| Proservice Programs |
Optional Services |
• On-Site Maintenance Contracts
• Enhanced Warranties
• Installation Services
• Depot Repair
• 24 x 7 On-Site Maintenance
• 9 x 5 On-Site Maintenance
• Advanced Part ExchangeMaintenance
• Extended Warranty
• Software Support Contracts |
• Installation Services
• On-Site Spares Kits
• On-Site Coverage for Non-Service Related Activities
• Failure Analysis After Warranty
Period
• Service Outside of Warranty
• Performance Analysis / Tuning
• On-Site Maintenance by Certified Rorke Data Technician
• Site Audit Services
• Custom Designed Services |
 Proservice 9 x 5 On-Site
The Proservice support program is an On-Site Maintenance
offering. Rorke Data has developed this comprehensive support
offering to fit the needs of customers who require coverage on
system components, yet don’t require the faster response times
of our Proservice Plus offering.
Proservice Plus 24 x 7 On-Site
Proservice Plus is a feature-rich program that is designed to
provide many components above and beyond the Proservice
program. The minimum cost of Proservice Plus will easily translate
into maximum value. This program builds upon the basic
components of Proservice with the goal of maximizing uptime
and availability through additional proactive features and a
greater emphasis on response time and availability.
Below is a features / benefits listing of On-Site Proservice Programs.
| FEATURE |
BENEFIT |
Technical Phone Support: 952-829-0300 or 800-328-8147 |
| Technical Support Form |
Get answers to your technical questions by filling out our Technical Support Form |
Technical Service
|
On occasion, Rorke Data publishes Technical Service Bulletins that will Bulletins
include various topics concerning performance, usability, monitoring, etc. These
bulletins will be sent via e-mail or fax to our Proservice Plus customers. These
bulletins will also be available on our web site for review by all customers. |
| Expedited Advanced Parts Shipment |
Replacement parts are shipped within 24 to 48 hours as requested (if order is placed before 3:00pm Central Time) to your location. With advance shipment, Rorke Data sends the replacement part before you send the failed unit back, which allows you to reduce the time to repair, and quickly return your Rorke Data Product to full functionality. |
| Failure Analysis on Request During Warranty Period |
If requested, Rorke Data will perform a failure analysis on individual field replaceable units during the warranty period. Parts that are non-Rorke Data in origin will be returned to their original manufacturer for analysis. |
| Follow Up Customer Satisfaction Call |
In order to ensure that we are meeting high standards of service and support, a Rorke Data representative will follow up after service incidents have been closed. We use this feedback to measure our effectiveness, and if necessary, will make
adjustments. |
| Problem Escalation |
Rorke Data has developed escalation timeliness to ensure that all Product problems are resolved in the timeliest possible manner. If we do not have a problem resolved within a specific time frame, the problem will be escalated to the next level within the company. |
| Assigned Technical Support Engineer |
As a Proservice Plus customer, you will also be assigned a Technical Support Engineer (TSE). As the assigned Rorke Data technical representative, your TSE will have detailed knowledge of your installation and will be the primary headquarters focal point for your account.The Rorke Data account team will consist of your Sales Representative, Services Sales Representative, Sales Engineer and Technical Support Engineer. |
| For additional information regarding this support program, please contact your Services Sales
Representative. |
| On-Site Proservice Programs Comparison |
| |
Proservice Plus |
Proservice |
| Technical Phone Support |
YES |
YES |
Phone Response (Maximum)
|
2 Hours |
4 Hours |
| Hours Available |
7 Days Per Week,
24 Hours Per Day,
365 Days Per Year |
Monday-Friday,
8am-5pm (CST),
Excluding Rorke
Data
Observed
Holidays |
| Technical Support Form |
YES |
YES |
| Technical Service Bulletins |
YES |
WEB ONLY |
| Advance Parts Shipment |
YES |
YES |
| Problem Escalation |
YES |
YES |
| Assigned Technical Support Engineer |
YES |
NO |
| Remote Configuration |
YES |
NO |
| Failure Analysis During Warranty Period On Request |
YES |
YES |
| Follow-Up Customer Satisfaction Call |
YES |
YES |
Proservice Expedited Advanced Parts Exchange Service
The Proservice Expedited Advanced Parts Exchange support program has been developed to fit the needs
of customers who require coverage on system components, yet don't require On-Site Proservices. Proservice
Expedited Advanced Parts Exchange Service is available to purchase for a single year or multiple years.
Below is a features / benefits listing of Proservice Expedited Advanced Parts Exchange Service.
| FEATURE |
BENEFIT |
| Technical Phone Support
|
Available during business hours, Monday through Friday (excluding Rorke Data observed holidays).
Phone: 952-829-0300 or 800-328-8147 |
| Technical Support Form |
Get answers to your technical questions by filling out our Technical Support Form |
Advanced Parts Shipment
|
Replacement parts are shipped within 24 to 48 hours as requested (if order is placed before 3:00pm Central Time) to your location. With advance shipment, Rorke Data sends the replacement part before you send the failed unit
back, which allows you to reduce the time to repair, and quickly return your Rorke Data Product to full functionality. |
| Problem Escalation |
Rorke Data has developed escalation timeliness to ensure that all Product problems are resolved in the timeliest possible manner. If we do not have a problem resolved within a specific time frame, the problem will be escalated to the next level within the company. |
| Supported Product Manufacturers |
Adaptec
ADIC
ATTO
Brocade
Chapperel
Dell Computer
Dot Hill
DISC
EMC Clarion
Eurologic
Exabyte |
Hitachi Data Systems
HP
IBM
Infortrend
JVC
Legato
LSI Storage Systems
Maxtor
MTI Technology
Mylex
Overland Data
| Point
Qualstar
Q-Logic
Quantum
Rorke Data
SGL
Sony
Spectra Logic
StorageTek
Sun
SGI |
About Rorke Data, A Subsidiary of Bell Microproducts (NASDAQ:BELM): San Jose-based Bell Micro is a global
Fortune 1000, $3.5 Billion distributor of data storage-centric components, devices and end-to-end solutions.
As a wholly owned subsidiary, Rorke Data leverages Bell Micro’s world-class OEM supplier relationships and
global footprint to deliver an extremely wide range of high-capacity cost-effective, feature rich RAID, SAN
and NAS solutions, backed with comprehensive service and support options.
|
