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Welcome!

Whether you are looking for implementation services or support for your HyperGrid solution, you are in the right place.

Our global team is available 7x24x365 and looks forward to speaking with you to understand, address and resolve any question or issue that may arise.

Contact

US Support: +1 855.786.7065

EMEA Support (UK):  +44 (0) 190 841 0551

Installation Planning

Our team supports customers every step of the way.  That’s why we’ve put together a complete installation service designed to get you up and running with HyperGrid in a matter of hours.  We work side by side with you to understand your current network architecture, while at the same time providing guidance on the changes that are needed to integrate HyperGrid quickly and easily into your environment.  Once installed, our team takes the time to educate you on the ongoing maintenance and best practices to keep in mind.

Implementation & Best Practices

When your order is placed, our team will stay in touch with you, advising on delivery and any pre-work that needs to be accomplished prior to our being onsite.  Our team is available to answer any questions about planning and system configuration so that our solution is implemented smoothly and without issue the very first time.

Support Services & SLAs

Our team is ready is ready to help at a moment’s notice, and has 2 different support options available to meet the needs of our customers.  All support services are available 7x24x365. Our Advance support option provides expedited service in the event of a problem with hardware requiring replacement.

HG Assurance Standard

  • Phone and email technical support – 8am-6pm Pacific in the US / 8am-6pm in the UK
  • Software upgrades including major, minor and maintenance releases
  • Engineering escalation support
  • Next business-day component delivery for hardware repairs for most components
  • Next business-day shipment for system RMA (must be reported by 3pm Pacific US / 3pm UK)

HG Assurance Premium

  • Phone and email technical support – 24 hours a day/7 days a week
  • Software upgrades including major, minor and maintenance releases
  • Engineering escalation support
  • Next business-day component delivery for hardware repairs – actual repairs will be done either by a Hypergrid representative onsite or done by customers with online help from a Hypergrid representative (check with your Hypergrid representative for details)
  • Next business-day shipment for RMA (must be reported by 3pm Pacific US / 3pm UK)

Notes:

  • RMA is required for cases of uncovered geographies and full system replacements. Contact Hypergrid for latest list of covered regions. Spare parts kits available for replaceable items
  • Failed part must be determined by 3 pm PT for next day shipment
  • For all product offerings, customers are required to purchase a support contract for the first year
  • Gridstore to cover shipping costs for RMA
  • Remote diagnosis requires VPN access or remote access via online applications like GoToMeeting
Support Offerings HG Assurance Standard HG Assurance Premium
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Hypergrid Technical Support

24 x 7 email and telephone assistance
P1:  Response within 2 hours with Engineering Escalation
P2: Response within 8 hours
P3: Next Business day

*See priority definitions below

8 x 5 24 x 7
SW Releases – Maintenance and Feature Releases. Yes Yes
Online Support Library
Access to the library of User Manuals, Knowledgebase articles, Best Practices, Technical Solutions
Yes Yes
Advanced Hardware Replacement
Replacement parts or system will be shipped prior to sending back defective equipment or need to provide Credit Card.
Yes Yes
Onsite Spares Availability
Separate parts or full kits can be purchased and kept on site for immediate response to equipment failures.  Some locations require this for NBD* service due to distance from major travel hub.
Ask For Quote Ask For Quote
Onsite Parts Replacement
Listed parts will be replaced on site without the need to send back equipment.  These parts include: disk drives, power supplies and fans
Yes Yes

 

Service Response Timeframes

Issue Priority Definition Initial Response
(business hours)
Update Frequency
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Priority 1 HyperGrid solution is unavailable; system is down Immediate (phone call required) 2 hours until root cause and resolution path identified
Priority 2 System is Operational, but performance or a system component impacting customer’s business is unavailable 2 hours Daily
Priority 3 Question, or minimal business impact issue 8 hours Daily
Hardware Failure System component failure confirmed by HyperGrid support Immediate (phone call required) 2x daily until replacement timeframe identified (based on customer’s service program)

Documentation

Documentation is one of the keystones of understanding every service, and HyperGrid is no exception.  Our team has put together documentation covering every element of our service from Pre-installation checks, to Best Practices and Release notes.  Find these here on our site.  You can also subscribe to get this information mailed to you when posted.  See below for details.

Storage Node Quick Start Guide – supports v.3.5 software and will help you get your HyperGrid set up and running in just three easy steps. It will also guide you through managing and maintaining your HyperGrid product.

HCA Quick Start Guide – supports v3.5 software and will help you get your HyperGrid set up and running. It will also guide you through managing and maintaining your HyperGrid product.

Technical Bulletins

Occasionally our team will discover a limitation in our solution that we want to communicate to our customers.  These may or may not have a direct impact on your environment, however we believe that the information is useful to be aware of in the event that it could. This information can be found below, and can also be subscribed to. See below for details.