Zerowait Corporation

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NetApp Support (ZPA)

Standard ZPA Includes
  • Next Business Day Shipping
  • 24/7 On-Call Support
  • AutoSupport Monitoring Service
  • Predictive Failure Monitoring
  • ZHA™ Exception Reporter Subscription


Optional ZPA Services
  • Prepaid Return Shipping
  • Proactive Disk Replacement
  • On-Site Spares Kits
  • Non-Returnable Disks

The Zerowait Parts Assurance Policy is a comprehensive hardware replacement policy with a technical support component. Based on your application and configuration, Zerowait will design a cost-effective Zerowait Parts Assurance (ZPA) Policy to suit your precise requirements. The main components of the ZPA Policy are listed below. Contact us today to find out more or to have Zerowait design a customized ZPA Policy for your environment.

Having Trouble Locating a Weekly Log?

Manually kick one off by connecting to your filer via telnet, ssh, or console and then running the following command: options autosupport.doit doit Once you receive this log via email, please forward it to This email address is being protected from spambots. You need JavaScript enabled to view it.

Coverage

Coverage is available for most NetApp Filers and NetCaches, in many parts of the world. Typical coverage is Next Business Day parts replacement, though other options are available. We accept emergency notification 24x7 for problems on systems and parts we cover. We ship replacement parts Monday through Friday, 8:30 AM to 5:00 PM, Eastern Time. We will normally ship same day if notified before Noon ET, Monday through Friday.

Spares Kits

If your systems have critical up-time requirements, having a spares kit on site can make all the difference. When a failure occurs, our engineers will assist you to determine which component from the kit to use, then ship a replacement part for your spares kit. And then return the defective part to Zerowait. Our spares kits include replacements for critical components at a fraction of the cost of buying directly from the manufacturer.

Our detailed knowledge of NetApp systems and broad selection of parts allows us to design a kit that suits your environment and precise requirements.

Monthly Hardware Contracts

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.


Shipping Policies

Our standard RMA delivery method is overnight economy - via UPS or FedEx. If required, customers can select a different delivery method. For example, if you would like your components delivered Priority One or via a special carrier, just notify Zerowait at the time of your support quote and we will add the special services requirement into your quote. We understand that every customer has different requirements, and we try to accommodate them.

Next Business Day (NBD)

Zerowait's Next Business Day parts replacement is available from Zerowait's USA HQ in Delaware and from our international locations in Manchester, England and Sydney, Australia.

Spares Kits

We understand that many engineers don't like waiting around for a delivery man to show up with a part. Therefore, we offer cost-effective spares kits for those customers who require immediate parts availability upon having an outage. Our solution provides customers with fast access to their parts store and we resupply the spares kit with NBD parts replacement if they are deployed.

Overseas Shipping

Our shipping manager has shipped parts and systems to Europe and Asia, and we have worked hard to make shipping to remote destinations as easy as shipping locally. Sometimes delivering to other countries and dealing with customs agents and authorities can make things a bit complicated. We will keep you informed throughout the process, and you can be assured that we stand behind our packing and shipping methodology.


NetCache Support

If you're looking to optimize the ROI on your NetCache investment with cost-effective support, Zerowait is ready to help you keep your NetCache units performing at their best. We carry a complete range of spare parts and offer next business day support through our Zerowait Parts Assurance (ZPA) policies.

All the services we offer for filers, including time and material support options, are available for NetCache units, and we bring the same expertise and holistic approach to our NetCache support. Our engineers can help you diagnose errors, obtain the correct replacement part or resolve a configuration problem, and they are available 7/24. Please call or email and let us put together the program you need to support your legacy NetCache units.


ZPA Terms

RMA Return Shipping

For standard ZPA policies, customers are required to return all drives and other non-functioning parts to Zerowait after receipt of replacements. This shipping is at customer's expense and ground shipping is generally recommended.

Prepaid Return Label Service

For a nominal fee, Zerowait will provide a return shipping label, prepaid, with each replacement part that will cover the cost of returning non-functioning parts to Zerowait.

Nonreturnable Disk Fee

Zerowait's customers may choose not to return their hard drives after receipt of RMA replacements. Typically this is for security reasons, and this option is best purchased at the time of ZPA start.

Nonreturnable Component Fee

Zerowait's customers may choose not to return any components of their systems to Zerowait after RMA replacements have been installed. As with drives, this typically is for security reasons.


 


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