Documentation

Cleversafe Dispersed Storage™ system documentation is easily accessible, providing information to help you install, configure and manage your Cleversafe system.

 

Cleversafe Dispersed Storage™ system

Cleversafe Dispersed Storage™ documentation is easily accessible, providing information to help you install, configure and manage your Cleversafe system. Please use this documentation as a first resource when building your Cleversafe system.

 

Reference Documents

 

License

Commercial License

 

 

Training & Education

Cleversafe offers system training to help customers and resellers understand the ins and outs of installing, configuring and managing a Cleversafe system.

 

How to implement Cleversafe storage systems

Cleversafe offers instructor-led education and training services to you along with resellers and partners for a fee. The education services cover topics such as architecture, implementation, usability and troubleshooting of a Cleversafe storage system. Cleversafe resellers and partners will be expected to complete a certification procedure after receiving training, in order to offer the most effective implementation services to you as a customer.

 

Interested in Training & Education?

Please contact us to schedule a training session on the Storage Internet and Dispersed Storage™ system designed to meet your needs, or to find out what educational classes we have scheduled.

Contact us for Training & Education

 

Customer Support

Cleversafe products have been designed from the ground up with integrated features designed to deliver maximum reliability, availability and security. However, Cleversafe understands that technical operations are critical to your business. Along with our partners, we are providing world-class technical support for your critical digital assets.

 

Technical Support

As a Cleversafe customer, you'll receive technical support for product components that you have purchased. The following services are provided:

  • Problem management, troubleshooting and system diagnosis
  • Hardware maintenance, with optional advanced replacement
  • Software maintenance (including software fixes, patches and upgrades)
 

Cleversafe offers you this technical support free of charge for the first 90 days after implementation. Beyond the first 90 days, you can elect to continue receiving technical support for your Cleversafe components based on a standard maintenance fee. Please contact Cleversafe sales to discuss Technical Support terms and fees.

 

Levels of Support

Problems you report to Cleversafe Support are assigned a severity level based on the impact to your business operation. The severity level structure is defined as follows:

Severity Level 1

A Cleversafe product problem results in a complete loss of service; your business operation cannot reasonably continue and the operation is mission critical to the customer. No acceptable workaround exists for the problem.

Severity Level 2

A Cleversafe product problem results in a severe loss of service and no acceptable workaround exists; however, your operation can continue in a restricted manner or degraded mode.

Severity Level 3

A Cleversafe product problem results in a minor or no loss of service; however, you experience an inconvenience.

Problem severity levels are established by you in conjunction with the reseller support staff and the Cleversafe Support staff. Problem severity levels can change with mutual agreement between all parties and Cleversafe’s Support staff will respond to your problems based on severity of the issue.

 

Field Support

Cleversafe offers you advanced replacement services for hardware components that are covered under the standard or extended warranty periods if you are under a support agreement and have paid the annual maintenance fee. The advanced replacement service makes a pool of hardware components available to ship on a next business day schedule directly to your location that has experienced a failing hardware component in an installed Cleversafe product. The advanced replacement service is available to you as part of the purchase of a support agreement from Cleversafe or from a Cleversafe reseller or partner. If you choose not to pay the annual maintenance fees, you can get failed components repaired/replaced by shipping the component back to Cleversafe’s contract manufacturer and waiting for the repair period.

In order to receive an advanced replacement part, Cleversafe must create an RMA record with our component supplier and the customer must return the failing component in a reasonable time frame using return shipping materials. Please contact Cleversafe Support to report the problem and obtain an RMA record.

 

Online Support

Cleversafe offers online support to you for reporting problems on a 24x7x365 basis by sending an e-mail to support@cleversafe.com. A Cleversafe support representative will respond to your service request in a prompt manner.

 

Warranty and Offerings

Cleversafe’s products are offered to you with standard warranty support. You can purchase extended years of hardware warranty support for a fee. Please contact Cleversafe Support to determine the extended warranty support fees and conditions.

Accesser® Appliance

  • Standard two-year limited warranty, return to factory
  • Optional extended warranty and advanced replacement service

Slicestor® Appliance

  • Standard two-year limited warranty, return to factory
  • Optional extended warranty and advanced replacement service

Cleversafe dsNet® Manager Appliance

  • Standard two-year limited warranty, return to factory
  • Optional extended warranty and advanced replacement service