DC Assist is all about providing a new level of service to our customers. For on-going support, customers can now leverage the expertise and additional resources available from the DC Services Center. 

For customer's of Dedicated Computing seeking on-going support of their DC systems, click the Contact DC Services button to connect with the DC Services Team.

1-Year Warranty

Click here to read the details of Dedicated’s one-year limited warranty

Post Warranty Contract

After the standard warranty has expired, customers of Dedicated can extend their coverage with a Post Warranty Contract. This is a fixed rate that is proposed for specific items after the initial warranty period is expired. This involves the analysis of service costs on the item while it was in the warranty period. It is a single fee for each repair request that is returned for repair. This only applies to repairs and not for upgrades.

Warranty Plus

Since Dedicated works with highly complex computing solutions, oftentimes customers are asking for warranty coverage beyond the initial standard warranty. The Warranty Plus option allows customers to request multi-year coverage for specific products at the time of production. Warranty Plus service agreements are analyzed on an individual basis for cost and pricing set forth by the Services Management Team.

Time and Material Repair

 For customers requiring service on products not covered under warranty, they leverage the Dedicated services team for Time and Material Repair. This option allows for the processing of repairs without a service contract for items that Dedicated Computing has manufactured. There is no agreed upon turn-around time and the labor, packaging and part pricing is at the current rate at the time of the repair. To learn more or issue a Service Request, click here.

On-site Repair

If on-site repairs are necessary, Dedicated will deploy certified technicians to a customer’s location to perform the necessary repairs or upgrades. On-site repairs are handled on a case-by-case scenario, and require a two-system minimum. Sufficient lead time is often required for planning and the ordering of any necessary parts. On-site Repair services will be led by the customer’s assigned Project Management team and quoted once the requirements and expectations are known.

Expedited Repair

This service allows for the facilitated repair processing of customer’s products that are required to be repaired in an abbreviated time period. Once Dedicated has received the product, this service allows for the immediate scheduling and repair to be performed in, at least, less than half of the normal repair time.

The Expedited Repair service is an additional fee that is applied when customer’s request their repair be expedited earlier than the standard 30-day turn-around time for Warranty/Post Warranty covered items, and 90-day for Time and Material repairs. This additional fee is per item which is added to the service agreement regardless of the item category. If the requested date is within the normal turn-around time for the category, the fee will be assessed.

Advanced Replacement Pool Management

For customer’s requiring immediate replacement units, Dedicated offers our Advanced Replacement Pool Management service. This service provides the customer the back-up and use of identical compute systems being stored, prepared and shipped directly from the Dedicated Computing facility to any location overnight. This service agreement will be added to the Warranty or Post Warranty Contract on an annual basis and represents an annual storage fee/per item and a cycle fee that is assessed each time that item is requested to be shipped.

This service is available only for items covered under warranty, and involves the pre-inventory technical review, inventory entry processing, maintenance, order processing, transportation assignment, and the inventory revision monitoring.

Repair of Non-DC Compute

This service is used by Warranty and Post Warranty Contract customers that have compute systems and accessories that were not manufactured by Dedicated Computing.

This service is identified in advance of the initial item RMA. The Dedicated Computing Repair Center will evaluate and repair non-Dedicated Computing manufactured compute, assuming that the expected repair guidelines meet with our repair center standards. This service can include warranty processing assistance and the repair of the items when the requirements for the repair and the testing are determined in advance of the repair. For more information and pricing, click here.

Scrap / Recycling

This service allows for the proper disposal of the Dedicated Computing systems be done in accordance with the NIST-800-88 guidelines and includes the documentation required by deeming authorities.

When customers of Dedicated Computing request that systems they’ve deemed as non-repairable be properly disposed of, our team coordinates the proper physical destruction and retirement of their systems. This includes hard drive disposal that meets the NIST 800-88 guidelines for physical destruction. (An additional fee will be assessed if a certificate of disposal is required). For more information and pricing, click here.

Customized Packaging

Customers requiring unique packaging or special labeling that differs from the original manufacturing process can leverage Dedicated’s resources for custom labeling and packaging. Contact our Services Department with your special requirements for an assessment and estimate.

Parts Harvesting

This service assists customers with extending the useful life of items by harvesting 'good' components from units being requested to be scrapped. For Dedicated Computing customers on a Warranty or Post Warranty Contract Agreement, Dedicated can remove a defined set of components from units that are being disposed of. These parts are tested, inventoried, and used in the future on customer-designated systems. For pricing and more information, contact our Services Department.

System Upgrades

This service is utilized when a customer wishes to upgrade a set of two or more systems. Dedicated’s team of resources and project management teams research the necessary parts and components, then prepares a timeline and estimated cost associated for the upgrades. All system upgrades are funneled through the Project Manager and Account Manager. For more information on System Upgrades contact your Account Manager. If unknown, click here to contact our Services Department.

Technical Manual

For a small fee, customers of Dedicated Computing can request the formalized document that contains the set-up information that the development team records upon the development and launch of a new system. These configuration settings are helpful when the Technical Support Specialists are interfacing with our customers while troubleshooting and also useful to pass along to their repair center staff to minimize the no problem found incidents. Request a Technical Manual by clicking here.

Customer Training

This service is often used to train our customers' repair services team with the methods utilized by our own Repair Center. This training is helpful for identifying commonly experienced repair processes. This training is offered as-needed, but helps with customer's repair center in order to minimize their customer's downtime. It utilizes quality metrics to determine targeted failure modes and is customized to meet the customer's specific needs and to promote other services that we have available

24x7 Help Desk Services

This service is available for Warranty and Post Warranty contract customers. 24X7 Help Desk Services can be selected at a platform level to allow for the 24X7 access to the Dedicated Computing Technical Support Staff. For non-Warranty customers, technical assistance is available during our normal business hours. For pricing and more information, click here.