Transporter Business Products

Our Commitment: At Nexsan we understand information integrity and availability are vital to the health of your business. Nexsan’s team of customer support experts are committed to providing you with the best 24 x 7 support possible. No matter the size of your company, we have a support program that’s a perfect fit for your needs!

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Warranty Programs SLA Chart

  • Service Level

  • Standard Maintenance & Updates (Silver)

  • Premium Technical Support (Gold)

  • Hardware & Software Warranty

  • Annual Service Fee (First Year Included)

  • Annual Service Uplift

  • Phone Support

  • 12 x 5 (SLA 1 Hour Callback)

  • 24 x 7 (SLA ½ Hour Callback)

  • Email Support

  • 24 x 7 (SLA 4 Hour Response)

  • 24 x 7 (SLA 2 Hour Response)

  • Replace Failed Hardware Parts

  • Next Business Day Shipment (Standard Overnight)

  • Same Day Shipment (Priority Overnight)

  • Field Replacement Unit

  • Optional Spares Kit, Onsite

  • Optional Spares Kit, Onsite

  • Product Updates

  • Automatic Update (Firmware & Software)

  • Automatic Update (Firmware & Software)

  • Number of Users

    • 500
    • 150
    • 75
    • 30
    • 15

    • 500
    • 150
    • 75
    • 30
    • 15

  • Administrator*

    • 1
    • 1
    • 1
    • 1
    • 1

    • 1
    • 1
    • 1
    • 1
    • 1

  • Operators*

    • 5
    • 3
    • 3
    • 2
    • 1

    • 5
    • 3
    • 3
    • 2
    • 1

  • Number of Help Desk Seats*

    • 20
    • 10
    • 10
    • 4
    • 3

    • 50
    • 20
    • 20
    • 8
    • 6

Administrator* = Defined by the organization, the administrator is the highest level of authorized caller. The administrator assigns Operators and Help Desk Seats.
Operators* = Are authorized to call the Support Center. They can authorize disruptive actions during the process of troubleshooting and resolution.
Help Desk Seats* = Are authorized to call the Support Center for “how to” and client-specific support. They cannot authorize any work on a Transporter device.

PLEASE NOTE:  End of Life Products Matrix