Hardware Support Overview

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Hardware Support Overview. Q2 2006. Secure Content Management. IntruShield. Foundstone. Hardware Technical Support Offerings. On-site Repair Same Business Day Or Next Business Day. On-site Repair Same Business Day Or Next Business Day. Ship Same Business Day. Secure Content
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Hardware Support OverviewQ2 2006Secure ContentManagement IntruShieldFoundstoneHardware Technical Support OfferingsOn-site Repair Same Business Day OrNext Business DayOn-site Repair Same Business Day OrNext Business DayShipSame Business DaySecure ContentManagement IntruShieldFoundstoneShipSame Business DayOn-site RepairSame Business Day Next Business DayHardware Technical Support OfferingsNext Business Day Support<3pm local customer time … a technician will be onsite the following day>3pm … a technician may be onsite following day … but SLA is day after
  • Same Business Day Support – 10x5
  • <3pm local customer time … a technician will be onsite within 4 hours to perform the repair
  • >3pm … a technician will be onsite within 4 hours of 8am the following morning
  • Same Business Day Support – 24x7
  • Any time, Day or Night … a technician will be onsite within 4 hours to perform the repair
  • RMA Support<3pm support ship center time …(Singapore, Amsterdam, Santa Clara) … a new appliance will ship that day.  >3pm … a new appliance will ship the following day.APAC and JapanParts Only Service Afghanistan, Bangladesh, Bhutan, Cambodia, Fiji Islands, French Polyenesia, Guam, Indonesia, Kiribati, Laos, Maldives, Mongolia, Nepal, New Caledonia, Pakistan, Palau, Papua New Guinea, Philippines, Solomon Islands, Sri Lanka, Tonga, Vanuatu, Vietnam, Socialist Republic of, Western Samoa Same and Next Business Day Australia, Brunei, China, Hong Kong, India, Macau, Malaysia, New Zealand, Singapore, South Korea, Taiwan, ThailandNext Business DayJapanNo Service Available American Samoa, Chatham Island (NZ), Christmas Island, Cocos Island, Cook Islands, Diego Garcia, Kyrgyzstan, Mariana Islands, Marshall Islands, Federated States of Micronesia, Myanmar (Burma), Nauru, Niue, North Korea, North Marianas, Saipan, Tahiti, Tajikistan, Tokelau, Tuvalu, Wake Island, Wallis and Funtuna IslandsSame and Next Business Day OnsiteContact Technical SupportSame and Next Business DayAndorra , Austria, Belgium, Channel Islands, Czech Republic, Denmark, England, Finland, France, Germany, Gibraltar, Greece, Guernsey , Ireland, Isle of Man, Italy, Jersey, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Scotland, Slovakia, Spain, Sweden, Switzerland, Vatican City, Wales Contact Technical Support Albania, Armenia, Azerbaijan, Belarus, Bosnia & Herzegovina, Cyprus, Georgia, Kazakhstan, Lithuania, Former Yugoslave Republic of Macedonia, Russia, Slovenia, Turkmenistan, Uzbekistan Yugoslavia, Bulgaria, Croatia, Estonia, Hungary, Iceland, Latvia, Romania, Russia (Moscow), Serbia & Montenegro, UkraineNo Service Available Canary Islands, Greenland, San Marino Contact Technical Support Egypt, Israel, Jordan, Kuwait, Malta, Nigeria, Oman, Saudi Arabia, Turkey, United Arab Emirates, Ukraine, Algeria, Angola, Armenia, Bahrain, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Comoro Islands (Comoros), Democratic Republic of Congo (formerly Zaire), Cyprus, Ethiopia, Gabon, Gambia, Ghana, Guinea, Ivory Coast, Kenya, Lebanon, Lesotho, Malawi, Mali, Mauritania, Mauritius, Moldova, Morocco, Mozambique, Namibia, Niger, Palestine, Qatar, Reunion Island, Rwanda, Senegal, Seychelles, Sierra Leone, Swaziland, Tanzania, Togo, Tunisia, Uganda, Republic of Yemen, Zambia, Zimbabwe Same and Next Business Day South AfricaNo Service Available Cabinda, Canary Islands, Cape Verde, Central African Republic, Chad, Republic of Congo, Djibouti, Equatorial Guinea, Eritrea, Greenland, Guinea-Bissau, Jan Mayen, Liberia, Madagascar, Madeira, Mayotte, Saint Helena, San Marino, Sao Tome and Principe, Somalia, Zanzibar. Libya, Sudan, Iran, Iraq, SyriaSame and Next Business Day OnsiteContact Technical SupportNo Service AvailableSame and Next Business Day OnsiteNo Service AvailableLTAM – Central and South AmericaSame and Next Business Day Anguilla, Antigua & Barbuda, Argentina, Aruba, Barbados, Belize, Bermuda, Bolivia, Bonaire, Brazil, British Virgin Islands, Cayman Islands, Chile, Colombia, Costa Rica, Curacao (Netherlands Antilles), Dominica, Dominican Republic, Ecuador, El Salvador, Grenada & Carriacou, Guadeloupe, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique, Mexico, Montserrat, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Saint John, Saint Kitts & Nevis, Saint Lucia, Saint Martin, Saint Vincent & The Grenadines, Suriname, The Bahamas, Trinidad & Tobago, Turks & Caicos Islands, , U.S. Virgin Islands, Uruguay, Venezuela No Service Available Easter Island, Falkland Islands, French Guiana, Guantanamo Bay, Cuba Same and Next Business Day OnsiteNo Service AvailableNA – United States and CanadaSame and Next Business Day Canada, United States
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