Dear Snap Customers,
We are delighted to welcome the Snap family into Overland. We have now moved all of the Snap web site functionality onto our own Overland Support Portal. You will find that there are some things we do a bit differently and we beg your indulgence. We hope you will find that once you get used to the difference you will agree that the way we present information to you is better. It is important to us that any issues that may arise are resolved as quickly as possible. If you find something doesn’t work as expected please email cspadmin@overlandstorage.com with details and we will address it straight away.
In the spirit of quick resolution, the FAQs below are designed to answer the most frequent transition questions Snap customers may have
Please click the FAQs to see the answer.
How do I register my new Snap Product?
I'm already a member of the Adaptec portal. Why do I need to be a member of the Overland portal?
Has my product warranty changed?
I can't log in to the portal. What should I do?
Can I find answers to Snap product questions online?
How do I electronically create a service call?
My Product does not appear on the My Products page drop down menu. What should I do?
How do I register my new Snap Product?
If you are a current Overland customer please log-in, then use your My Products page to register. If you are new to our Overland portal, you will need to become a member before you can use our portal to register your product.
I'm already a member of the Adaptec portal. Why do I need to be a member of the Overland portal?
As you will see, your Overland Support Portal information will be highly customized and quite in depth. Adaptec's customer information is not designed this way. We hope that once you register with us, you'll wonder why every company doesn't personalize information for you like Overland does.
How do I get a Software Key?
Log into the Support Portal and click on “Manage Products” Browse to the product you wish to add a Software Key to and click on “Redeem POP Code”
Has my product warranty changed?
No. In some cases your warranty coverage will have a different name in our Portal (Software Support instead of Bronze), however the terms of your coverage remain the same.
I used to have Bronze coverage for my software. Now my covereage is Software Support. What's the difference?
The difference is in name only. The terms of your coverage remain exactly the same.
I can't log in to the portal. What should I do?
Please send an e-mail to cspadmin@overlandstorage.com. So we can more quickly rectify the situation., please provide your telephone number, name, company name, and company site (city & address).
Can I find answers to Snap product questions online?
Yes. On the Overland Support page, click on Support Knowledge Center. TIP: When you are logged in you have access to more solutions. When the Overland Knowledge Center appears, you can either browse for answers (by product and question category) or search. Be sure to make one of your key words: Snap.
How do I electronically create a service call?
Products must be registered in order to electronically create a service call. Once your product is registered, log in to the Overland Support Portal, then select Manage My Products. On the My Products page drill down to the specific product using the following drop-down selectors: Product Site, Product Family and Product. Once the product appears, click the Create a Support Request button.
My Product does not appear on the My Products page drop down menu. What should I do?
If your product does not appear on your My Products page, please register it before continuing. If you believe your product has been registered, on the left menu click the Ask Overland button, then fill in the requested information. In Comments, please let us know your registered product is not appearing on your page. Make sure to include your name, company name, name of the product, and the product serial number. After this is done, to arrange for service on your product please call:
Americas and Asia Pacific Toll Free (Active only in US and Canada): 1.877.654.3429
International: 1.858.571.5555 option 5
Europe,Middle East, and Africa: +44 (0) 118-9898050
After I log into the portal, I've noticed some of my account information is incorrect (address, company, group, entitlement, etc.). How can I get this fixed?
On the left menu inside the portal, click Ask Overland. Your name, address, e-mail & company should auto fill.
In the "Questions or Comments regarding" dropdown, select Product Registration. In the Questions or Comments text box, tell us what the incorrect account information is, and what the correct information should be, for example:
Incorrect account information:
Company is US Army; Should be US Navy
Address is 1000 Mainland; Should be 9000 Ocean