Service & Support
Warranty & Support Services
Equus Warranty and Support Services feature a comprehensive suite of support services designed to maximize the readiness and availability of your business operations. These services provide support actions, including:
Remote diagnostics Troubleshooting Component replacement On-Site Service Technician dispatch Ability to keep your drive and/or spare parts on location Smooth handling of multi-vendor support
With Equus Warranty and Support Services, you can build the tailored support service that best suits the needs of your business operations.
Warrranty Options & Coverages
Standard Warranty
Depot Repair – 10 – Business Days and advanced parts replacement shipped ground.
Equus is committed to keeping your Desktop systems up and running. EQCare Client service is designed to maximize the uptime of your business operations by providing remote assistance through Equus Customer Support and access to replacement components when required.
Features Monday-Friday, 7 AM-7 PM (CST) Equus Customer Support Remote troubleshooting and diagnostics Depot repair services with ten-day SLA turnaround Ground shipping of field replaceable components Warranty and Support Overview Warranty Terms and Conditions
Depot Repair – 10 – Business Days and advanced parts replacement is shipped next business day.
Your Server and Storage systems deserve our highest priority because your customers and your business depend on them. With our EQCare Server service, you gain access to round the clock Customer Support and our fastest shipping options. Upon contact, Equus Customer Support will assist in determining the root cause of your incident.
Features 24x7x365 Equus Customer Support (including holidays) 4-hour Anytime Response to talk to Equus Customer Support Remote troubleshooting and diagnostics Depot repair services with ten-day SLA turnaround Next Business Day Advanced cross-ship of field replaceable components Warranty and Support Overview Warranty Terms and Conditions
Warranty Upgrades
Next business day onsite repair service with advance cross-ship component replacement.
When your system is serviced by a certified Equus technician, you can be confident the work was completed to our industry-leading standards.
EQCare Plus includes access to a certified Equus technician who will travel to your registered location and provide direct assistance with the repair of the covered hardware. This service is an upgrade to your existing EQCare Client and/or EQCare Server service.
Features NBD dispatch of On-Site Service Technician On-Site Service Technician arrives on-site at your registered location On-Site Service Technician is trained and certified for Equus system repair On-Site Service Technician installs components, performs repairs, and tests functionality Warranty and Support Overview Warranty Terms and Conditions
4-hour on-site repair service with advance cross-ship component replacement.
Maximizing the uptime and availability of your systems is our highest priority.
With EQCare Premium support you gain access to 4-hour dispatch to a certified Equus Technician any time day or night. The On-site Technician will travel to your registered location with parts in hand and provide direct assistance with the repair of the covered hardware. This service functions as a premium upgrade to your existing EQCare Client and/or EQCare Server support service.
Features 4-hour Anytime dispatch of On-Site Service Technician On-Site Service Technician arrives on-site at your registered location with parts in hand On-Site Service Technician is trained and certified for Equus system repair On-Site Service Technician installs components, performs repairs, and tests functionality Warranty and Support Overview Warranty Terms and Conditions
Equus understands that you may need to retain your Hard Disk Drive (HDD) or Solid-State Drive (SSD) when replacing it. Sensitive data storage devices often require a higher degree of security, including control over their accessibility and disposal.
Typically, to qualify for replacement, a failed drive must first be returned to Equus. With EQCare Flex KYD, you are provided a replacement drive for the covered systems and the freedom to keep the failed drive within your secure business environment.
Features Ability to keep your failed HDD/SSD within your secure environment Provides replacement HDD/SSD within your system’s support service term Warranty and Support Overview Warranty Terms and Conditions
When your system requires maintenance, quick access to replacement parts is critical. With EQCare Flex Pool you are provided an on-site inventory of common field replaceable components and our fastest “time to part replacement” available.
For immediate resolution, you can perform the replacement yourself, or schedule an On-site Technician if you need assistance. Additionally, this service replenishes all qualified replacement parts upon return of any failed components for the duration of your support contract.
Features Provides an on-site Spares Kit for common field replaceable parts Spares Kit remains local to the system for quick access Spares Kit is replenished by Equus after parts are used Can be used for self-repair or paired with EQCare Plus or EQCare Premium for support by On-Site Service Technician Warranty and Support Overview Warranty Terms and Conditions
Service Plans
EQCARE Essential enhances your existing warranty with a 3rd party vendor. This plan allows Equus Support to provide customer advocacy activities between you and the 3rd party vendor.
The service plan allows you to call/email into Equus support first to obtain an initial diagnosis. Should the problem require working with the 3rd party vendor, Equus support will open the ticket with the vendor on behalf of the customer and work with the vendor and customer to ensure a timely resolution.
Features Available 24×7 within the US Only Streamline interactions with 3rd party vendor’s support team Access to Equus’s support, sales and engineering staff as appropriate EQCare Essential Terms and Conditions
SUPPORT
Please select your request below
Technical Support Request
Call 800-576-7929 to speak with our Technical Support staff 24x7x365.
If you prefer, click on the Technical Specialists chat icon or click the appropriate support request form:
RMA Request
Call 800-576-7929 to obtain a Return Material Authorization from Technical Support, or access the PartnerLink RMA form using the link below. Please be sure to have your order number, order date, item number and a complete description of the reason for your RMA request.
Warranty Information
Equus warranty descriptions are available for your reference using the link below. To register a purchased On-Site Services Warranty use the registration link.
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