These Support Plan policies cover 3Gen Data System products that are supported by 3Gen Data Systems Service and Support under a purchased Support Plan or the warranty received when the product was originally purchased. These Support Plan policies do not apply to product not covered by a Support Plan and a Maintenance Agreement.
If you need a parts replacement on any 3Gen Data Systems product that is still under warranty or service plan, please fill out the RMA Form or contact your local 3Gen Data Systems Support Representative.
** Important note: All service is provided subject to the terms and conditions of the 3Gen Data Systems service Agreement. The availability of Support Plan might vary for each supported country and these Support Plan policies are subject to change at any time at the discretion of 3Gen Data Systems

Service Description	Standard	Enhanced
Unlimited 7x24 Help Desk Support - 1 hour response
Escalation to 3Gen Data Systems partners Help Desk - Normal Business hours
Escalation to 3Gen Data Systems partners Help Desk - After Hours*
Notification of Out of Warranty and End of Life via email
Access to Firmware Revisions when released via 3Gen website
Access to 3Gen Data Systems Knowledgebase via the Web
Return to Factory of all Parts (5-10 business day turn around)
Advance Exchange of all Parts	Optional
7x24 Emergency Access to Parts Depot  (shipping time is location dependent)	Optional
On-site Spares	Optional	Optional
On-site Support Normal Business hours 9-9EST M-F with Two Business Day Response	Optional
On-site Support Normal Business hours 9-9EST M-F with Next Business Day Response		Optional

*After Hours escalation phone support only available with select suppliers