Support Offerings

Pogo Linux provides many different support packages to keep you covered. Standard support is offered on all Pogo branded servers, storage, and workstations. Additional support offerings can be purchased for an additional fee.

• Standard Support Offering
  • Phone support Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific.
  • Basic re-installation or troubleshooting of Pogo Linux installed operating systems, including Red Hat, CentOS, Debian, and certain versions of Microsoft Windows.
  • Phone and email troubleshooting for hardware related problems.
  • 3-year return to depot repair.
  • Advance replacement RMA parts, usually shipped within 1-2 business days by 2 business day shipping method. Time frame is based on availability and subject to phone-based troubleshooting. Some components may not be eligible for advanced replacement.
  • Systems may need to be returned for depot repair if support technicians cannot adequately determine the root cause of an issue in the field.
  • 3rd party RMA assistance.
• Standard Support with Overnight Parts Shipment
  • Includes all attributes of the standard support offering.
  • Advanced replacement parts are shipped overnight (1 business day), usually within 1-2 business days. Total turn-around time is subject to component availability.
• Standard Support with On-site
  • Includes all attributes of the standard support offering.
  • On-site tech to be dispatched the next business day after a hardware problem is diagnosed.
  • Hardware diagnosis performed by Pogo Linux support team either by phone or email.
  • On-site support does not apply to components that are deemed "field replaceable" such as hot swap hard drives, power supplies, , memory, etc. Components considered catastrophic failures are covered, such as motherboard, CPU, backplane, etc.
• 24x7 Support
  • Includes all attributes of the standard support offering.
  • Hardware troubleshooting and diagnosis available 24x7, 365 days.
  • Advanced replacement parts are shipped overnight (1 business day), usually within 1-2 business days. Total turn-around time is subject to component availability.