Support - Seneca XVAULT xNVR200 Hardware User's Manual

Viii. sUPPOrT
the xNVR video recording appliances come standard with a 3 year Next Business Day onsite warranty. Included with the warranty is
advance replace of FRU parts, 8 aM to 6PM technical phone support Monday through Friday and 24x7 problem logging.
iNFOrMaTiON Needed BeFOre CaLLiNG FOr sUPPOrT
1. Model Number
2. Serial number of unit (located on top front left cover of enclosure)
3. Contact Information (company name, contact, phone, email)
4. Description of problem (including any pop up information)
5. History or timeline of problem or use
addiTiONaL HeLPFUL iNFOrMaTiON
6. Operating system log information
7. MegaRaID log information
Normal Business Hours
Monday through Friday 8aM–6PM Eastern
800-227-3432 #5
CustomerCare@senecadata.com
Outside Normal Business Hours
888-227-9994
Next Business Day ("NBD") Onsite support is defined as; Onsite support personnel will be dispatched in coordination with replacement
parts arriving onsite to arrive the next business day after initial call log.
a best effort is made to accomplish a next business day time frame. However there are unmitigated circumstances where NBD service
cannot be provided. Some reasons are, but not limited to; calls logged after shipping cut off times, calls logged after business hours,
weather or catastrophe related events, unusual parts outages.
CaLL resPONse exaMPLes
Call logged M-F 8aM-3PM Eastern
Call logged Friday 4PM Eastern
Call logged Monday 6:01 PM Eastern
Call logged on weekend
Call logged on labor Day
Call logged day after thanksgiving
New Year's Day, Memorial Day, July 4th, labor Day, thanksgiving and the following day, Christmas Eve and Christmas Day are not
considered business days. In addition Seneca may designate an additional two floating holidays which are also not considered business
days. Please consult the Seneca website for current year's holidays.
xVault xNVR200/300/400 User Guide V2.0.0
Call and troubleshooting before done shipping cutoff
likely miss of shipping cutoff
after business hours
after business hours
Not considered normal business hours
Seneca holiday
Tech & Parts arrive
NBD
arrive tuesday
arrive Wednesday
arrive tuesday
arrive Wednesday
arrive tuesday
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