Software Subscription & Warranty

ARTEC Service Subscription

The Service Subscription is an essential component of ARTEC solutions. It gives you access to the following services while it is active:

  • Access to the ANA digital signature service with date and time stamping for all archived e-mail messages, documents, and log files. Available around the clock, 24/7/365.
  • Free software updates to the latest version using our automatic update service.
  • Technical support directly from the manufacturer: assistance from our multilingual support team is available by phone 5x8 (Mon-Fri from 9:00 AM to 6:00 PM), as well as by e-mail, web and fax.

Our support team makes every effort to provide an initial response to a support request within one working day. For technical reasons, service subscription renewals are always appended to the existing service subscription and also extend to all standby appliances belonging to the same EMA® system. In order to avoid a digital signature gap and loss of compliance, and to always be up-to-date with the latest AOS firmware version, we recommend keeping the Service Subscription active. Service Subscriptions can be purchased for periods between one and five years and do not auto-renew.

We also offer an additional maintenance contract with monthly status reports that provide information on many important system parameters. These include memory utilization and network load, system temperature, free space on archive and backup storage, etc.

ARTEC Hardware Warranty Extensions

All of our products come with a one-year limited hardware warranty from the date of delivery for the hardware. A hardware warranty extension for up to five years can be purchased together with the initial appliance order. A post-purchase hardware warranty extension is also available, but usually not economically viable and not recommended by us.

Customers with an active service subscription can benefit from fast and simple appliance hardware replacements if a qualified problem analysis points at a hardware defect. Without an active service subscription, warranty processing is handled on a case by case basis.

Replacement Appliance and Hardware Upgrade

Upgrades to current appliance hardware platforms or larger appliance models are possible at any time, even without an active service subscription or after the hardware warranty has already expired. The new system takes over the entire configuration and archived content from a previous EMA® appliance with minimal effort as the process is largely automated.

EMA® also makes it easy to change storage technologies when moving the archive storage location. You can change from CIFS and NFS to VSTOR® Vault, to iSCSI to FC, or to any other supported storage technology added in the future. If a hardware defect occurs after the hardware warranty has already expired, you can take advantage of discounted hardware upgrades when purchasing a new appliance. After receiving a hardware upgrade, the previous appliance must be returned to us within 14 days.

The general terms and conditions as well as the price and delivery conditions of ARTEC IT Solutions AG apply. Separate terms may apply to customers conducting business with ARTEC IT Solutions USA LP or ARTEC IT Solutions AP.

Contacting Support

EMEA:
E-Mail:
Phone: +49 6039 800 99 77
Fax: +49 6039 800 99 66

Our support team is available on weekdays from 9:00 AM to 6:00 PM Central European Time.


USA:
E-Mail:
Phone: +1-855-462-7832 Ext. 2
Fax: +1-678-666-5153

APAC:
E-Mail:
Phone: +82-2-515-3349
Fax: +82-2-6008-3403