Dot Hill offers technical support world-wide to our extensive customer base which includes online and phone support, firmware updates, as well as on-site options, and professional services offerings.
Dot Hill offers hardware support services which extend past the initial warranty for storage hardware and software products. Support contracts which meet all levels of customer requirements can be purchased with our products and solutions. Worldwide technical support is managed through partners, and parts distribution centers in North America, Europe and Asia.
By dialing our toll free technical support line, 1-877-368-7924 or 1-303-845-3200 option 1, Dot Hill’s Customers gain access to expert technical support representatives on a 7x24x365 basis.
Customer calls are handled through one of Dot Hill’s service locations, depending on time of day and point of call. Through this arrangement Dot Hill provides “real time” technical support anywhere and anytime in the world.
Dot Hill technical support also provides front line service and coordination for our OEM partners as well as dispatching of our on-site service.
Hardware Levels
Bronze Support
Dot Hill’s standard warranty provides expert technical telephone support, access to our SANsolve and the Customer Resource Center with knowledge base articles, product documentation and firmware.
Gold Support
Dot Hill’s Gold Support (Next Business Day or 5X9X4 on-site) offering provides all of the benefits of the Bronze standard support program but also includes same day advance shipment, 7×24 parts depot access and 5x9xNBD (next business day) on-site service.
Platinum Support
Dot Hill’s Platinum Support (Mission Critical on-site) offering provides all of the benefits of the Gold support program and includes Dot Hill-owned on-site spares, 7x24x4 on-site service and SANnet Alert Service. Platinum Support is recommended for mission critical enterprise data centers that require 24-hour availability.
Software Support
Dot Hill software products are provided with a 90 day warranty from date of shipment on enclosures or electronic delivery of license keys. The 90 day software warranty can be extended through 4 different options:
- M0 Annual Maintenance Renewal
- M1 1 Year Maintenance Renewal
- M2 2 Year Maintenance Renewal
- M3 3 Year Maintenance Renewal
Professional Services for OEMs and End Customers
Secure Site Rider
The Secure Site service offering is ideal for customers who are dealing with data on Dot Hill storage arrays located in classified environments – for either security or compliance reasons. This optional service program provides a simplified path for advance swap replacements for failed disk drives that either cannot be removed from classified environments and/or will be destroyed. This annual, renewable, service program provides unlimited overnight shipment of replacement disk drives – any size any type. Replacement parts are shipped out of the closest Dot Hill designated Spare Parts Depot. With Secure Site, customers are reducing the risk of multiple drive failures while waiting for the standard purchase of replacement parts, which is typically 10-15 days in a commercial environment. Overall cost savings are recognized immediately, because the overnight shipping charges from our Depots are included in the price. Where applicable, destroyed drive Serial Number plates with an accompanying letter of destruction must be returned to Dot Hill Customer support – in the conveniently provided return material packaging and instructions.
AssuredUVS Professional Services
Installation, upgrade, migration services and other professional offerings are available for AssuredUVS customers.
Quarterly Health Check of Storage Systems
The quarterly health checks include firmware upgrades, Active FRU Testing, disk checks, event and error log, examination, and best practices.
DHS Certification Program of Out of Warranty Equipment
This offering includes physical inspection, cable replacements if needed, firmware upgrades, active FRU Testing, disk checks, and event and error log examination. (Note: Out of Warranty equipment must be “DHPS Certified” before renewal of support)
Quarterly Health Checks of Servers, Storage, and Networks
Remote Monitoring
Semi-Annual Performance Tuning (Server/Application/Network/Storage)
Quarterly Scheduled Disk Services Program
Warranty
The hardware warranty (Bronze) on Dot Hill arrays is 37 months.
Availability
Support is available worldwide through our service partnerships.
Hardware Levels
Bronze Support
Dot Hill’s standard warranty provides expert technical telephone support, access to our SANsolve and the Customer Resource Center with knowledge base articles, product documentation and firmware.
Gold Support
Dot Hill’s Gold Support (Next Business Day or 5X9X4 on-site) offering provides all of the benefits of the Bronze standard support program but also includes same day advance shipment, 7×24 parts depot access and 5x9xNBD (next business day) on-site service.
Platinum Support
Dot Hill’s Platinum Support (Mission Critical on-site) offering provides all of the benefits of the Gold support program and includes Dot Hill-owned on-site spares, 7x24x4 on-site service and SANnet Alert Service. Platinum Support is recommended for mission critical enterprise data centers that require 24-hour availability.
Software Support
Dot Hill software products are provided with a 90 day warranty from date of shipment on enclosures or electronic delivery of license keys. The 90 day software warranty can be extended through 4 different options:
- M0 Annual Maintenance Renewal
- M1 1 Year Maintenance Renewal
- M2 2 Year Maintenance Renewal
- M3 3 Year Maintenance Renewal
- Hardware Support Data Sheet (
61KB) - Software Support Data Sheet ( 70KB)