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Support Professional

Small Tree Support Options

  Standard Basic Basic
Extended (1)
Advanced Advanced
Extended (1)
Year One Included 5% 18% 10% 25%
Two Years N/A 13% N/A 22% N/A
Three Years N/A 19% N/A 31% N/A
Years Two & Three N/A 10% N/A 15% N/A
Support Incidents 1 One Standard Incident 2 Two Standard Incidents Two Standard Incidents Unlimited Unlimited
Hardware Replacement Return to Factory Return to Factory Return to Factory Advanced Replacement Advanced Replacement
Shipping UPS Ground UPS 3 Day Select UPS 3 Day Select UPS Next Day Air UPS Next Day Air
Return shipping costs incurred by Customer Customer Customer Small Tree Small Tree
Support Hours 3 9am - 5pm 9am - 5pm 9am - 5pm 7am - 7pm 7am - 7pm
Standard $300 N/A N/A N/A N/A
Extended $450 $300 $300 $150 $150
Excess Hours per incident          
Standard $125 N/A N/A N/A N/A
Extended $200 $150 $150 $100 $100
Severity 1 8 hours 8 hours 8 hours 4 hours 4 hours
Severity 2 Up to 48 hours Up to 48 hours Up to 48 hours Up to 8 hours Up to 8 hours
Severity 3 Up to 48 hours Up to 48 hours Up to 48 hours Next Business Day Next Business Day
Severity 4 Up to 96 hours Up to 96 hours Up to 96 hours Up to 48 hours Up to 48 hours

Severity 1

Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service.

The operation is mission critical to the business and the situation is an emergency. A Severity 1 service request has one or more of the following characteristics:

  • Data Corrupted
  • A Critical Documented Function is Not Available
  • System Hangs Indefinitely, Causing Unacceptable or Indefinite Delays for Resources or Response
  • System Cashes, and Crashes Repeatedly After Restart Attempts

Severity 2

You experience a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Severity 3

You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality

Severity 4

You request information, an enhancement, or documentation clarification regarding your software but there is no impact on the operation of the software.

You experience no loss of service. The result does not impede the operation of a system.

Contact Support

By Email
By Phone  
For US Callers 866-STC-4MAC (866)-782-4622 Option 2
For Callers From
Outside the US
+1 651-209-6509 Option 2

(1) Extended Support provides 12 months of support for equipment that is more than 36 months old
(2) Incident includes up to 3 hours of Small Tree Technical Support
(3) Initial set up support is provided within 60 days of delivery date
(4) Central Time Zone - Daylight savings time is observed from the second Sunday in March through the first Sunday in November

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