Premium Maintenance Overview
With a subscription to Exinda’s Premium Maintenance, customers receive the following services for their supported
Exinda products:
- Software upgrades – We are continually developing our products to provide our customers with the best features and functionality possible. Premium Maintenance users get access to the latest ExOS updates, as well as fixes to address known issues.
- 24/7/365 days a year – Once a ticket is created through the Support Portal, the Exinda Support Specialist will reach out via phone or e-Mail and provide troubleshooting assistance when needed. Initial response time for Critical/Urgent Issues is within 30 minutes.
- Support Forum Access – Join the online Exinda support community, ask questions, and learn new troubleshooting tips and tricks from Exinda experts.
- Online Ticketing System – We offer an easy to use online ticketing system to help customers address issues quickly and efficiently.
- Authenticated Support Portal – Gain access to the authenticated Support Portal and browse our extensive knowledge base of solutions and best practices.
- ECNA Certification – Premium Maintenance subscriptions come with two (2) seats to the Exinda Certified Network Administrator course so your network team can become certified Exinda experts.
- Remote Troubleshooting Assistance – For rapid problem resolution, Exinda engineers can initiate a remote web session to connect directly to your system for faster fixes.
- Dead on Arrival Replacement – Devices that become defective within the first 30 days will be replaced by Exinda.
- Next Business Day Dispatch – Premium Maintenance customers that have purchased select devices (i.e Dell motherboards, PSUs, CPUs, HDs) get access to Next Business Day support technician dispatch or shipping of service parts for repairs and problem resolution. NICs, full devices, and Unicom/Lanner hardware are not covered by this.
- Return Merchandise Authorization – Premium Maintenance subscriptions also come with access to Exinda’s Returns Merchandise Authorization Process with Cross Ship.