| WD Arkeia Support Centers |
|
|
|
| PANAM (California) |
1-949-672-02601-949-672-0260 |
Monday - Friday |
9 am - 5 pm PST |
| EMEA (Paris) |
+33 01 707 44666+33 01 707 44666 |
Monday - Friday |
10 am - 6 pm CET |
- PST - Pacific Standard Time (English)
- CET - Central European Time (French, German, English)
- Not Available on Major Holidays
- Standard support hours do not apply to GOLD Service Level.
Support Services
| Service Level |
Bronze |
Silver |
Gold |
| Support incidents per year |
Unlimited |
Unlimited |
Unlimited |
| Knowledge Base access |
Yes |
Yes |
Yes |
| Community Forum access |
Yes |
Yes |
Yes |
| Web self-service portal access |
Yes |
Yes |
Yes |
| Remote access & Screen sharing |
|
Yes |
Yes |
| General phone support1 |
Yes |
Yes |
Yes |
| Level 1 phone support2 |
Business Hours3 |
Business Hours |
Business Hours |
| Level 2 phone support2 |
|
Business Hours |
Business Hours |
| Level 3 phone support2 |
|
|
Business Hours |
24/7 emergency restore phone support
(Direct to Level 3 support) |
|
|
Yes |
Fast track support case escalation
(Direct to Level 3) |
|
|
Yes |
SLA Response Time
(Standard business hours) |
8 Hours |
4 Hours |
1 Hour |
| Designated support contacts |
1 |
5 |
Unlimited |
| Software / Firmware updates |
Yes |
Yes |
Yes |
| Major and Minor Software / Firmware Upgrades |
Yes |
Yes |
Yes |
- General phone support is available to all service levels to address questions regarding WD Arkeia products.
- Level 1, 2 and 3 phone support does not include setup, configuration or installation services.
- Bronze phone support does not include phone troubleshooting or escalation phone support to a higher level. All Bronze escalations will be addressed using the Self Service Support portal.
Contract Information and Duration
| Service Level |
Bronze |
Silver |
Gold |
| 1 to 5 Year Contract Option |
Yes |
Yes |
Yes |
| Minimum Annual Commitment |
$500 |
$3,000 |
$10,000 |
Cost of one additional year of servive
(including cost of upgrade beyond Bronze Level) |
18% |
30% |
50% |
Cost to upgrade first year's Bronze to Silver or Gold
(Service levels are based on list price) |
|
11% |
27% |
Service contracts are only sold bundled with product updates/upgrades. Contact Sales for more details.
Limited Hardware Warranty
| Service Level |
Bronze |
Silver |
Gold |
Limited hardware warranty
(Excludes software) |
1 Year |
1 Year |
1 Year |
Hardware parts replacement
(Standard Business Days) |
5 Days |
3 Days |
1 Day |
Click here for the Limited Hardware Warranty - Included with the purchase of WD Arkeia Backup Appliance.
Click here for the End User License Agreement.
Important Notes:
- Only the languages listed are supported.
- If you have a question, you may find the answer in our knowledge base. The majority of questions we receive can be resolved by our FAQ/Knowledge Base.