Boston On-Site Warranty Services

As one of Boston’s valued customers we would recommend that you take a moment to read this document thoroughly so that in the event a problem arises, it can be solved quickly and concisely.

If you have any issues in setting up your account, please do not hesitate to get in touch with your Account Manager who will be happy to assist. The following covers the hardware element of any Warranty agreement. If you have purchased an additional software license and accompanying support contract, you should receive details about this separately. If you do not receive it shortly after receiving your items, please contact your Account Manager to obtain a copy.

If there is any further information you require that is not covered, please feel free to get in contact with us and we will provide it for you.

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The service covers hardware purchased from Boston within the specified service period. During this service period, Boston Limited may provide parts for replacement along with a qualified Engineer to carry out the work outlined. This applies only after diagnostics have been performed and a replacement part has been confirmed by our Technical Team to resolve the reported issue. Further diagnostics may be performed onsite at the Engineer’s discretion.

On-Site warranties can be taken out for a period of 1 to 5 years, with special agreement additional years can be added. We offer three levels of warranty service so that our customers can personalise their chosen warranty to fit their requirements, which will be outlined below.

Note - An onsite warranty means that where available, a replacement part will be shipped with an engineer for replacement when the original part has been deemed faulty. This does not guarantee stock availability for immediate delivery, as items are provided on a best endeavors’ basis. If you require guaranteed stock availability for replacements, additional warranty with a spares kit will be required. This upgrade can be quoted by your Account Manager when quoting your order.

Onsite Warranty Overview

*Onsite Warranty does not include onsite support and diagnostics: Service requires local customer representative to support triage.

For guaranteed parts shipping from UK spares hub to UK last request by 15:00 or Internationally by 11:00 (GMT/BST).

 

ON-SITE PEWTER SERVICE

 

Key Features:

  • Remote Triage and diagnostics by a Boston engineer who is familiar with your products, with access to your systems assembly records and account information
  • Parts warranty on the original manufacturer’s warranty terms – typically return to base but in some instances cross shipment may be available for an initial period
  • Multiple site visits included to remove part and return to original manufacturer, then second visit to reinstall repaired or replacement item
  • Engineer available as soon as Next Business Day post initial triage

Part Repair:

  • Standby or advance shipped spare parts are not included with this service
  • Part repair is provided on a Return to Base basis or as per standard Manufacturer’s terms which can vary

Best For:

  • Customers with integrated high availability or spare capacity in their environment. Self-healing Services which do not require a definite repair timeframe
  • Sites where spare parts are already easily accessible
  • The desire to hold parts is low, or parts are prohibitively expensive

ONSITE PEWTER– Service and support with coverage during business hours at the device location, 9:00 to 17:00 local time (excluding local holidays).

Added expert Technical Support available UK business hours, with a target of 2-hour first triage of incidents.

Note – Each Manufacturer’s warranty terms vary significantly and over the duration of the contract and should be considered carefully. For example, some manufacturers may only have one year while others three to five. Some may advance ship of items; others will be required to be returned first; some offer only credit.

Manufacturer’s warranty full Terms and conditions can be provided on request.

 

ON-SITE BRONZE SERVICE

 

Key Features:

  • Triage by Boston Service Centre engineers familiar with your products and access to your systems assembly records and account information
  • Engineer available as soon as Next Business Day (parts and triage permitting)
  • Remote debugging and triage performed in conjunction with our Service Centre

Best For:

  • Customers with integrated high availability in their environment
  • When a return to base model is not appropriate or undesirable
  • When there are no IT staff available on site

Spares:

  • Spares holding from Boston Service Centre (where spare parts are purchased)
  • Replaced items removed from site and processed (repaired, replaced, or refurbished)
  • Spares replenished while under warranty

ONSITE-BRONZE – Service and support with coverage during business hours at the device location, 9:00 to 17:00 local time (excluding local holidays).

Additional expert Technical Support available UK business hours, with a target of 2-hour initial triage of incidents.

Next Business Day response is after the Support Team’s diagnostic process has determined an on-site visit is required and spares have been delivered to site.

 

ON-SITE SILVER SERVICE

 

Key Features:

  • All of Bronze Service features
  • Engineer available within 4 business hours (parts permitting)
  • Support services available Monday to Friday 9am to 5:30pm (excluding UK bank Holidays)

Best For:

  • Environments where resolution time is a critical factor and do not have access evenings and weekends
  • Systems with limited parts availability

Spares:

  • Dedciated service pack of spares tailored for your needs

ONSITE-SILVER – Service and triage during business hours at the device location, 9:00 to 17:00 in the local time zone (excluding local holidays).

Additional expert Technical Support available UK business hours, with a target of 2-hour initial triage of incidents.

Silver onsite response of 4 business hours is after the triage and/or Technical Support’s diagnostic process has determined an on-site visit is required and spares have been confirmed available on site.

 

ON-SITE GOLD SERVICE

 

Key Features:

  • All of Silver Service features
  • Service Engineers available within 4 hours (parts permitting)
  • 24/7 Direct access to Third party Service Centre for triage and engineer booking
  • 365 days availability of Service Engineers

Best For:

  • Any service where time is a crucial factor
  • Services where access is limited to outside of business hours
  • For customers with 24/7 operations

Spares:

  • Dedicated Service Pack of spares tailored for your needs
  • Spares held on customer site wherever possible
  • Local external stock locations available on request

ONSITE-GOLD – Service and triage 24 hours a day, 7 days a week, 365 days a year.

Additional expert Technical Support available UK business hours, with a target of 2-hour initial triage of incidents.

Gold onsite response of 4 hours is after the triage and/or Technical Support’s diagnostic process has determined an on-site visit is required and spares have been confirmed available on site.

OPTIONAL SERVICES

 

On-site Triage and Diagnosis

Engineer dispatched to site to diagnose issue if it cannot be
done remotely.

User Serviceable Parts Replaced

Certain components such as Power Supplies and SSDs are considered user serviceable, where this is not possible an engineer can be sent.

Monitoring Services

Remote monitoring of hardware and alerting of failed or failing components.

Service Manager and Service Management Reporting

Monthly Service reporting, access to service manager.

Dedicated Telephone Line

A telephone call service for logging of tickets which is answered as specified.

Branded Services

A service that is specifically branded to your needs.

Technical Account Manager

A technical engineer who is trained and skilled in your specific set up.

Professional Services

Installation, cabling, migration, relocation, upgrades, and Managed Services.

Named Engineers

Where pre-screening is required, an assigned Engineer can
be allocated.

Custom Trained Engineers

For specific custom set ups engineers can be trained to your specific needs (e.g. fully submerged systems).

Screened Engineers

Engineers who are Security cleared.

 

Target Response Times

How To Use Your On-Site Warranty Service

 

HowTo use on-site warranty

 

How the above changes for Pewter level:

Pewter is a labour only option which comes with no spares. Once it is identified by the service desk that a component requires maintenance, an engineer visit will be arranged to remove the component to be sent back to the manufacturer. Once this has been returned, a second engineer visit will be arranged for the fitting of the replacement/fixed component.

 

AVAILABLE TERRITORIES

 

We can offer a wide range of services globally, although the options we provide may vary depending on location. Please provide your Account Manager with the desired location at the time of quoting and they will be able to provide you with the full range of options available.

At the time of writing, the below territories are generally covered by next business day warranty. Before purchasing, please ensure you check your specific city or town, as limitations and exclusions may apply.

Germany

France

Spain

Italy

Nordics

Benelux

Gibraltar

Malta

Austria

Portugal

South Africa

Singapore

USA

Japan (Tokyo)

Australia (Sydney)

United Kingdom (inc. Jersey and Isle of Man)

Middle East - UAE, Bahrain, Israel, Kuwait, Oman, Qatar, KSA

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+44 (0) 1727 876 100
[email protected]
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