Warranty
Warranty & Support Features
Warranty
Our hardware and software warranty is designed to meet the needs of the demanding IP based physical security environment. Backed by years of experience, the Intransa warranty gives you peace of mind that your system will be there whenever you need it.
Three Year Hardware Warranty
The Intransa Three Year Hardware Warranty covers the entire system against manufacturer defect for three years from the date we ship the system to you. This not only includes Fans, Drives and Power Supplies, but also the CPU, Memory, Mother Board, RAID Cards and any other component included in the original system.
Three Year Software Warranty
The Software Warranty provides access to upgraded system software. This includes things such as our monitoring agents and StorStac™ software. Note that this does not include the VMS or the operating system, but the Intransa system software. As Intransa releases new versions, customers are eligible to receive upgrades at no additional charge.
Support
Intransa support engineers are 100% focused on Physical Security. They not only understand the servers and storage systems we sell, they also understand the nuances of video surveillance and access control systems.
Three Years of Web Based Support
The Software Warranty provides access to upgraded system software. This includes things such as our monitoring agents and StorStac™ software. Note that this does not include the VMS or the operating system, but the Intransa system software. As Intransa releases new versions, customers are eligible to receive upgrades at no additional charge.
Three Years of Email Based Support
If you prefer working by email, you can interact with our team at your pace.
Business Hours Phone Support
Business Hours Phone Support is Monday through Friday, from 6:00 AM to 5:00 PM Pacific Time, excluding major holidays.
24x7x365 Phone Support
24x7x365 Phone Support is exactly what it sounds like. Help available whenever you need it, any time of day, any day of the year.
Advance Replacement Parts
If, during your warranty coverage, you need a new component for your system we will ship one to you.
Ground Shipped
Parts shipped ground typically arrive in 3 days or less, however in some cases it may take longer.
Overnight Shipped
For support plans qualifying for Overnight parts replacement, we will ship parts next business day, if the request for a replacement part is processed before 2:30 PM, Pacific Time.
Alerting
Intransa systems are capable of various levels of alerting. With Internet access these alerts can be sent to Intransa, where our team will receive them and let you know if there is a problem.
Three Years of Phone Home Failed Components Notification
A failed component, such as a fan, hard drive or power supply, does not have to mean a failed system. In fact, Intransa systems are designed to operate with one or more failed components. However, those failed components must be replaced. Our GroundCrew™ Phone-home notification feature alerts our warranty department when a component has failed, and they issue a replacement so that minor issues don't escalate to major problems. This helps reduce downtime and increase overall customer satisfaction.
Three Years Intransa System Utilization Alerts
The Intransa System Utilization Alerts will notify our team in the event that certain thresholds are reached. These include CPU temperature, motherboard temperature, and fan speed. Higher temperatures and/or lower fan speed usually indicates a situation where a component hasn't failed, but it may fail soon. With our help you can stay informed of the operating conditions of your system, and further reduce downtime.
Three Years Video Network Alerts
The Video Network Alerts add alerting if the system is rebooted, or if a network link fails. For Windows based systems we will also receive alerts for Critical Windows errors or anything resulting in a fatal system error.
