2YGLD-HMX3: A two-year Gold hardware maintenance 

for Vertiv Avocent's HMX 8000 and 6500

Instead of Vertiv™ Avocent^®'s standard limited 2-year warranty, Vertiv Avocent offers the option to purchase a hardware maintenance service that offers premium support and service-options.

Vertiv Avocent Standard Warranty includes:
• No-cost two-year warranty with product registration¹, covering parts and labor
• Telephone Access: 8/5 (8am to 5pm on business days)
• Hardware Replacement: Return to factory - 10- to 14-day RMA post receipt of failed unit
• Response Time: Within 24 hours
• Follow Up Time: Within 5 days
• No Media Retention
• Standard warranty coverage begins on the product's date of purchase

For customers who desire greater coverage than the Standard Warranty, Vertiv Avocent offers an enhanced coverage such as this Gold Hardware Maintenance.

Hardware maintenance coverage can be purchased together with the purchase of the product, or anytime during the 2-year standard warranty period.

Hardware maintenance coverage begins on the date of its purchase.

Gold Hardware Maintenance
• A two-year hardware maintenance coverage
• Telephone Access: Anytime access (24/7)
• Hardware Replacement: Advanced replacement - next business-day RMA²
• Response Time: Based on severity level*: 1, 2 = 2 hours; 3, 4 = not accepted
• Follow Up Time: Based on severity level*: 1 = Every 4 hours; 2 = Daily
• Media Retention: Available

Advanced Replacement
The customer receives a next-business-day replacement unit prior to shipping the failed unit to Vertiv Avocent

Advanced Replacement with Media Retention
The customer keeps the dead unit and sends a certificate of destruction within a set period of time

Notes
1) Government and European customers excluded
2) Reasonable efforts will be made to ship same day for requests received by 2:00 p.m. Circumstances such as customs, duties, tariffs and receipt mechanisms at customer locations may affect actual delivery time

* Severity Levels
1 - Complete loss of service for all users. Causes direct revenue loss. Example: This will affect a large group of customers or causes direct revenue loss.
2 - Limited loss of service. No acceptable work-around available. Operations can continue in a limited fashion. Does not cause direct revenue loss. Example: Many customers are not able to use an application but can perform other work-related duties. An application is down but does not directly affect revenue.
3 - Minor impact to limited functionality. Functional via workaround. Inconvenience. Example: Minimal affect to productivity. A problem that affects an individual user but there is an alternative.
4 - No loss of service. Request for information. Example: 'How To' questions.