ADARA Customer Care Portal

Not just industry expertise, but knowing how to get issues resolved timely is the ADARA calling card. At ADARA we’re committed to providing industry-superior Service and Support. When you purchase from ADARA, you are entering into a long-term partnership with ADARA, our Customer Care Service team and our Global Support Partners.

Overview

Expert Software Product Support

Our Technical Support Desk (TSD) is the “nerve center” of our support system. 24/7, 365 days a year, our support process provides timely resolution to your product issues. All ADARA products include Standard Software product support, renewably annually, with access to the ADARA TSD during business hours and Software updates. Advanced Enterprise Software Support also features guaranteed SLAs for response times.

Guaranteed Service Levels Escalation for Advanced Enterprise Software Support SLAs
Level P1 Within 60 Minutes (24X7)
Level P2 4 Business Hours (or less)
Level P3 8 Business Hours (or less)

Rock-solid Hardware Warranty and Warranty Upgrades

ADARA products come with hardware warranty and warranty upgrade options. The products come standard with a three year, Return-to-Depot, warranty. Warranty Upgrade Programs range from next business day (NBD) onsite support to 4-hour, same-day, global on-site for every US zip code and 90 countries.

Enhanced Support Coverage Levels Standard Bronze Silver Gold
Available Globally US/Canada Only Yes Yes Yes
Advanced Enterprise Hardware Replacement No Delivered the next business day Delivered the next business day Delivered the next business day and/or Saturday
On-Site Hardware Support & Repair No No Yes, next business day Yes, Within 4 hours
On-Site Spares Option –
Availability of individual parts or entire kit on site for quick replacement
Optional Optional Optional Included