Our Support Service Options

Scope of Service Options:

Maxexpansion.com offers our customers several support options to meet the needs of every client.  This allows the client to choose the support structure to best fit their business size, type and SLAs with their end customers.  Maxexpansion.com reliability starts in design.  Our products offer data center level redundancy of the most failure prone parts such as power supplies, drives and fans as well as advanced remote monitoring capability via our integrated system monitors.  Most of the basic components or Field Replaceable Units (FRUs) replace easily by the end customer.  To minimize service calls, FRUs can be stocked as spares.  In the unlikely event that a service call is required for parts other than FRUs, the client can choose from our basic return to depot warranty, a diamond level plan featuring 24/7 4-hour on-site service with a spare parts kit stocked at the client site or anything in between.

Warranty:

Our typical warranty on all maxexpansion.com products consists of a two year, 10 hour a day, 5 days a week, phone support with a return to factory warranty as detailed in Appendix A.  This is our standard Bronze level support option.  Support hours are 7am to 5pm Pacific Time Monday through Friday.  The customer is responsible for shipping inbound to maxexpansion.com and maxexpansion.com pays for shipping back to the customer site.  Maxexpansion.com offers Bronze level extended warranties of one to three years at the following rates relative to the product purchase price.

  • One year extension: 5%
  • Two year extension: 7.5%
  • Three year extension (to a maximum of 5 years): 10%

In addition to the extended warranty option, for our 1U, 2U, 3U and 4U accelerator, server and storage products, we offer the following premium support plans which offer extended support hours and the option for various levels of on-site service.

Service Offerings:

Maxexpansion.com offers the following support options to meet your needs.   

  1. Bronze Support – basic “return to factory” service included in product pricing for warranty term of 2-5 years
    1. Support desk available 10 hours/day x 5 days/week from 7am to 5pm Pacific time
    2. Customer requests the RMA via our tech support department after troubleshooting with our techs
    3. Customer returns the unit to our office where we repair or replace the failed component and return the unit
    4. In warranty units follow our standard warranty terms, out of warranty repairs are quoted to the customer prior to repairs being performed.
    5. 1 week standard turn around on repairs 1
  2. Silver Support – 24x7 premium “return to factory” service for an extra fee during the warranty term
    1. Support desk available 24 hours/day x 7 days/week
    2. Customer requests the RMA via our tech support department after troubleshooting with our techs
    3. In warranty units follow our standard warranty terms, out of warranty repairs are quoted to the customer prior to repairs being performed.
    4. 1 week standard turn around on repairs 1
  3. Gold Support – 24x7 calls, Next Business Day on-site service for an extra fee upon system purchase
    1. Support desk available 24 hours/day x 7 days/week
    2. Customer requests service call via our tech support department after troubleshooting with our techs
    3. If service is required after troubleshooting, we will schedule a support visit for the next business day
    4. Parts ship to the closest service center for the support visit 2
  4. Platinum Support – 24x7 calls, 4-hour on-site service for an extra fee upon system purchase
    1. Support desk available 24 hours/day x 7 days/week
    2. Customer requests service call via our tech support department after troubleshooting with our techs
    3. If service is required after troubleshooting, we schedule a support visit no later than the next 4 business hours
    4. Parts are available at the closest service center for the support visit3
  5. Diamond Support – 24x7 calls, 2 or 4-hour on-site service for an extra fee upon system purchase
    1. Support desk available 24 hours/day x 7 days/week
    2. Customer requests service call via our tech support department after troubleshooting with our techs
    3. If service is required after troubleshooting, we schedule a support visit in the next 2-4 business hours depending on the customer location
    4. Parts are available at the closest service center or consignment on the customer site for the support visit3

Notes:

  1. Actual time to repair the system varies with the average being the sum of shipping time from the customer site to Escondido, CA (paid by customer), 1 week troubleshooting & repair or replacement, ground shipping time back to the customer site plus any weekends or holidays.
  2. Calls received after 2pm Pacific Time may require 2nd business day morning support visits.
  3. Available in/near certain major cities that can be found on the maxexpansion.com support web site.  Business hours are 8am-5pm local time.  Requires one time set-up fee per supported location, with first system order for that location.

To see Max Expansion's Standard Warranty, click here.