Zerowait Parts Assurance
Frequently Asked Questions

To obtain a quote for a Zerowait Parts Assurance (ZPA) policy, we prefer to review a current weekly log or autosupport log from the filer. If you cannot provide that, please contact us at sales@zerowait.com for more options.

To obtain a quote for parts or systems, please send us a detailed description of the requirement or contact our sales team directly for assistance. Part numbers are useful, but to make sure we quote the right solution, primarily what we need to know are the following: 1. What system is currently in place, if any, and how it's configured (logs are usueful in this regard); and 2. What is the intended goal of the part/upgrade.

Generally, when a covered part fails, the filer sends out a message via email to our Support staff. We then contact you back to find out if the problem is a true failure. If you receive an email from our support team regarding the possible failure of covered equipment, simply call or email Zerowait Support to confirm the need for an RMA. They may require further information, depending on the issue or to narrow down the actual problem.

If you have a failed part and have not been contacted by Support, please call or email Support so that they can open a ticket and begin the RMA process. The same applies for parts that fail upon arrival after purchase--contact support@zerowait.com.

In most cases, the failed part may be returned in the packaging used for shipping the replacement to you. If that packaging is damaged, however, please ship the part in packaging that is as good or better than the Zerowait packaging materials. Returns go to our corporate location at 18 Haines Street, Newark, DE 19711. Please write the RMA number on the outside of the box. Ground shipping is okay for all but head units, which must be shipped 3rd day Air or by Freight on a pallet. Special care should be given to the flanges on DS14 model shelves and if you have questions about this, please contact our shipping department at 888.811.0808 prior to shipping DS14 shelves back to us.

Yes! ZPA policies are available in monthly, quarterly, annual contracts--we even offer 2- and 3- year ZPA contracts. There are some restrictions and premium discounts are offered for prepaid, longer-term contracts.

Whether for security or other reasons, some customers are not allowed to return their failed drives to us upon receipt of a replacement drive. In this case, we offer a program for Non-Returnable drives.

Only Network Appliance and its resellers can offer official NetApp Software Support Subsciption (SSP) contracts. Zerowait is not affiliated with NetApp and as such cannot provide any software downloads to our customers. We can assist customers who purchase transferable licensed units from us with obtaining quotes for NetApp SSP. Additionally, we can offer technical support services to our customers for setup, configuration, and troubleshooting the software they obtain from NetApp.