Replacement spare parts and support plan details

A special maintenance is included in all support plans, providing assistance on hardware issues, both at the server level and spare parts level, such as CPU, controller, RAM and hard drives.


According to each support plan a number of services can be included


Pro Support

  • The new component will arrive at the customer’s headquarters in the Next Business Day 

  •  Spare parts arrival on-site by courier.


Super ProSupport
  • The new component will arrive at the customer’s headquarters in the Next Business Day 
  • If necessary, a field Engineer will be dispatched on-site to perform the hardware replacement.
Mission Critical 
  • The new component will arrive at the customer’s headquarters in 4 hours from the hardware availability.
  • A field Engineer will be dispatched on-site to perform the hardware replacement.



  • Spare parts support available for Hyper Series systems only. For Hyper Edge systems, the customer will receive a new replacement unit upon the occurrence of any reported hardware issue, subject to confirmation from Syneto Customer Support.
  • Next Business Day, is the delivery of components during the working day following the receipt of a support request by Syneto Customer Support, if received by 03:00 pm. 

Timing

The table below represents the timing of when a spare part is shipped and arrives at the customer site, based on when the support request is received by Syneto Customer Support.


The timing refers only to RMA (not DOA), in the absence of problems related to force majeure, slowdowns due to third party suppliers (e.g. transport) and any case not under the direct control of Syneto.
In the case of a local holiday, the shipment and delivery dates may defer to the next business day



Related articles
RMA

DoA