Last updated: June 1, 2022
One Stop Systems (“we”, “our” or “OSS”) offers our customers (“you” or “your”) several service plan options to match the requirements of a wide variety of deployment scenarios. These service plans provide the capability to optimally fit your business size, system type, response time and budget. OSS reliability starts in design. Many of our products offer redundancy of the most failure prone parts such as power supplies, drives and fans as well as advanced remote monitoring capability via our integrated system monitors. Most of the basic system components are easily replaceable through our parts replacement services, or through strategic onsite spares.
One Stop Systems' Support Team and Field Application Engineers have been internationally recognized by receiving HDI's top Pinnacle of Excellence Award.
OSS Service Plans offer varying length of product warranties, response times to new issues, and if necessary, faster shipping times if a part replacement is necessary. All OSS products include our Bronze service plan with our product warranty (a) for defects in workmanship and parts manufactured by OSS for the Standard Warranty Period (as defined below) and (b) for defects in parts manufactured by a third-party (see below). Service plan upgrades are always available within your OSS Warranty Period at OSS’s then-current rates. Other options may be available to repair out-of-warranty units. An out-of-warranty support plan upgrade may be available with a call to our sales team.
Service Plan | Bronze | Silver | Gold | OEM Services |
Product Warranty |
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Same as Bronze, except you may purchase an extension of the Standard Warranty for up to four (4) additional years (for a total of five (5) years) at OSS’s then-current rates. |
Same as Bronze, except you may purchase an extension of the Standard Warranty for up to four (4) additional years (for a total of five (5) years) at OSS’s then-current rates. |
Same as Bronze, except you may purchase an extension of the Standard Warranty for up to four (4) additional years (for a total of five (5) years) at OSS’s then-current rates. |
Technical Support | ||||
Support Length/Term | During your OSS Warranty Period. | During your OSS Warranty Period. | During your OSS Warranty Period. | During your OSS Warranty Period. |
Support Hours |
7 AM to 5 PM (Pacific Standard Time) Monday – Friday, excluding all holidays. |
7 AM to 5 PM (Pacific Standard Time) Monday – Friday, excluding all holidays. | 24-hour x 7-days a week. After hours includes times after 5 PM weekdays, weekends, and holidays. | Per separate agreement between you and OSS. |
Support Access | Website (customer portal on www.onestopsystems.com) or email (support@onestopsystems.com). Website and e-mail inquiries received outside of the support hours listed above will be deemed received at the start of the next day during which support is available (see Support Hours above). |
Website (customer portal on www.onestopsystems.com); email (support@onestopsystems.com); or telephone (877) 438-2724). Website, e-mail and telephone inquiries received outside of the support hours listed above will be deemed received at the start of the next day during which support is available (see Support Hours above). |
Website (customer portal on www.onestopsystems.com); email (support@onestopsystems.com); or telephone (calling the telephone number provided in your Gold service plan warranty welcome letter). |
Per separate agreement between you and OSS. |
Response Times from the Time We Receive Your Notification | ||||
SEV 1 (see definition below) |
Within one (1) business day (i.e. Monday – Friday, excluding all holidays). |
Within four (4) hours during which support is available (see Support Hours above). |
For telephone notifications, within one (1) hour – but see footnote below.1 |
Per separate agreement between you and OSS. |
SEV 2 (see definition below) |
Within one (1) business day (i.e. Monday – Friday, excluding all holidays). | Within eight (8) hours during which support is available (see Support Hours above). | Within eight (8) hours– but see footnote below. 1 | Per separate agreement between you and OSS. |
SEV 3 (see definition below) |
Within one (1) business day (i.e. Monday – Friday, excluding all holidays). | Within one (1) business day (i.e. Monday – Friday, excluding all holidays). | Within eight (8) business hours (i.e. 7 AM to 5 PM (Pacific Standard Time) Monday – Friday, excluding all holidays). | Per separate agreement between you and OSS. |
SEV 4 (see definition below) |
Within two (2) business days (i.e. Monday – Friday, excluding all holidays). | Within one (1) business day (i.e. Monday – Friday, excluding all holidays). | Within one (1) business day (i.e. Monday – Friday, excluding all holidays). | Per separate agreement between you and OSS. |
Priority business hours |
No | No | Yes |
Per separate agreement between you and OSS. |
Further details: | For further details regarding our technical support services, see our support agreement on our website at: https://onestopsystems.com/pages/support-and-warranty-plans. | For further details regarding our technical support services, see our support agreement on our website at: https://onestopsystems.com/pages/support-and-warranty-plans. | For further details regarding our technical support services, see our support agreement on our website at: https://onestopsystems.com/pages/support-and-warranty-plans. | Per separate agreement between you and OSS. |
1Priority business hours (i.e. after 5 PM and before 7 AM (Pacific Standard Time) Monday – Friday, weekends, and holidays) response times require a telephone call into the OSS technical support team. When a call is returned, someone must be available to work on the issue right away until a solution or workaround is reached. If the contact is unreachable, the severity level can be reduced at the discretion of the OSS technical support team. Website and e-mail notifications are always next business day.
Severity Level | Definition |
---|---|
SEV 1 | • A production server is down/offline and will not boot. • A production expansion system is offline or is no longer recognized by the host system. • A production server hangs or crashes repeatedly, and reboots do not stabilize the system. • Data availability is lost, or data corruption has occurred. • Any of the above issues where no workarounds or immediate solutions are available. Once a workaround or solution becomes available, the severity level will lower to a SEV 2 or SEV 3 (normal). |
SEV 2 | • A component or feature does not operate as described in the documentation. • Significant performance degradation that causes high impact on business operations. • A non-production system or new installation that does not function properly. For example, a system does not boot properly, hangs, crashes or is otherwise unstable. • Software or firmware updates cause system stability issues or loss of functionality. • An intermittent issue that causes a major loss of function. • Assistance with recovering a system after a hardware fault and subsequent parts replacement. • An issue that affects a significant number of end-users. |
SEV 3 | • A production server hangs, or crashes and a reboot does stabilize the system. The root cause is being investigated. • A component of a redundant system fails, i.e., one of two power supplies is offline, or a single drive in a redundant RAID configuration. • A stable solution or workaround is provided to address the loss of some function or feature. Work continues to address the issue long-term. • Software or firmware updates cannot be installed, or some minor functionality is lost after updates are applied. • Any non-production issue is reported in a lab, staging area or in a development environment. • An intermittent issue that causes a minor loss of function. • Integration with other products does not function properly. |
SEV 4 | • A non-critical issue that causes a minor loss of functionality or quality-of-life issue. • Minor issues including typos in documentation, or cosmetic errors not impacting production |
This Support Services Agreement ("Agreement") and the associated Support Plan(s) govern support provided to Customer by One Stop Systems (OSS), a corporation having its principal place of business at 2235 Enterprise St, Suite 110, Escondido CA 92029 USA and its majority-owned subsidiaries (collectively, "OSS").
By purchasing Support Services Customer accepts this Agreement and the applicable Support Plans, which are hereby incorporated by reference.
LIMITED PRODUCT WARRANTY
Last Updated: November 11, 2022One Stop Systems, Inc. (“we”, “our” or “OSS”) extends this limited warranty only to the original purchaser (“you” or “your”) of the product that is the subject of the sale (the “Product”). It does not extend to any subsequent owner or other transferee of the Product.
2. What does this warranty cover?This limited warranty covers defects in workmanship and materials of the Product for the OSS Warranty Period (as defined in section 4 below).
3. What does this warranty not cover?This limited warranty does not cover: (a) damage caused by failure to provide a suitable installation environment; (b) damage caused by failure to provide a suitable storage environment (c) damage caused by use of the Product for purposes other than those for which it was designed; (d) damage caused by failure to follow the Product instructions or to perform any preventive maintenance; (e) damage caused by unauthorized repair; (f) damage caused by normal wear and tear; (g) damage caused by disasters such as fire, flood, wind, and lightning; (h) damage caused by unauthorized attachments or modifications; (i) damage caused by external causes such as accidents, abuse, or other actions or events beyond our reasonable control; or (j) damage during shipment.
4. What is the period of coverage?To obtain warranty service:
If our inspection and testing reveals, to our reasonable satisfaction, that such Product is defective and any such defect has not been caused or contributed to by any of the factors described under section 3 above:
If our inspection and testing reveals, to our reasonable satisfaction, that such Product is not defective, we may charge you an inspection and testing fee of $275.00 US.
8. ARE THERE ANY LIMITATIONS ON YOUR REMEDIES? YES.
TO THE MAXIMUM EXTENT PERMITTED BY LAW:
YES.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, THIS LIMITED WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, INCLUDING BUT NOT LIMITED TO ANY (a) WARRANTY OF MERCHANTABILITY; (b) WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE; (c) WARRANTY OF TITLE; OR (d) WARRANTY AGAINST INFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS OF A THIRD PARTY; WHETHER EXPRESS OR IMPLIED BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OF TRADE, OR OTHERWISE.
Yes. Unless modified in a writing signed by both parties, this limited warranty is understood to be the complete and exclusive agreement between the parties, superseding all oral or written prior agreements and all other communications between the parties relating to the subject matter of this limited warranty, including statements made by our salespersons. No employee of OSS or any other party is authorized to make any warranty in addition to those made in this limited warranty. THEREFORE, YOU ARE WARNED TO CHECK THIS LIMITED WARRANTY CAREFULLY TO SEE IT CORRECTLY REFLECTS THOSE TERMS THAT ARE IMPORTANT TO YOU.
11. Allocation of risks.This limited warranty allocates the risks of Product failure between us and you. This allocation is recognized by both parties and is reflected in the price of the Product. You acknowledge you have read this limited warranty, understand it, and are bound by its terms.
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