Hardware Replacement and System Support C-1
Appendix C
Hardware Replacement and System
Support
C-
Hardware replacement and system support services require a service agreement and
are handled through the Stratus Customer Assistance Center (CAC) or your authorized
Stratus service representative. Support services are facilitated by the Stratus
ActiveService Network (ASN), a worldwide network with secure dial-back capabilities.
If the system is covered by a service agreement, you can receive advanced parts
exchange and support services as outlined in your agreement. Support coverage can
include remote system support and monitoring, telephone support, electronic support
services, and hardware remedial services.
The Stratus service model enables you to replace customer-replaceable units (CRUs)
in accordance with the procedures explained in the documentation provided with your
system. All field-replaceable units (FRUs) require replacement by authorized service
personnel. If you are unsure whether the part needing replacement is a CRU or a FRU,
contact the CAC or your authorized Stratus service representative, or see the following
Stratus web page:
http://www.stratus.com/go/services/ipb
This web page provides links to illustrations of the CRUs and FRUs in Stratus systems.
If you suspect that a CRU has failed, and the system is not covered by a service
agreement but is still under warranty, contact the party from whom you purchased
your system for return instructions. You can also obtain return instructions from:
Your local Stratus sales offices
The Stratus ftServer Service Warranty Parts Replacement Process and Return
Instructions web page at
http://www.stratus.com/go/support/ftserver/warrantyreplace
Your local authorized Stratus service representative
These sources can also provide information about the customer service assistance
options available.
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