Intel Server Component Extended Warranty: Selling Guide

Transcription

1 Intel Server Component Extended Warranty: Selling Guide Platform Collaboration and Systems Division Data Center Group Intel Corporation January 2015

2 Contents Extended Warranty overview Ordering and Registering Obtaining replacement parts Enterprise Platform & Services Division Marketing 2

3 Extended Warranty Overview 3

4 What is Extended Warranty? Intel Server Component Extended Warranty adds two more years to the standard server warranty. Depending on the service and support from your distributor or reseller, backed by Intel: -Safeguard server uptime: The option of an additional two years of support added onto the standard Intel warranty. -Tap into troubleshooting expertise: Trained technicians who can get in direct contact with Intel if needed, for added confidence with even the toughest issues. -Ensure ease of warranty support: When you need it most, rely on the trusted Intel name to provide replacement parts quickly. Enterprise Platform & Services Division Marketing Now available anywhere the standard warranty is available 4

5 Four Steps to Fixed: 1. End-user calls their reseller/oem to diagnose issue 2. If the reseller/oem determines it is a hardware issue related to the Intel server components the reseller/oem contacts Intel Customer Support (ICS) 3. ICS processes the extended warranty claim and sends the replacement part 4. Reseller follows up with end-customer to Enterprise ensure the Platform server & Services hardware Division and software Marketing run optimally 5

6 What s covered on current 1 products: Service Intel Server Boards Intel Server Systems Intel Server Chassis with Intel Server Board installed Intel RAID controller s Intel Network adapters Intel Server Component Extended Warranty Limited Lifetime Replacement Components not covered by Extended Warranty service: processors, memory, hard disk drives, keyboards, monitors, mice, graphics cards, RAID backup batteries & maintenance free backup units, optical drives, plastics/sheet metal parts, non-electrical parts, OEMspecific parts or 3rd party add-in cards or chassis. Enterprise Platform & Services Division Marketing 1 Intel Server Boards and Intel Server Systems based on Intel Xeon Processor 5500 sequence or Intel Xeon Processor E3 family or beyond 6

7 What do I buy for my configuration? Flexible choices to meet customer needs Customer buys: Intel Server Board Intel Server System Intel Server Chassis and Intel Server Board Intel Server Component Extended Warranty available for: Board Board or System System includes server board Enterprise Platform & Services Division Marketing Extended Warranty must be purchased within 30 days of hardware purchase Board or System System includes server board 7

8 What s covered in system SKUs 1 Power supplies Power distribution boards Front panels I/O modules Management modules PCIe/PCI-X risers Fans Active/passive drive backplanes or Expander/Non-expander drive backplanes Active/passive midplanes Bridge boards For example an Intel Server System R1304WT2GS would include: Intel Server Board S2600WT2 Power Supply: FXX750PCRPS All Fans Any supported PCIe/PCI-X riser Drive backplane: FR1304S3HSBP Risers: F1UL16RISER Any supported midplane Bridge board Power distribution board Standard Control Panel board: FXXFPANEL Optional RMM: AXXRMM4LITE 1 This list of components is meant for reference only. As product configurations change this list may be modified. 8

9 Ordering and Registering 9

10 Ordering Reseller/OEM buys from a distributor who buys from Intel: 1. Reseller/OEM requests Extended Warranty SKU to match the system they are building (e.g. DP system) from their distributor. 2. Distributor: Places Order using same process as hardware and software orders using WOM/Rosetta Net. 3. Within 2 Enterprise business Platform days, & Intel Services s Division an Marketing electronic key (PDF file) *Other names to and the brands may distributor; be claimed as the property of others. distributor All products, computer systems, forwards dates, and key to reseller. 10

11 Extended Warranty SKU list MM# Intel Product Code Description SVCEWUPBD Single Processor Board Extended Warranty, Single SVCEWUPSY Single Processor System Extended Warranty, Single SVCEWDPBD Dual Processor Board Extended Warranty, Single SVCEWDPSY Dual Processor System Extended Warranty, Single SVCEWMFSY Intel Modular Server System Extended Warranty, Single (EOL) SVCEWMFCP Intel Modular Server Compute Module Extended Warranty, (EOL) SVCEWRAID Intel RAID Extended Warranty, Single SVCEWHWB Intel Compute Module HNS2000 Extended Warranty, Single SVCEWHWSY Intel Server System H2000 Extended Warranty, Single SVCEWMPBD Four Processor Intel Server Board Extended Warranty Enterprise Platform & Services Division Marketing SVCEWMPSY Four Processor Intel Server System Extended Warranty 11

12 Registering 1. After purchasing, reseller/oem receives the 16 digit registration key from their distributor in PDF format. 2. Within 30 days of key purchase, the reseller/oem logs into Intel Software and Services Registration Database* and registers the product. *user must create a customer ID to log into the database for the first time Enterprise Platform & Services Division Marketing 12 If you need help with registration or the website please

13 What do I register? Intel Server Component Extended Warranty MM# and/or Stocking ID (e.g / Ordered as Part Serial Number E ) Board Intel Server Board Required Required Compute Module Intel Modular Server Compute Module Required Required RAID Intel RAID controller Required Required Intel Server System or chassis + board System Intel Server Chassis Required Required System Intel Server Board Required Required System Power supply/supplies Required Required System Power distribution board(s) Prefer Prefer System Active/passive drive backplane(s) Prefer Prefer System Active/passive midplane(s) Prefer Prefer System Front panel Prefer Prefer System Management module Prefer Prefer System Fan(s) Prefer Prefer System Bridge board(s) Prefer Prefer System I/O Module Prefer Prefer System PCIe * /PCI-X * riser(s) Prefer Prefer System Intel RAID controller N/A N/A System Memory N/A N/A System Hard Drives N/A N/A To accurately stock the depot closest to the end customer Intel must collect part number and serial number information. System CPU N/A N/A Modular Intel Modular Server System Modular Intel Modular Server chassis Required Required Modular Power supply/supplies Required Required Modular Intel Modular Server Compute Module N/A N/A Modular Mezzanine Board Prefer Prefer Modular Storage Controller Module Prefer Prefer Modular Switch Module Prefer Prefer Modular Chassis Management Enterprise Module Platform Prefer & Prefer Services Division Marketing Modular Hard drive bay Prefer Prefer Modular Midplane Prefer Prefer Modular Memory N/A N/A Modular Hard Drives N/A N/A Modular CPU N/A N/A 13

14 .. Registration key example: Two-page PDF file Page 1 how to register Page 2 serial number locations Electronic key: Intel Server Component Extended Warranty MUST REGISTER TO ENABLE THIS SERVICE NOTE: Reseller must complete this process. Intel Server Component Extended Warranty Key: AAAA-AAAA-AAAA-AAAA MM# Expiration: 30 Days Instructions to enable Intel Server Component Extended Warranty Record the system serial number of the Intel Server System, Intel Server Board, Intel RAID Controller or Intel Modular Server using the guides on the second page of this document. Within 30 days of key purchase log in here: or create a new registration account if it is your first time visiting the site, type in the serial numbers you recorded in step one and the Intel Server Component Extended Warranty key above. After you complete this registration your product will be enabled Intel Server Component Extended Warranty. (The log in/create new account button is located towards the bottom of the website home page) If you require additional assistance, contact: intel_service_coordinator@intel.com Key must be registered within 30 days of Hardware Purchase 14

15 Obtaining Replacement Parts 15

16 Replacing 1. Intel recommends the End-user/customer calls their reseller/oem to diagnose their issue. 2. If the reseller/oem determines it is a hardware issue related to the Intel server components the reseller/oem contacts Intel Customer Support (ICS) to process the warranty claim. 3. If the reseller is unavailable the end-user may contact ICS Enterprise Platform & Services Division Marketing directly. 16

17 What will I get as a replacement? Replacement parts will be of like or better specifications and may not match the original parts model number, brand or specifications. For example: a revision -502 baseboard may be replaced with a or -601, depending on part availability. Replacement parts may be refurbished/remanufactured. Enterprise Platform & Services Division Marketing 17

18 Transferability and refund policy Is the service transferable to another end customer? Service is not transferable to another end customer. If client replaces a server with a service contract within the warranty period and previous hardware is scrapped can the remaining portion of service be transferred to a new server? No, services are non-transferable, like the existing warranty today. If product is returned after 30 days and credit is issued on the product the service will also be credited/refunded. Enterprise Platform & Services Division Marketing 18

19 Intel Server Component Extended Warranty and Advanced Warranty Replacement An eligible Intel Channel partner can request shipment of a replacement part before Intel has received the defective part (AWR). Extended warranty products do not affect a customer s Channel Warranty Limits for AWR. For example, when a partner with an AWR limit of 10 calls to return a part: During original warranty period: AWR limit is 1 open 9 available. During the extended warranty period: AWR limit is 10 available. Allowance is not decremented. Enterprise Platform & Services Division Marketing All other customers may use our Standard Warranty service. 19

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