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Intel® True Scale Fabric Switch Products

Service offerings

Intel is pleased to offer you a variety of warranty extension and service offerings to meet your demanding business needs. All Intel® True Scale products come with a standard base warranty, and many may be upgraded and extended. Please see the Intel True Scale valid service offering matrix for applicable product SKUs and their associated service extension and upgrade offerings. 

The terms and conditions of the warranty and the products for which they apply may be found by visiting the Intel® True Scale Warranty Terms and Definitions page. 

Hardware service options are offered as one or three year renewals or base warranty upgrades.

Renewals may be purchased at any time and become effective on the day after the existing service or warranty period expires. Please visit the General Service Rules page for important information regarding service and renewals.

Upgrades serve to convert the base warranty included with hardware purchase. Three-year upgrades convert the base warranty and extend it two additional years at the upgraded level. The table and descriptions below summarize the available service extension and upgrade offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

 

Choice1

Select1

Preferred1

Exchange1

Basic1

Coverage

Intel® True Scale Fabric Switch Products

DDR

Intel® True Scale Fabric Switch Products

DDR

Intel® True Scale Fabric Switch Products / DDR

Hardware and firmware3

Phone support

7x24x365

5x8 local time

7x24x365

5x8 local time

Response commit

Web: 4 hours; E-mail: 8 hours; Phone: 30 minutes

Engineer onsite

Next business day2

Not available

Advance hardware replacement

Next business day2

Second business day2

Shipping

Included

Packaging
Firmware updates

1 Not all services are available in all countries and locations. Please visit the Intel® True Scale Fabric Switch Products Service Geography information. Please contact your reseller or your Intel sales representative if your location is not listed. Intel has no service obligation for locations that are not listed.

2 Expected transit time when order is received prior to depot cutoff time. Transportation time may be affected by customs clearance and other factors beyond the control of Intel.

3 Includes driver support for attached Intel adapters.

 

Basic Service

The Basic Service offering provides an extension of the Intel® True Scale Fabric Switch Products standard warranty for applicable products. Please see the valid service offering matrix for applicable product SKUs. Please visit the general service rules page for important information regarding end of life and service and renewals. 

The following is a summary of Basic Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows: 
            Web: 4 hours
            E-mail: 8 hours
            Phone: 30 minutes
  • 5x8 local time technical support
  • Advance replacement parts shipped second business day

 

Preferred Service

The Preferred Service offering provides expanded telephone support, RMA upgrade, and extension to the Intel® True Scale Fabric Switch Products standard warranty for applicable products. Please see the valid service offering matrix for applicable product SKUs. 

The following is a summary of Preferred Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows:
        Web: 4 hours
        E-mail: 8 hours
        Phone: 30 minutes
  • 7x24x365 technical support
  • Advance replacement parts shipped next business day

 

Choice Service

The Choice Service offering provides an onsite engineer upgrade to the Preferred Service offering. Choice Service allows the peace of mind that your equipment will be serviced by a trained professional, and all service activities will be done in accordance with the proper procedure for Intel® True Scale Fabric Switch Products equipment. Please see the valid service offering matrix for applicable product SKUs. 

The following is a summary of Choice Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows: 
        Web: 4 hours
        E-mail: 8 hours
        Phone: 30 minutes
  • 7x24x365 technical support
  • Advance replacement parts shipped next business day
  • Engineer onsite next business day

 

Exchange Service

The Exchange Service offering provides an extension of the standard warranty for DDR products. Note: Most DDR products are under end of life (EOL) notice. Please see the valid service offering matrix for applicable product SKUs. Visit the General Service Rules page for important information regarding End of Life and service and renewals.

The following is a summary of Exchange Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows:
        Web: 4 hours
        E-mail: 8 hours
        Phone: 30 minutes
  • 5x8 local time technical support
  • Advance replacement parts shipped next business day

 

Select Service

The Select Service offering provides an onsite engineer upgrade to the Exchange Service offering for DDR products. Select Service allows the peace of mind that your equipment will be serviced by a trained professional, and all service activities will be done in accordance with the proper procedure for DDR equipment. Note: Most DDR products are under end of life (EOL) notice. Please see the valid service offering matrix for applicable product SKUs. Visit the general service rules page for important information regarding end of life and service and renewals.

The following is a summary of Select Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.

  • Service response commitment as follows:
        Web: 4 hours
        E-mail: 8 hours
        Phone: 30 minutes
  • 5x8 local time technical support
  • Advance replacement parts shipped next business day
  • Engineer onsite next business day

 

Repair Service

Intel offers out of warranty repair service for select products that are not covered under a warranty or support agreement.  Products for which repair service is available and the terms and conditions associated with the service may be found on the True Scale Equipment Out of Warranty Terms and Conditions document.