Hardware Warranty Period
Hardware purchased through AppGate is not manufactured by AppGate. Any support provided in connection with hardware is provided as a convenience only, and AppGate will pass through applicable warranties from the hardware manufacturers as such manufacturers may permit. For more information, see AppGate's Software Schedule:
https://www.appgate.com/legal/product-and-service-terms-and-conditions
Customers utilizing Dell hardware appliances can view their hardware contract/warranty information by submitting the Dell Service Tag from the hardware at:
https://www.dell.com/support/home/en-us?app=warranty
Warranty Process
For hardware with a valid maintenance contract, the reported fault will be analyzed by the respective vendor. At the vendor`s discretion, a service engineer will be scheduled for further on-site diagnosis and solutions as necessary to resolve the diagnosed problem. In case of a hardware failure, the operational readiness will be restored by replacing or repairing the defective part at the installation location according to the warranty process of the respective vendor. The scope of the available warranty services as well as the response times (if applicable) may vary by vendor and the destination country or region of the installation location of the hardware.
Details on Dell Hardware's Technical Support can be found at:
https://www.dell.com/support/kbdoc/000175653/contact-support-knowledge-base
Note that the default Dell Service Pack includes 24x7 support
Details on Fujitsu Hardware Warranty Services can be found at:
https://support.ts.fujitsu.com/IndexWarranty.asp?lng=COM
Note that the default Fujitsu Service Pack includes 24x7 support
Details on Onlogic Hardware (for SDP Connectors) Warranty Services can be found at:
https://www.onlogic.com/company/support/terms-conditions/
Note that the default Onlogic Service Pack only includes 8x5 support. To cover the risk of hardware failure, operational continuity should be maintained by holding stock of spare appliance(s) and replacing the failed unit with a spare while the support/warranty process completes.
For Mission Critical Incidents – Contact Your Hardware Vendor Directly
For Dell hardware contact details:
https://www.dell.com/support/incidents-online/en-us/contactus/Dynamic
For Fujitsu hardware contact details:
https://support.ts.fujitsu.com/Indexcontact.asp?OpenTab=servicedesk
For Onlogic hardware contact details :
https://www.onlogic.com/company/support/ (USA)
https://www.onlogic.com/eu-en/company/support/ (EU)
Making an Appliance Support Request via AppGate Support
Support cases can be generated by eligible customer contacts by logging into the AppGate support portal, or by email. AppGate will assist as much as possible with initial troubleshooting to confirm a hardware issue. Once the issue is identified as hardware-related, AppGate SDP Support can provide information on how to reach your appropriate local support provider as necessary.
Email: sdp.support@appgate.com