Includes hardware and software support as standard. A phone hotline is included and a technician comes on site in case of a fault and replaces the defective device. In the Care Pack name Foundation Care is abbreviated as FC.
Includes hardware and software support with direct access to second level support on the hotline. You will be directed to service technicians who are trying to solve your problem remotely. If this is not possible, a technician will be sent on site. There is also the possibility of proactive monitoring.
Defekt Media Retention
With this service you may keep the defective hard disks in case of an exchange. This way you can be sure that the data stored on the defective device will be deleted and destroyed according to your own security standards. This service can be identified by the abbreviation DMR in the Care Pack Definitions.
- HW support the next working day: technician comes the next day.
- HW support within 4 hours: Technician will be with you within 4 hours.
- Call-To-Repair Within 6 hours: The hardware is replaced within 6 hours or the problem is resolved within 6 hours.
- Around the clock from Monday to Sunday.
- During business hours Monday to Friday 08:00 – 18:00.
- In Warranty: Devices are within the warranty period
- Post Warranty: Devices no longer have a warranty.