- Vertical Solutions
- Academic Research
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DDN Support Plans
When you partner with DDN, you’ll align with subject matter experts in at-scale and data-intensive environments, whose experience spans nearly two decades. Our team of highly trained technical support engineers, field engineers, and logistics professionals are committed to prompt resolution, without excuses – so you can get back to your business at hand. DDN offers plans designed to meet a range of support options based on differing requirements. For specific details, please refer to the Terms and Conditions of the DDN Support Contract.
Below you will find a table highlighting the various support plans available. For specific details, please download the Support Plans Brochure or refer to the Terms and Conditions of the DDN Support Contract.
Warranty | Customer Self-Maintenance | DDN Onsite Support | ||||
Support Option | Standard | Entry | Basic Parts Only | Basic | Premium | Mission Critical |
| Part Number | SUP-ENPO-x | SUP-BSPO-x | SUP-BSOS-x | SUP-PROS-x | SUP-MCOS-x | |
| Technical Support Availability | 12x7x365 | 24x7x365 via DDN Customer Support Community Portal only | 24x7x365 | |||
Service Level Objectives (To First Response via DDN Customer Support Community Portal only) | ||||||
Severity 1 | 24 Hours | 12 Hours | 4 Hours | 1 Hour | 30 Minutes | |
Severity 2 | 48 Hours | 16 Hours | 8 Hours | 3 Hours | 1 Hour | |
Severity 3 | Commercially reasonable effort. | 24 Hours | 6 Hours | 2 Hours | ||
Severity 4 | Commercially reasonable effort. | 48 Hours | 24 Hours | 4 Hours | ||
| Parts Onsite Response SLO starts at DDN’s determination of need | DOA advance shipment for first 30 days after installation. Return to factory thereafter. | Parts ship Next Business Day; 2-5 business days, depending on location. | Next Business Day | 4 Hours | ||
| Engineer Onsite Response SLO starts at DDN’s determination of need | Commercially reasonable effort. Time and materials charges apply. | Customer replaces CRUs; Next Business Day for FRUs. | Next Business Day | 4 Hours | ||
| Online Tools | Access to DDN’s Customer Support Community Portal including knowledge base articles. | |||||
| Remote Software/Firmware Upgrades | DDN-defined mandatory upgrades only – customer installed. | All upgrades – customer Installed. | All upgrades – either customer installed or DDN installed remotely. | |||
| Health Assessment | None included but available for additional fee. | Includes one annual health assessment at the customer’s request. | Includes one scheduled annual health assessment. | |||
| Consumables Included | No | Yes | ||||
| SSD Replacement After Drive Expiration | No | |||||
| Non-Returnable Disk Option | Yes, with additional charge. | |||||
Note: Parts and Labor onsite SLOs (Service Level Objectives) are response time objectives that are measured from the time of determination. Parts shipments can be impacted by local shipping cutoff times, local holidays, import delays and other situations outside of DDN’s direct control. DDN will not send labor to a site to replace components until the components are in route to the site. Not all Support Options available in all areas, please contact your DDN Account representative for verification of coverage.
