SUPPORT

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 NumberSUP-ENPO-xSUP-BSPO-xSUP-BSOS-xSUP-PROS-xSUP-MCOS-x
Technical Support Availability12x7x36524x7x365 via DDN Customer Support Community Portal only24x7x365

Service Level Objectives (To First Response via DDN Customer Support Community Portal only)

Severity 1

24 Hours12 Hours4 Hours1 Hour30 Minutes

Severity 2

48 Hours16 Hours8 Hours3 Hours1 Hour

Severity 3

Commercially reasonable effort.24 Hours6 Hours2 Hours

Severity 4

Commercially reasonable effort.48 Hours24 Hours4 Hours
Parts Onsite Response SLO starts at DDN’s determination of needDOA 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 Day4 Hours
Engineer Onsite Response SLO starts at DDN’s determination of needCommercially reasonable effort. Time and materials charges apply.Customer replaces CRUs; Next Business Day for FRUs.Next Business Day4 Hours
Online ToolsAccess to DDN’s Customer Support Community Portal including knowledge base articles.
Remote Software/Firmware UpgradesDDN-defined mandatory upgrades only – customer installed.All upgrades – customer Installed.All upgrades – either customer installed or DDN installed remotely.
Health AssessmentNone included but available for additional fee.Includes one annual health assessment at the customer’s request.Includes one scheduled annual health assessment.
Consumables IncludedNoYes
SSD Replacement After Drive ExpirationNo
Non-Returnable Disk OptionYes, 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.

Telephone

 

North America: +1.888.634.2374

International: +1.818.718.8507

APAC

Australia: +61.243280249

India: +000.800.100.7168

Japan: +81-3-3261-9101

Korea: +00798148009165

New Zealand: +6442807413

EMEA

EMEA: +800.3282.3473

France: +33.80.5100204 or +33.184010332

Germany: +49.61965868582

United Kingdom: +44.20.35446672