The SECUDOS SupportPackage is valid for a period of at least 12 months. For a new purchased appliance periods of up to 36 months can be purchased. Where appropriate for a specific project even longer periods are possible on demand. The most important part of the SupportPackage (SP) is the Advanced Appliance Replacement. Should the SECUDOS appliance fail one day, the reseller or its enduser can request an RMA. If the RMA is clarified upto 2:00 pm, a replacement unit will be shipped on the same day.
Also included in the SECUDOS SupportPackage is a guaranteed reaction-time within 4 hours during normal office-hours (CET), unlimited phone- and E-mail-support, as well as a guarantee for the complete hardware for the period of time of this SupportPackage. If for example a HDD is failing, the complete unit will be replaced and not only the faulty component. The shipping costs will be shared.
