Plasmon Service and Support    
SERVICE AND SUPPORT FOR ALL PLASMON DRIVES, AUTOLOADERS, AND AUTOMATED LIBRARIES
Plasmon offers World Class Service and Support for Plasmon hardware and software products.  There is a full range of service options available to the customer in addition to the standard product warranty and product phone support that customers expect from Plasmon.  
Service coverage and terms are available from Plasmon including:      (1) Standard, Guardian and Priority Service Plan, (2) Multiple Year Agreements and (3) Installations, Moves and Standard Time & Materials Services 
Notes:  (1) Up to 3 years of Extended Service coverage can be purchased at the time of sale. (2) Plasmon will provide service quotations for those special situations where a quote of less than 12 months or up to five year is requested, please contact Plasmon for these special cases. (3) All prices are in US Dollars. (4) Service may not be available in all locations, additional cost may be applicable in cases where local support is not available, please contact Plasmon if there are any questions regarding the availability of service. (5) Product(s) not currently under service with Plasmon or that have a significant lapse in continuous service with Plasmon, will require a pre-service inspection in order to determine service eligibility, contact Plasmon for details prior to accepting a service contract.
Service pricing in this catalog is for the US and Canada only.  Call Plasmon for service pricing and availability in Europe, Asia, Latin America. 
For information on these and additional service products offered by Plasmon, please call 1-800-451-6845
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 Plasmon Web at www.plasmontech.com/warranty.html. 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.
Plasmon Service Coverage
Service Level Coverage 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 labor 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 labor 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 labor 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 Installations provided by Plasmon are performed during normal Business hours.  Please allow 3-5 days when scheduling a date.  Installation includes unpacking, hardware setup, and diagnostic testing to verify operation.  Installation does not include moving the product from another location, software installation, administrative setup or training.  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.