Genesen Support Tiers

One of the selling points of the cloud is that the infrastructure is fully supported and baked into the price of admission.

With all Genesen hardware, we offer an unprecedented baked in level of support. But sometimes, our customers need that little extra concierge level of support because their business or organization relies heavily on their infrastructure being available.

As a result, we offer two additional levels of premium support for those organizations that need it.

  • STANDARD
  • Included
  • 5 Years
  • Full Parts Replacement
  • 2 Day Shipping
  • Remote Support
  • Transferable
  • X
  • X
  • X
  • ENHANCED
  • 10%
  • 5 Years
  • Full Parts Replacement
  • 2 Day Shipping
  • Remote Support
  • Transferable
  • Accidental Damage
  • X
  • X
  • PREMIER
  • 20%
  • 5 Years
  • Full Parts Replacement
  • Overnight Shipping
  • Remote Support
  • Transferable
  • Accidental Damage
  • Onsite Support
  • Proactive Part Replacement

SUPPORT TIERS

Click on each tab to learn more.

Standard Support

All Genesen Pro Branded Products come with a standard 5 year warranty that covers all parts against manufacturer defect. This includes case, storage, memory, motherboard, and power supplies.

We also include remote hardware support and will ship out any part deemed defective with two day shipping.

Additionally, the warranty stays with the hardware and is therefore transferable.

For additional details please check out our Warranty Page which details everything you need to know about our Standard service level for all Genesen Hardware.

Enhanced Support

In addition to our Standard Service level components, the Enhanced support tier adds accidental damage coverage to your Genesen Hardware.

This coverage includes damage due to the following:

  • Liquid spills
  • Accidental drops, falls, or other collisions
  • Power surges

This does not cover items typically covered under insurance, such as fires, storms, earthquakes, or other acts of nature.

Premier Support

The Premier support tier is our highest tier support and adds three valuable components to the Standard and Enhanced support tiers.

First, we will ship parts for next business day delivery in the event of a catastrophic failure. This ensures you get your components as quickly as possible to get your system back up and running.

Next, we add onsite support to ensure a qualified technician is addressing the cause and getting you back up and running.

Finally, we monitor your system proactively to look for signs of pending issues with storage and memory and when we are alerted to a potential issue, we proactive replace those components.

FAQ

Frequently Asked Questions

The costs of the additional support tiers is based on a percentage of the overall configuration of your specific Genesen Product.

For most people, the included Standard support tier is more than sufficient. However, to see the additional costs, the best way is to choose your specific configuration and then compare each of the support tiers using the variant selector on the respective product pages.

A good rule of thumb,however, is 10% for the Enhanced tier and 20% for the Premier Tier.

Unlike many cloud providers like Amazon, Microsoft, and Google, Stapel has several transparent methods for contacting us to get a live human to address your support situation.

Take a look at this knowlege base article to learn more.

Contacting Stapel Support

The warranty spells out the rules for how the support tiers are to be honored.

For additional information on those details, please take a look at the Genesen Hardware Warranty Page

There are two term lengths depending on the specific product you purchase.

For Pro Grade Genesen products, the term is 5 years from the date of original shipment. For non-pro grade Genesen products, the term is 3 years from the data of original shipment.

Each add-on support tier, Enhanced and Premier, follows the respective term lenghth, and is concurrent with the original shipment date.

Enhanced or Premier support services can be added up 90 days after the original ship date.

After this period, additional support services outside the Standard Level services will incurr time and materials charges.

After the original term has expired, we offer yearly support extensions. Costs for these extended services are based on market conditions and parts availability.