Support Options
STRATACACHE provides a comprehensive offering of product design, deployment, provisioning and ongoing technical support options for customers to choose from.
All STRATACACHE caching and compression appliances include a 90-Day express replacement hardware and a 1-Year software warranty with equipment purchase.
STRATACACHE strongly suggests that customers select from the following support subscriptions for ongoing appliance technical support and software upgrades:
Gold
- 1 Year Advance Hardware Replacement or Depot Repair (1 Day Turnaround), Priority Return, All Software Upgrades
- Priority Telephone, Internet and email Support.
- (Approximately 25% of unit MSRP annual cost)
Silver
- 1 Year Depot Express Hardware Replacement (2 Day Turnaround), Express Return, All Software Upgrades Telephone, Internet and email Support
- (Approximately 20% of unit MSRP annual cost)
Bronze
- 1 Year Depot Hardware Replacement (Up to 5 Day Turnaround), 2 Day Return, All Software Upgrades
- Telephone, Internet and email Support(Approximately 16% of unit MSRP annual cost)
Gold, Silver and Bronze pricing for STRATACACHE Dart Series products varies from the above pricing because of the low MSRP cost of the appliances. Please contact your STRATACACHE sales representative for customized Dart maintenance package quotes.
Customers with support contracts may contact their local STRATACACHE systems engineer for support during the contract period, or can contact STRATACACHE support at (800) 244-8915, send an email to support@stratacache.com.
Standard direct dial technical support hours are from 8AM to 6PM EST Monday thru Friday, although email support and online support is available outside of the standard direct dial window. For West Coast customers, technical support is available until 6PM PST via the STRATACACHE Irvine, California office.
STRATACACHE also provides full installation, configuration, training and operational support options for large, distributed caching or eCDN environments. Customers may purchase enhanced 7x24x365 support access upon request. Please contact your STRATACACHE sales team for details at (800) 244-8915.