the identified hardware component failure within two business days from diagnosis. This level of support is appropriate if your storage environment can support a high tolerance for downtime as shipping time for the replacement parts must be taken into consideration.
Bronze Coverage offers a significant improvement in the expected system availability if your storage environment is not mission critical, has less tolerance for system down time, and/or you do not have the technical capability to exchange product hardware on your own. Bronze Coverage provides you with 5 x 9 telephone technical support Monday through Friday with a next business day on-site response for hardware break-fix solutions.
Silver Coverage is geared for business or commercial operation where system down time needs to be measured in hours, not days. If your storage environment requirements require a same day response, but is not managed after hours or on weekends, Silver coverage is a smart option. Silver Coverage offers a four (4) hour same-day on-site Support response during normal business hours as well as our 5 x 9 telephone technical Support Monday through Friday.
Gold Coverage provides the ultimate in peace of mind if you demand round-the-clock operation of your mission critical data storage. Gold level coverage provides 7 x 24 telephone technical support 365 days of the year backed up with a four (4) hour on-site response by our highly trained field service force for hardware break-fix solutions.

What does response time mean?

For Hardware Solutions, response time is the maximum time you should have to wait for the appropriate hardware support to be on-site for resolution once the hardware failure has been diagnosed by our technical support team.

For XchangeNow™ Coverage, the response time is shipment of the advanced replacement spare within 2 business days.
For Bronze Coverage, the response time is on-site break-fix support the next business day.
For Silver and Gold Coverage, the response time for on-site break-fix support is 4 hours. For Software/Firmware Solutions, response time refers to the time that telephone Technical Support will respond to a technical issue:
For XchangeNow Coverage, Bronze Coverage and Silver Coverage, telephone Technical Support is available to respond during business hours Monday thru Friday.
For Gold Coverage, Technical Support is available to respond 24 hours a day, 7 days a week, 365 days a year.

I need higher availability for a longer period of time than the standard warranty. What are my options?

Overland hardware products come with either our XchangeNow™ coverage or a limited period of Bronze level coverage. If you believe that the type or length of coverage which comes with your product is inadequate for your particular situation we offer support Upgrades which are specially priced service offerings only available at the time of sale of your Overland Product. These Upgrades are available for up to three years in Bronze, Silver, or Gold service levels and will save you money over buying annual renewals or Extended Support Coverage.

For our software customers we strongly recommend extending the software maintenance period beyond our standard 90 days to make sure you always have access to the latest software updates and patches.

When does on-site coverage begin?

On-site coverage begins approximately 10 business days after you register your new Overland product via our award winning customer web portal or we when we receive a valid purchase order for uplifted or extended support. It is very important that the registration process is completed for all new products and that you include all added options. Failure to register a new product may delay the delivery of your entitled support.

What are Zone Charges?

Zone Charges are additional fees assessed to our service Products (Bronze, Silver, or Gold) when a user site needing on-site response is located far from one of our many field service offices located around the world. Not all service products are available in all zones. To determine the Zone you are in, reference to the “Authorized Service Provider Site Location” listing in our Support portal or contact your reseller.

User sites are categorized into one of three zones:

In Service Zone
An end-user site located within 240Kilometers or 150 miles of a field service location is considered to be within the service zone and standard pricing applies.
Out of Service Zone
End-user sites located more than 150 miles (or 240 kilometers) from a field service office are outside of our standard service zone. These sites may not have all Service Coverage options (Bronze, Silver, or Gold support) available or options may be subject to a surcharge . Please contact your reseller or Overland Storage Support Sales Specialist for more information and special quotes on Out of Service Zone sites. Please allow up to 4 weeks for us to establish your custom support solution.
XchangeNOW
XchangeNow support involves shipping only, not an on-site visit by a field engineer. XchangeNOW is available in most countries and locations regardless of service zone.

Why are there two different prices for each level of Hardware Service?

Service pricing is divided into two categories, Upgrades and Extensions.

UpGrades
With upgrades, Overland covers the cost of replacement parts, which is a cost benefit to you. Upgrades also provide a higher availability of support (Bronze, Silver, or Gold).Three Year upgrades are only available at the time of sale. One Year Upgrades are available during the factory warranty period .
Extensions
Extensions are made after the warranty period and are added into the level of service purchased (Bronze, Silver, or Gold).The advance replacement is only available with extended service contracts. Purchasing an extended service agreement is the only way to be sure a trained technician will be available to service your equipment within a guaranteed response time.

What about Software Support?

The standard warranty on all Overland Software PACs (including Protection OS™) covers all bug and code issues to the Software PAC during the first 90 days of service. Any software patches, fixes and upgrades are also available during the warranty period. Extended Software maintenance can be purchased to continue your valuable software support beyond the warranty period and provide continued access to all patches and upgrades. Software maintenance for Protection OS is included with all purchased Bronze, Silver and Gold level support product upgrades.

How is Service ordered for tape drives, partitioning cards or Fibre Channel cards?

Overland has made it easier than ever to order Service by eliminating the add-on service requirements for tape drives and other installable options. We now offer support on the entire configured product for a single price. When you purchase and install additional drives or other options it will automatically be covered under your existing service agreement as soon as you register it using our simple web-based process on our customer portal.

What about installation?

Professional Product Installation is available. See your reseller for options and pricing. Ordering Professional Installation Services is similar to ordering Overland Service Coverage. Xpress Channel installation is included with all multi-module library installations.

I have a NEO4400. How do I register it and how is it supported?

The Neo4400 is really four (4) NEO4000 units connected together with a common express channel. It is important that you register each of the individual units so that we know how many products are at your location for spares planning. When you purchase Uplifted or Extended Support you need to purchase the same level of support for all 4 units. This same principle applies to all stacked NEO series products.

My factory warranty is expiring and there have not been any service requirements. Why should I purchase continued coverage?

A majority of owners experience no problems with their Overland Products during the warranty period, however, electro-mechanical equipment can and does sometimes have problems due simply to age and use. A single drive replacement on a library can cost over $5,000 in parts alone. Without service coverage, you could face high repair charges. Also, without a service agreement, you could be without your product for an extended period of time.

I have decided against continued coverage, what about me?

We sincerely hope Service is not required on your Overland Product but if it is, we have a fully staffed Service and Support Department at both our San Diego (North America) and Wokingham (Europe) facilities that can restore the product's performance for a reasonable fee.

How do I arrange for on-site service after my service lapses?

On-site service for products not covered by current support programs can be arranged through the Overland Storage Telephone Technical Support Department. You will be responsible for all charges directly to Overland or to the Overland Authorized Service Provider who performs the requested service.

I accidentally allowed my support coverage on my Overland Product(s) to lapse, can it be started again?

Unless the Overland Product has been officially announced as End of Life, Extended Service Coverage can be purchased on your Overland Product(s). We may require that the unit(s) go through a "re-certification" process where our field engineer will inspect the product and validate that it is functioning within operational specification. A small charge will apply for this service.

Software maintenance that has been allowed to lapse must be purchased and back dated to the last coverage date.

**How do I make sure my support coverage does not lapse?**

You and your reseller will be contacted by Overland 90 days prior to service lapsing to arrange for a renewal. You should immediately contact your reseller for a quote on the support product you require. Our support sales specialists will assist you in locating a reseller if necessary. It can be expensive and inconvenient to renew lapsed coverage so our sales team will follow up with your reseller to make sure that we get your renewal processed before the expiration date. Of course you may renew or extend your support coverage through your reseller at any time.

Who do I call if more information is needed, or a problem occurs with an Overland Product?

For additional information on product Services, review the additional materials available on the Overland Storage Web site and Customer Portal. For information related to support, first visit the Overland Storage Customer Portal. The portal includes a knowledge center that can assist you with many of your configuration and optimization questions and issues. If the solution cannot be found in the knowledge center, a service call ticket can be opened from the portal. You can also open a service call ticket by phone, using the Overland Storage technical support numbers listed in the Customer Portal.