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Frequently Asked Questions

Fast answers to the most frequently asked questions.

Q. Does DBAM offer next business day advance replacement?

A. Yes, DBAM Systems offers advance replacement, with next business day delivery, internationally*. Contact your local DBAM customer support centre.

Q. Is NBD advance replacement included in DBAM Systems standard warranty?

A. No, all hardware products come as standard with a one-year warranty that provides return-to factory repair coverage with a two-week turnaround from date of receipt at DBAM's authorised repair centre.

NBD advance replacement is only available with the purchase of DCSP and DPSP contracts.

Q. How do I obtain assistance if I have not purchased DCSP, DPSP or DSS?

A. Customers who have not purchased DBAM DCSP, DPSP or DSS will need to contact their DBAM Systems partner directly for technical support.

Q. Can DBAM customer support be purchased separately?

A. No, customer support is not available as a separate purchase. Access to DBAM's customer support is available only to customers who purchase DCSP and DSS. Customers that purchase DPSP must contact their local DBAM partner.

Q. How do I place an order for DBAM services and support?

A. You should place your orders for support and services through your local DBAM partner. When placing your order, you will need to include contact information (name, mailing address and e-mail address), which will be used for order-confirmation, support services and renewal-notification purposes. DBAM can accept multiple contact names and email addresses if you wish to include more than one. If services are purchased separately to product, you will need to provide the product serial numbers(s) at the time of order.

Note: DBAM support services are non-refundable and non-transferable.

Q. Can I purchase multiple years of DBAM services & support?

A. Yes, DBAM service offerings are available for purchase in two and three year increments with the discounts detailed below:

2 Year10% off list, 1 year list x 2 (years) x 90%

3 Year 20% off list, 1 year list x 3 (years) x 80%

Q. If I purchase services at various times throughout the year, can the services be set to expire at the same time?

A. Yes, DBAM service offerings purchased at different dates can be made to expire at the same time (co-term) and can be combined under one group contract number.

Q. What is the billing procedure for partial-year purchase of services tied to co-term agreements (single termination date)?

A. Partial year purchases of services tied to a co-term agreement will be prorated to reflect the number of months remaining on the term.

Q. What happens to my service and support contracts if I upgrade my product with additional capacity or features?

A. When you purchase additional throughput or features (eg WAN Acceleration) you'll need to purchase the DBAM service and support part number that corresponds that new upgrade or new feature.

Q. What happens to my support services if I buy WAN throughput upgrades or features but neglect to buy the corresponding DBAM support and services coverage?

A. Your order will be held for 5 business days until we receive a revised purchase order or your authorisation to cancel your service and support contract.

Q. How are DBAM support and services renewed?

A. Approximately two months prior to services expiration, we will send a renewal reminder to the contract name(s) you provided at original purchase. The reminder will detail the services coming up for renewal and provide instructions on what to do next.

Q. How many times may DBAM services and support be renewed?

A. DBAM services and support can be renewed annually while the product is on DBAM's price list and for two years after the product has been discontinued. DSS may be purchased and renewed at any time.

Q. What happens if I am late in renewing my DBAM support and services agreement?

A. During the lapse, you will be unable to obtain service and support from DBAM Systems. To reinstate a service and support contract, you must purchase a new contract back dated to the last date of support or where no contract exists back to initial date of purchase.