• Three years of hardware parts and labor coverage at our next business day service.

• 24X7 Case Logging
  
• 9X5 by Next Business Day service level
  
  • Service Hours: 8 a.m. to 5 p.m. Monday through Friday, not including holidays
    
  • Response Time: By next business day (for calls received before midnight)
• Off site problem resolution during normal business hours (Mountain Time Zone)
  
• On Site parts replacement and labor 9X5 local time
  
• Alerts and Health Check analysis
  
• Customer Configuration Upload Capability

Customers requiring more comprehensive levels of service can pay for the Premium Support service. Premium Support services do require that the customer have Next Business Day Hardware Maintenance, and can not be purchased separately.

For hardware support, COPAN Systems delivers two service levels to allow customers to choose the support
that meets their business requirements. Software maintenance is also available for our products.

• Basic Support, Next Business Day Hardware Maintenance
• Premium Support
• Software Maintenance

Next business day hardware maintenance is the basic level of support provided during the customer’s standard three-year warranty period, and for additional fees this period may be extended. Next business day hardware maintenance includes the following services:

• 24X7 Case Logging
  
• 9X5 by Next Business Day service level
  
  • Service Hours: 8 a.m. to 5 p.m. Monday through Friday, not including holidays
    
  • Response Time: By next business day (for calls received before midnight)
• Off site problem resolution during normal business hours (Mountain Time Zone)
  
• On Site parts replacement and labor 9X5 local time
  
• Alerts and Health Check analysis
  

Customers requiring more comprehensive levels of service can pay for the Premium Support service. Premium Support services do require that the customer have Next Business Day Hardware Maintenance, and can not be purchased separately.

Premium Support is Copan’s Service offering that provides coverage for round the clock enterprise class customers. Both Next Business Day Hardware Maintenance and Software Maintenance are pre-requisites for the purchase of the Premium Support Service plan. Premium Support provides the following levels of service:

• 24X7X4 support availability in your local time zone
• 4 hour from dispatch on site parts replacement
• 4 hour form dispatch on site certified service personnel
• Round the clock problem resolution, if required
• Proactive Annual Service Audit
• On site Software Support, if required
• On site Copan Certified Service personnel, if required

Software maintenance provides full coverage on your software to protect your storage investment. This coverage provides the following:

• Patch down load service ^*
• Access to bug fixes
• Entitlement to minor family releases (when and if available)

^* Patch down load service and access to bug fixes are the basic levels of software support provided during the customer’s warranty period.

• Service Hours: 8 a.m. to 5 p.m. Monday through Friday, not including holidays
• Response Time: By next business day (for calls received before midnight)
• 24 x 7 Case Logging

U.S. and Canada Toll Free:
Call us toll free: 1-866-886-COPAN
                       (1-866-886-2672)
                       (Calls processed in real time)

International Toll Free:
access code 800-3055-0555
list of access codes

Email us at support@copansystems.com
(You will receive a response by the next business day)

• Service Hours: 24 x 7, 365 days a year
• Response time: Within four hours of contact
• Telephone Technical Support: Available 24 x 7, 365 days

U.S. and Canada Toll Free:
Call us toll free: 1-866-886-COPAN
                        (1-866-886-2672)
             Direct: 1- 858-207-5479
                        (Calls processed in real time)

International Toll Free:
access code 800-3055-0555
list of access codes

Email us at
support@copansys.com
(You will receive a response by the next business day)