SANRAD V-Care support packages provide the latest support updates and 24 x 7 web, phone and email support. V-Care covers the entire SANRAD solution including your V-Switch, SANRAD StoragePro software and SANRAD accessories.

SANRAD offers four levels of support that include SANRAD support along with ongoing updates. These programs are available on an annual or multi-year subscription basis. All V-Care support packages offer major, minor and maintenance releases.

V-Care Support Packages

Basic Support

V-Care 24x7 Global Hotline provides unlimited 24-hour phone support with senior SANRAD technical support engineers. The hotline features live operators that connect customers directly to our support team.

V-Care Firmware and StoragePro Updates are FREE and available online to authorized customers - updates are performed in under a minute and include new features. Non-members are charged for updates, but V-Care members receive them for FREE. Most software upgrades including new features are also included free of charge.

V-Care Remote Support allows SANRAD technical support engineers to diagnose your V-Switch while it’s in the field by establishing a remote session.

V-Care Email Support provides free 24x7 technical email services, including diagnostic tools from our knowledge base, technical documents and software service packs.

V-Care Support Escalation - provides 3 levels of support escalation provides 3 levels of support escalation to ensure that we can resolve all problems quickly and efficiently.

V-Care advanced RMA - members of the V-Care program get advanced RMA on the equipment. In case of an equipment failure we will send a replacement unit to replace the faulty unit for the duration of the repair to provide continued operation of the storage infrastructure.

GDR Support

Includes all the above and additional support for SANRAD Global Data Replication solution

Onsite Consignment Spares and 24 x 7 x 4 Hardware Support

SANRAD will provide a spare V-Switch for each covered site. The spare V-Switch is to be used only to replace a defective V-Switch. The spare V-Switch can be installed and maintained with current firmware but cannot be connected to the storage or the network. Once it is determined that the V-Switch or a V-Switch FRU is defective, the onsite spare can be deployed. A replacement new spare or FRU will be shipped from SANRAD via overnight service to replenish the spares pool. If requested, a service representative will be onsite between 8:00AM - 5:00PM the following business day to assist in the replacement of the defective hardware item.