Product Related Services - Hardware encompass the diagnosis and the elimination of hardware faults by repair or replacement. We will respond to an incident and solve the fault in accordance with the contracted Service Level Agreement which can be an Offsite or Onsite support.

Support Pack Hardware is a Product Related Service contract with once-only remuneration and for a fixed contract term of 1 up to 5 years. The service period can be extended by purchasing a corresponding follow-on Support Pack. Service levels can be selected from standard options.

ServiceContract Hardware can, unless otherwise explicitly regulated, be acquired at any time during the product lifecycle until 12 months before the end-of-service for that product. It offers more flexibility than a Support Pack allowing service levels to be agreed in accordance with customer’s needs.

The service levels are as follows:

• Data Sheet Support Pack Hardware (EN, DE)
• Data Sheet ServiceContract Hardware (EN, DE)
• ProActive Support- Attachment to the above Data Sheets (EN, DE)
• Country-specific support Terms&Conditions (EN)

In case faulty data media (hard disk drives, SSDs, UFM-Devices, SATA-DOMs, DCPMMs or Boot Disk Utilities…) cannot be repaired and needs to be replaced, the exchanged component needs to be returned to the manufacturer. But what happens with the company-confidential data stored on the faulty device? With the HDD Retention offering, the exchanged device remains customer's property. This ensures that company-confidential data won't leave a company.

Benefits

• Security for confidential data
• Full data control remains with the customer
• Meets data protection and company guidelines
• Civil liability risks are reduced