RAID Technical Support

Standard Support

Web Support

Visit the JetStor Knowledgebase and Support Portal or register now

As an AC&NC customer, you are authorized to access the AC&NC Web Support Site. If you are an AC&NC customer and have not been given a username and password, please use the link above to register or contact the AC&NC Support department at: (800) 213-2667.

Email support is free while any AC&NC RAID product is under warranty. Email at support@acnc.com

Tech Support on Skype
Skype ID:  jetstor.support

Parts Replacement

All Customer Replaceable Units (CRU's) - array controller, fans, and power supplies are available for customer replacement during warranty period. Should it be necessary to replace a CRU, a call should be placed to our Telephone Support to request a delivery of the CRU part. Delivery will be on the next business day following the service call being placed prior to 3 p.m. Eastern Standard Time.

When the new part is received, the customer can install it, as defined in the Owners Manual, and return the defective part using the same shipping container. Parts not returned within thirty days will be invoiced to the customer.

We currently use FedEx and UPS as our preferred methods of shipment.

Download RMA Request Form (Adobe PDF)

Please email your RMA Request Form to rma@acnc.com or fax to 412-683-9070.

Telephone Support

Standard Telephone Support services are provided on a live-call basis 5 days a week 9:00 AM - 7:00 PM EST.

When a customer calls Telephone Support, he/she is automatically transferred to the support specialist specializing in the specific discipline required to solve the problem. At no time is the customer required to place second or third calls before reaching a key individual who can work with the end-user until the problem is resolved.

This service is available to all customers and is applicable to every product we sell while a product is still under warranty.

Warranty Support

The warranty program is designed for customers who can perform their own parts replacement on the products that feature full redundancy and Customer Replaceable Units (CRU). This level of service can be enhanced by purchasing on-site spare parts for immediate replacement. All pre-purchased spare parts must be registered with us, and will be upgraded free of charge and replaced next business day when a request is made.

The warranties are as follows:

JetStor III IDE/SCSI 8-bay - 3 years logic, 1 year redundant power supplies, 5 years SCSI drives (IDE drives warranty period varies from 1 year to 5 years)

JetStor SCSI/SATA/IDE 3XX / 4XX RAID - 3 years logic, 3 years power supplies, 5 years SCSI drives, 3 years SATA drives (IDE drives warranty period varies from 1 year to 5 years)

JetStor SATA/SAS 5XX / 6XX RAID / 7XX RAID - 3 years logic, 3 years power supplies, 5 years SAS drives, 3 or 5 years SATA drives

JetStor SATA 405U / 405S / 405U3 / 405E RAID - 1 year

BBM - 1 year

Next business day spare part replacement (unless On-Site Spares) and Standard Telephone Support are provided at no charge during the product warranty period.

Download RMA Request Form (Adobe PDF)

Download Standard Warranty Terms (Adobe PDF)

VAR Support

Login to the AC&NC VAR Support Web Site

As an AC&NC Value Added Reseller, you are authorized to access the AC&NC VAR Support Web Site. If you are an AC&NC VAR and have not been given a username and password, please contact the AC&NC OEM/VAR Sales department at:

(800) 213-2667 Ext 122

support@acnc.com

AC&NC Value Added Reseller (VAR) Program offers many advantages, delivering a unique edge that will differentiate you from the competition.

  • Strong margin potential
  • Sales and marketing tools
  • Pre-qualified sales leads
  • Dedicated VAR sales support
  • VAR web training
  • Lead protection
  • Access to a dedicated VAR support web site
  • Demo purchase programs
  • Reliable VAR technical support

If you would like to become a AC&NC Value Added Reseller, please download and complete the following forms.

Fax completed forms to: 412-683-9070.

Download Authorized VAR Application (Adobe PDF)

Download Credit Application (Adobe PDF)

Download Credit Card Authorization Form (Adobe PDF)

Premium Support

Extended Telephone Support

Extended Telephone Support services are available after business hours, on weekends and holidays. Customer will be provided with the special emergency phone number and an account number which needs to be given to the technical support specialist who answers the call.  We offer 10 incident pack Extended Telephone Support service as well as per incident pricing.

Please contact our pre-sales support department at (800) 213-2667 to discuss pricing.

On-Site Support

On-Site support services are NOT included in warranty and require a Service Agreement. We offer a variety of hardware services, designed to provide optimum equipment performance while minimizing cost. Our standard service program includes next business day Parts Replacement and a Standard Telephone Support, should assistance be required to make a repair. All on-site pricing based on 50 mile radius of a service center and includes travel time portal to portal. Some services exclude Federal Government holidays.

Please call us at (800) 213-2667 for a custom quote that addresses your service needs.

Advanced Disk Drive Replacement

Advanced Disk Drive Replacement is one of AC&NC's service programs available to facilitate prompt replacement of a failed disk drive. The end user that has Advanced Disk Drive Replacement coverage may call AC&NC and request a drive swap-out. AC&NC will provide the end user with a replacement unit via UPS or FedEx. Requests received after 4PM EST, will be handled the next business day. After the new disk arrives at the end user site and is replaced in the RAID array, the defective drive is then sent back to AC&NC within 15 days.

Advanced Disk Drive Replacement service is NOT included in the warranty and requires a service agreement. Please call your sales representative at 1-800-213-2667 for a quote.

Extended Warranty

Optional Extended Warranty Plan is available for all the products we sell. Reduce your direct costs by extending the standard warranty for an additional one or two years. The Extended Warranty Plan eliminates all of the irritations associated with restoring your equipment to peak condition. Make one toll-free phone call to our technical support center, and we will provide fast, efficient service. The Extended Warranty Plan will cover the cost of all covered repairs, and if we cannot repair it, we'll replace it!

  • Guaranteed product performance throughout the term of the service plan
  • Complete protection against unexpected and costly service bills
  • Unlimited service calls
  • Complete parts and labor coverage
  • The Extended Warranty Plan must be purchased at the same time as the equipment it covers.

    Download Extended Warranty Terms (Adobe PDF)

    Storage Consulting Services

    AC&NC has the experience, skill and products to provide solutions to your real-world
    storage issues. We can help apply industry-specific solutions and broader concerns like
    business continuance and disaster recovery. We start by taking a snapshot of your storage
    environment to assess your needs and risks. Then we combine hardware, software and
    services into a unified solution to meet your business requirements.

    Industry Specific Storage Consulting

    Today's solutions for specific storage issues, including video and audio broadcasting, video surveillance and DVRs, healthcare, education and government.

    Storage Architecture Services

    AC&NC can help you evaluate your data center and design strategies to optimize your storage solution. Our experts will help design a new Storage Area Network or re-design an existing one to meet specific business needs.

    Database Optimization

    When your database performance is lagging and queries seem to take forever - give our database gurus a chance to look at the cause and analyze it. Oftentimes, we can offer a solution which will increase database performance by a factor of 10 or better.

    Business Continuity and Disaster Recovery Services

    AC&NC can perform a comprehensive assessment of your current data recovery strategy and help you develop a customized DR plan.

    Data Archiving Services

    Our Data Archiving Services can help you manage your online - near-line - offline data cycle over a pre-determined time span.

    AC&NC consulting services bring additional expertise to your IT organization to help you solve today's storage problems and plan for the future.

     
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