Technical Support

RAID Inc. developed a service and support organization and varying levels of offerings to meet and exceed every business need. This organization and its offerings are called RAIDserv™. At RAID, we recognize that your information and your time are critical and RAIDserv is designed to provide a proactive approach to support and service that extends long after the sale to address changing environments. RAIDserv is designed to address problems quickly and effectively and with StorageWatch®, RAID's real-time monitoring and administration service, ensure customer's have the best protection available for their business and data. RAID's custom case tracking and Self Service Web Portal and automation system ensures that problems are handled quickly and effectively. Our expertise in open systems, networking and storage enables RAID to design custom IT storage infrastructures and maintain them with various levels of training, monitoring, administration and support. RAID understands that service needs vary. Our support Tiers are designed to meet and exceed those needs:

Tier 2 ( Standard first year offering for all RAID solutions )

7x24 Technical Telephone Support:
RAIDserv Engineers are ready and willing to assist you 24 hours a day, seven days a week.

Advanced Parts Replacement:
Minimize your down-time. RAID will overnight your replacement part for next business day delivery.

Software and Firmware Upgrades:
Software and Firmware upgrades delivered to you electronically.

Tier 3

7x24 Technical Telephone Support:
RAIDserv Engineers are ready and willing to assist you 24 hours a day, seven days a week.

Advanced Parts Replacement:
Minimize your down-time. RAID will overnight your replacement part for next business day delivery.

Software and Firmware Upgrades:
Software and Firmware upgrades delivered to you electronically.

Next Business Day On-Site:
RAIDserv Field Engineers can be dispatched to provide next business day on-site service.

Tier 4

7x24 Technical Telephone Support:
RAIDserv Engineers are ready and willing to assist you 24 hours a day, seven days a week.

Advanced Parts Replacement:
Minimize your down-time. RAID will overnight your replacement part for next business day delivery.

Software and Firmware Upgrades:
Software and Firmware upgrades delivered to you electronically.

4-Hour On-Site*:
RAIDserv field engineers can be dispatched to provide same day on-site service.

*An on-site spares kit is required with 4-Hour On-Site response.

Warranty

Warranty Support:
All RAID products ship standard with our one year warranty service.

For more information regarding our technical support services, please contact support@raidinc.com. To see recent testimonials from our valued customers, click here.

SERVICES

Overview

Managed Services
StorageWatch®
StorageVault®

Professional Services
Data Migration
Consulting
Installation

24/7 Support Services
Technical Support
Diagnostics
Firmware Upgrades
Self-Service Web Portal

Logistics Support
RMA Handling
Case Tracking
Resolution Summation