SUPPORT

DDN Support Plans

In today’s digital age, IT departments are charged with maximizing system uptime and access to data. This is increasingly challenging as multivendor solutions, complex architectures, and dynamically changing workloads become the norm.

When you partner with DDN, you’ll align with subject matter experts in at-scale and data-intensive environments, whose experience spans nearly two decades. Our team of highly trained technical support engineers, field engineers, and logistics professionals are committed to prompt resolution, without excuses – so you can get back to your business at-hand.

DDN offers four support plans designed to meet a range of support options based on differing requirements. Entry Self Maintenance is for customers who have the training and experience to perform their own maintenance functions. For onsite requirements, we offer three plans with a range of available response times by DDN’s support staff, as well as plans that provide parts delivery Next Business Day or within 4 hours.

Below, you will find a table highlighting the various support plans available. For specific details, please download the Support Plans Brochure or refer to the Terms and Conditions of the DDN Support Contract.

WARRANTY CUSTOMER SELF-MAINTENANCE DDN ONSITE SUPPORT
SUPPORT OPTION Standard Entry Basic
(Annual Remote Health Check at customer request)
Premium Mission Critical
PART NUMBER Included SUP-ENPO-x SUP-BSOS-x SUP-PROS-x SUP-MCOS-x
TECHNICAL SUPPORT AVAILABILITY 12x7x365 12x7x365 via DDN Customer Support Community Portal only 24x7x365
SERVICE LEVEL OBJECTIVES (To First Response via DDN Customer Support Community Portal only)
SEVERITY 1 24 Hours 12 Hours 4 Hours 1 Hour 30 Minutes
SEVERITY 2 48 Hours 16 Hours 8 Hours 3 Hours 1 Hour
SEVERITY 3 Commercially reasonable effort. 24 Hours 6 Hours 2 Hours
SEVERITY 4 Commercially reasonable effort. 48 Hours 24 Hours 4 Hours
PARTS ONSITE
RESPONSE
SLO
starts at DDN’s
determination of need
DOA advance shipment for first 30 days after installation.
Return to factory thereafter.
2-5 business days
depending on location
Next Business Day 4 Hours
ENGINEER ONSITE
RESPONSE
SLO
starts at DDN’s
determination of need
Commercially reasonable effort. Time and materials charges apply. Customer replaces CRUs; Next Business Day for FRUs Next Business Day 4 Hours
ONLINE TOOLS Access to DDN’s Customer Support Community Portal including Knowledge Base articles
REMOTE SOFTWARE / FIRMWARE UPGRADES DDN Defined Mandatory Upgrades Only – Customer Installed All Upgrades –
Customer Installed
All Upgrades – Either
Customer Installed or
DDN Installed Remotely
HEALTH
ASSESSMENT
None Included but available for
additional fee
Includes one annual health assessment at the
customer’s request
Includes one scheduled
annual health
assessment
CONSUMABLES INCLUDED No Yes Yes
SSD REPLACEMENT AFTER DRIVE EXPIRATION No
NON-RETURNABLE
DISK OPTION
Yes (with Additional Charge)

Note: Parts and Labor onsite SLOs (Service Level Objectives) are response time objectives that are measured from the time of determination. Parts shipments can be impacted by local shipping cutoff times, local holidays, import delays and other situations outside of DDN’s direct control. DDN will not send labor to a site to replace components until the components are in route to the site. Not all Support Options available in all areas, please contact your DDN Account representative for verification of coverage.

Telephone

 

North America: +1.888.634.2374

International: +1.818.718.8507

APAC

Australia: +61.243280249

China: +86.10.8418.1802

India: +000.800.100.7168

Japan: +81345790253

Korea: +00798148009165

New Zealand: +6442807413

EMEA

EMEA: +800.3282.3473

France: +33.80.5100204 or +33.184010332

Germany: +49.61965868582

United Kingdom: +44.20.35446672