ASSIST-GOLD-1Y ICD Assist+ Remote Support Gold – 1 Year

ICD Assist+ Remote Support Gold — 1 Year

Expert remote support for your server estate.

Direct access to ICD engineers for diagnosis, configuration and troubleshooting across your fleet, without an on-site visit. Ideal alongside an existing OEM warranty, or where your team handles hardware but needs senior escalation.

Replacement parts and on-site labour are not included.

Service level — Gold

What is included

• Direct access to ICD senior engineers
• Fault diagnosis and root-cause analysis
• Configuration, firmware and BIOS guidance
• Escalation support during incidents
• Health reporting on the covered estate

What is not included

• Consumables and wear items beyond rated life (batteries, backup media)
• Operating system and application software support
• Data backup, recovery or migration
• Physical, accidental, electrical or environmental damage
• Failures caused by non-ICD parts or unauthorised modification
• Site relocation

Before coverage starts

Coverage begins after an ICD health assessment of the covered systems. Any component found defective or end-of-life at assessment is excluded until repaired or replaced.

Annual spare-parts liability is capped at the annual coverage fee; value above the cap is billed at ICD cost or shared by prior written agreement. Full terms: ICD Care+ Service Terms.