Service Offerings
Hardware warranty, terms, definitions, and service offerings.
Hardware Warranty, Terms, and Definitions
Intel® True Scale Fabric switch products are provided with warranties whose terms and definitions vary by product type. The following table provides an overview of the provided warranties.
Hardware Service Offerings
Intel is pleased to offer you a variety of warranty extension and service offerings to meet your demanding business needs. All Intel® True Scale Fabric products come with a standard base warranty, and many may be upgraded and extended. Please see the Intel True Scale Fabric valid service offering matrix for applicable product SKUs and their associated service extension and upgrade offerings.
The terms and conditions of the warranty and the products for which they apply are displayed in the table above.
Hardware service options are offered as one- or three-year renewals or base warranty upgrades.
Renewals may be purchased at any time and become effective on the day after the existing service or warranty period expires. Please visit the general service rules page for important information regarding service and renewals.
A one-year upgrade converts the base warranty and extends it an additional year at the upgraded level. For detailed information, please refer to the Hardware Maintenance Agreement.
Service Descriptions
Basic Service
The Basic Service offering provides an extension of the Intel® True Scale Fabric switch products standard warranty for applicable products. Please see the valid service offering matrix for applicable product SKUs. Please visit the general service rules page for important information regarding end of life and service and renewals.
The following is a summary of Basic Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.
- Service response commitment as follows:
Web: 4 hours
E-mail: 8 hours
Phone: 30 minutes
- 8 hours a day, 5 days a week local time technical support
- Advance replacement parts shipped second business day
Preferred Service
The Preferred Service offering provides expanded telephone support, return material authorization (RMA) upgrade, and extension to the Intel® True Scale Fabric switch products standard warranty for applicable products. Please see the valid service offering matrix for applicable product SKUs.
The following is a summary of Preferred Service offerings. For detailed information, please refer to the Hardware Maintenance Agreement.
- Service response commitment as follows:
Web: 4 hours
E-mail: 8 hours
Phone: 30 minutes
- 24/7/365 technical support
- Advance replacement parts shipped next business day
Repair Service
Intel offers out of warranty repair service for select products that are not covered under a warranty or support agreement. Please see the Intel® True Scale Fabric Equipment Out of Warranty Terms and Conditions document for a list of products that have repair service available and the associated terms and conditions for that service.
Hardware Warranty, Terms, and Definitions
| Warranty Type | Items Covered | Term | Phone Support | Defective Parts Policy | Defective Chassis Policy | Warranty Document | Covered Products |
|---|---|---|---|---|---|---|---|
| Standard | Intel® True Scale Fabric switch and QDR switch 12000 series products and related electronic components | 1 year | 5X8 | 2-day Advance Replace | Return for repair/replace | View | View |
| Adapter | Intel True Scale Fabric host channel adapters (HCA) | 3 years | 5x8 | 2-day Advance Replace | N/A | View | View |
| Cable | Intel True Scale Fabric cable products | 120 days | N/A | Return for Credit | N/A | View | View |
| Mechanical | Intel True Scale Fabric switch and QDR switch 12000 series non-electronic components | 90 days | N/A | 2-day Advance Replace | N/A | View | View |
| Repair | Repaired Intel True Scale Fabric switch and QDR switch 12000 series products and related electronic components | 90 days | 5x8 | 2-day Advance Replace | Return for repair/replace | View | View / Terms & Conditions |
Hardware Service Offerings
| Preferred | Basic | |
|---|---|---|
| Coverage (Hardware and firmware) | Intel® True Scale Fabric switch products | Intel® True Scale Fabric switch products / QDR |
| Phone Support | 24/7/365 | 8/5 local time |
| Response Commit | Web: 4 hours; E-mail: 8 hours; Phone: 30 minutes | Web: 4 hours; E-mail: 8 hours; Phone: 30 minutes |
| Engineer Onsite | Not available | Not available |
| Advance Hardware Replacement | Next business day | Second business day |
| Shipping | Included | Included |
| Packaging | Included | Included |
| Firmware Updates | Included | Included |