Overview
The purpose of this document is to highlight Procurri TSS’s battery, SSD and consumable policy. This document is a general guideline and is subject to OEM limitations and general industry practices. Procurri TSS specific Maintenance T&C’s defining limitations can be found here:
https://www.procurri.com/terms-conditions/maintenance
Enterprise systems typically provide 60-90 day warnings that consumables are due for replacement. This typically gives enough time to plan for and procure replacement parts as a separate Time & Material activity to the maintenance contract. The SLA associated with replacements of Batteries & Consumables is Next Business Day or Reasonable Endeavours based on the consumable needed and the location of service.
Procurri Hardware Break/Fix maintenance support does not include the replacement of batteries or any consumables that have a finite life within the system. Consumables are defined as any part or component that is used by the equipment over its life. Consumables are supported as T&M and are chargeable. This includes, but not limited to:
Batteries:
Due to limited shelf life, batteries are not locally stocked and as a result the delivery SLA is “Reasonable Endeavours”, not the SLA of the Service contract, (typically 4-5 business days).
The following Batteries are covered for electronic failure on a “Reasonable Endeavours” basis if the asset is under contract.
- Cache Batteries ** Exclusions apply
- CMOS Batteries
- Uninterrupted Power Supplies (UPS) * as per contract or SOW
** Cache batteries in models with release dates less than three years are not covered and are subject to be replaced at a T&M charge
The following Batteries that fail due to ‘end of life’ are not covered and are subject to be replaced at a charge, via a T&M ticket (SLA does not apply).
- Standby Power Supplies (SPS)
- Battery Backup Units (BBU)
- Uninterrupted Power Supplies (UPS)
Solid-State Drives
SSD’s are classed as a consumable and are not covered. Policy is invoked when the device has reached its maximum read/write usage limit, then the SSD is referred to as ‘end of life’. Replacement of an EOL SSD is on a T&M bases (SLA does not apply), unless covered in a separate Partner agreement, MSA or SOW. SSD’s that are replaced under the terms of this policy are covered under warranty for the duration the asset is covered under an active Procurri Maintenance contract.
Networking/Server
SFP’s / transceivers are not covered, customer to provide or Procurri can replace under a T&M bases, unless covered in a separate Partner agreement (SLA does not apply).
Graphics Processing Unit (GPU)
GPUs are not covered; replacement is chargeable via a T&M ticket, unless covered in a separate Partner agreement, MSA or SOW (SLA does not apply).
Tape Storage Systems: – Not Covered
- Tape Media
- Tape Library/Drive components that mechanically fail due to improper cleaning practices (i.e. using dirty media)
Printers – Not Covered
- Ribbon
- Ink / Toner / fuser
- Rollers
General/Peripherals – Not Covered
- Ethernet Cables
- Console Cables
- Power Cords
- Mounting Hardware
- Cosmetic items
- External peripherals (SD cards (EOL), SSD (EOL) or monitors etc.)
Implementation of this policy is December 1st 2024