Warranty and Site Registration

Plasmon's warranty will commence 30 days from the date of shipment from Plasmon. For on-site unit registration, please return the site registration card provided with each unit or visit the Alliance Storage Website. It is important that the unit be registered to avoid service delays. Plasmon warranty will begin 30 days from the date of shipment from Plasmon unless notified that an earlier commencement date is required. The customer should anticipate a minimum of 3-5 day activation period after the registration is submitted. In some cases it could take up to 30 days for parts and training in the customer area if no current service exists.

Service Level Agreements

Purchased on-site service will automatically activate 30 days after purchase or Library shipment unless an alternate start date has been provided.

Standard Plan
9X5X Next Business Day "NBD"

Technical phone and on-site maintenance and repair coverage 9 hours per day Monday through Friday, excluding Plasmon holidays. On-site Service Engineer (SE) response time is next business day.   Service includes parts and labour for normal break/fix situations.  Includes manufacturer recommended periodic maintenance and adjustments on the hardware.  Service does not include customer replacement items such as media, media cleaning and other customer responsible items.  

Guardian Plan
9X5X 4 hour response

Technical phone and on-site maintenance and repair coverage 9 hours per day Monday through Friday, excluding Plasmon holidays.  On-site Service Engineer (SE) response time is average 4 hours from the problem call dispatch.   Service includes parts and labour for normal break/fix situations.  Includes manufacturer recommended periodic maintenance and adjustments on the hardware.  Service does not include customer replacement items such as media, media cleaning and other customer responsible items.  

Priority Plan
24X7X 4 hour response

Technical phone and on-site maintenance and repair coverage 24 hours per day 365 days per year.  On-site Service Engineer (SE) response time is average 4 hours from the problem call dispatch. Service includes parts and labour for normal break/fix situations.  Includes manufacturer recommended periodic maintenance and adjustments on the hardware.  Service does not include customer replacement items such as media, media cleaning and other customer responsible items.  

Installation & Upgrades

Installations and upgrades provided by Computergate are performed during normal Business hours, unless otherwise agreed.  Please allow 3-5 days when scheduling a date.  Installation includes unpacking, hardware setup, and diagnostic testing to verify operation.  Basic Installation does not include moving the product from another location, software installation, administrative setup or training, however this service can be scoped by one of our trained technicians and quoted separately.  Power, cabling and site preparation must be in place prior to ordering the installation or additional charges will apply.

Three Year 
Service Discount

Any service purchased in three (3) year or more increments on the same unit, including Standard Plan service, receives an additional 10% discount off the total price for all three (3) years.  On multiple year part numbers the discount is already calculated in the price and additional discounts will not be included.