NECCare Service
NECCare
TM
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NECCare
Hard Disk Drive
(HDD) Retention Program
For Express5800/ Servers
NECCare Service
Proprietary Notice and Liability Disclaimer
The information disclosed in this document, including all designs and related materials, is
the valuable property of NEC Corporation of America, (“NECAM”) and/or its licensors.
NEC Corporation of America and/or its licensors, as appropriate, reserve all patent,
copyright and other proprietary rights to this document, including all design,
manufacturing, reproduction, use, and sales rights thereto, except to the extent said rights
are expressly granted to others.
The NEC Corporation of America product(s) discussed in this document are warranted in
accordance with the terms of the Limited Warranty Statement accompanying each
product. However, actual performance of each product is dependent upon factors such as
system configuration, customer data, and operator control. Since implementation by
customers of each product may vary, the suitability of specific product configurations and
applications must be determined by the customer and is not warranted by NEC
Corporation of America.
To allow for design and specification improvements, the information in this document is
subject to change at any time, without notice. Reproduction of this document or portions
thereof without prior written approval of NEC Corporation of America is prohibited.
Trademarks
NEC and NECCare are registered trademarks of NEC Corporation and are used under license.
PN: 461-00019-000 May © 2009
Copyright 2002 - 2009
NEC Corporation of America
10850 Gold Center Drive, Suite 200,
Rancho Cordova, CA 95670
All Rights Reserved
NECCare Service
Contents
Introduction......................................................................................................................... 4
Program Highlights ............................................................................................................. 4
Terms and Conditions ......................................................................................................... 5
What is Covered and What is Not Covered? ...................................................................... 5
Customer Responsibilities .................................................................................................. 6
How You Can Get Service under the NECCare HDD Replacement Program ................... 6
Limitation of Damages and Implied Warranties ................................................................. 7
NECCare Service
Introduction
NEC Corporation of America, “NECAM” offers its customers
the opportunity to purchase service programs for its server and
storage solutions, which are typically used in a business or
professional environment to assist in the protection of their IT
investments. This document will focus specifically on the
NECCare Hard Disk Drive (HDD) Retention Program for
Express5800/Servers only.
Program Highlights
NECAM’s NECCare HDD Retention Program provides its
customers with the following benefits:
■
Allows customers to retain HDDs after failure has been
identified following tro uble-shooting efforts between the
Customer and NECAM Technical Support.
♦
Under normal warranty terms, the customer is not
allowed to retain the drive – this pro gram will take
precedence if purchased for drive replacement.
■
The HDD Retention Pro gram requires the Customer must
maintain an active warranty or extended service contract for
its Express5800/server through NECAM.
♦
If NECAM determines that the HDD requires
replacement, NECAM will ship a new HDD to the
customer utilizing the active warranty or extended
contract support terms (Standard, Gold or Platinum
service,) currently in place for the server in which
the drive resides.
1
♦
Program is not valid once the warranty has lapsed
and or the extended support contract has expired.
■
An HDD is a Customer Replaceable Unit (CRU,) which
allows the customer to p hysically replace the HDD in the
NEC server without a NECAM service provider coming on
site. If assistance is required, contact NECAM technical
support.
■
The HDD in question must have been purchased or
previously replaced by NECAM only.
1
NECAM will use commercially reasonable best efforts to provide on-site service as defined by the support terms of the server’s
warranty contract. NECAM is not responsible for service calls missed outside the control of NECAM. If your location is outside of
a NECAM authorized service coverage area, the response time may be longer and/or an additional travel charge may be assessed.
Response times are objectives and not guarantees. In some cases, on-site service may not be available. All service response times
are contingent upon parts availability. Customer must be able to sign and receive parts as requested by NEC to meet to meet
the onsite service level associated with the servers warranty contract.
NECCare Service
♦
Serial numbers of the HDD will be reviewed and
verified by NECAM before replacement is
authorized.
Terms and Conditions
■
If service req uires the replacement o f hard disk drives
under the terms of this Replacement Program, the
replacement items become the property of Customer.
■
The warranty period for the HDD inherits the current terms
of the servers’ warranty or support contract in place. It
does not start a new warranty period.
■
NECAM ma y use new, used, or reconditioned HDDs that
are in good working order as replacements. Replacement
HDDs shall be of like kind and quality of those replaced.
■
This Retention Program may be enforced only by the
original purchaser of the Product and is not transferable.
■
If customer fails to comply with the terms and co nditions
of the NECCare Hard Drive Retention Package as written,
NECAM will not be obligated to continue providing the
service and any and all support for hard drive failures will
return to the warranty support program of the base server
from which it came.
What is Covered and What is Not Covered?
The following items are not covered by this service contract:
1. Any Product that is not distributed in the U.S.A. or Canada
by NEC Corporation of America.
2. Any Product on which the serial number has been defaced,
modified, or removed.
3. Damage, deterioration, or malfunctio n resulting from:
♦
Accident, misuse, abuse, neglect, fire, water,
lightning or o ther acts of nature, improper storage,
unauthorized Product modification, or failure to
follow instructions supplied with the Product.
NECCare Service
♦
Alteration, repair or attempted repair by anyone not
authorized by NEC Corporation of America.
♦
Any other cause that does not relate to a Product
defect.
4. Data destruction or Data Wipe
5. Asset recovery, disposal or recycling
6. Hard Disk Drives recalled by the manufacturer due to
safety risks
7. Non-standard hard drives requests
8. Support for failed or retained HDDs. Support under this
program will be managed by the warranty or support
contract terms inherited from the server. This program
only provides replacement and retention.
Customer Responsibilities
1. SOFTWARE/DATA BACKUP. IT IS THE CUSTOMERS
RESPONSIBILITY TO ENSURE THAT DATA,
SOFTWARE AND APPLICATIONS ARE BACKEDUP
BEFORE SERVICE FROM NECAM .
2. Work with NECAM Technical Support and or if any onsite
service is req uired by its Service Provider. Most hard drive
issues may be fixed by telephone or by replacement.
3. Customer shall report all hard drive failure issues to
NECAM technical support as they happen.
4. Customer shall retain physical control of the HDD.
NECAM IS NOT RESPONSIBLE FOR ANY LOSS OF
DATA. NECAM IS NOT RESPONSIBLE FOR DATA
CONTAINED ON HDD’ S WHICH MAY BE RETURNED
TO NECAM .
5. DISPOSAL. THE CUSTOMER SHALL BE
RESPONSIBLE FOR ANY DISPOSAL OR
DESTRUCTION OF THE FAILED OR RETAINED
HDDS, WHICH MAY CONTAIN CLASSIFIED,
PROPRIETARY AND OR SENSITIVE DATA TO THE
CUSTOMER. NECAM BEARS NO RESPONSIBILITY
IN THE DISPOSAL OF THE DRIVES.
How You Can Get Service under the NECCare HDD Replacement Program
NECCare Service
NECCare HDD Replacement Program customers in the
continental U.S. and Canada have one phone number to use
when calling for support. Calls for initiating a replacement
request should be made b y calling 1-877-NEC-0064. Be
prepared to provide the Serial Number to your server to NEC
for quick response.
NEC Corporation of America may require that you provide the
original bill of sale or receipt as proof of purchase in order to
be serviced under the Retention Program. Please retain such
proof of purchase with your records
For easy reference, write down your Servers Serial Number
here and keep this document in a safe and accessible location.
SN____________________________________________
When arranging for a repair or replacement, you will speak
with a trained technician. The technician will determine
whether you have a hardware or software failure and then will
provide you with the appr opriate service options. You may be
given a reference number that you should retain for your
records.
If NEC authorizes on-site service for your repair, a qualified
technician will arrive at your site the next business day from
the time of dispatch. If you are located outside of a service
coverage area, travel charges will be applied.
Limitation of Damages and Implied Warranties
NEC Corporation of America's sole liability for any defective
product is limited to the repair or replacement of the product
at our option. NEC Corporation of America shall not be liable
for:
1. Damage to other property caused by any defects in this
product, damages based upon inconvenience, loss of use of
the product, loss of time or data, commercial loss; or
2. Any other damages of any kind.
NEC CORPORATION OF AMERICA MAKES NO OTHER
EXPRESS WARRANTY WITH RESPECT TO THIS
PRODUCT. ANY IMPLIED WARRANTIES, INCLUDING
BUT NOT LIMITED TO ANY IMPLIED WARRANTY OF
MERCHANTABILITY OR FITNESS, ARE LIMITED IN
DURATION TO THE TERM OF THE EXPRESS
WARRANTY STATED HEREIN. LIABILITY FOR
CONSEQUENTIAL OR INCIDENTAL DAM AGES UNDER
ANY WARRANTIES IS EXCLUDED TO THE EXTENT
PERMITTED BY LAW.
NECCare Service
Note:
Some states and provinces do not allow the exclusion
or limitation of incidental or consequential damages, so the
above limitation or exclusion may not apply to you. Some
states do not allow limitations on ho w long an implied
warranty lasts, so the abo ve limitation may not apply to you.
This service program gives you specific legal rights, and you
may also have other rights that vary from state to state and
province to province.
Note:
All Products returned to NEC Corporation of America
for service MUST have prior approval. This may be obtained
by calling 1-877-NEC-0064.
This Product is warranted in accordance with the terms of this
limited warranty for your server to which the hard disk drive
originated. Consumers are cautioned that Product performance
is affected by system co nfiguration, software, the application,
customer data, and operator control of the system, among other
factors.
While NEC Corporation of America products are considered to
be compatible with man y systems, the specific functional
implementation by the customers of the product may vary.
Therefore, the suitability of a product for a specific purpose or
application must be determined by the customer and is not
warranted by NEC Corporation of America.
NECCare Service
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