Xserve & Xserve RAID Service: Frequently Asked Questions

Repair

  1. How can I tell if my Xserve needs service?
  2. How do I get my Xserve serviced?
  3. Will the data on my Xserve be preserved?
  4. How long will my Xserve service take?
  5. How do I check the status of my Xserve service request?
  6. Can I purchase Xserve parts to have on-hand for any future service?
  7. One of my Xserve accessories isn’t working.  Can I order a replacement?

Warranty

  1. How long is my Xserve covered by Apple’s warranty?
  2. How can I tell if my Xserve is in-warranty?
  3. How much will my in-warranty service be?
  4. What kind of activities will void my warranty?
  5. Can I extend service coverage on my Xserve beyond the warranty?
  6. Does Apple warranty cover my Xserve service?
  7. My Xserve warranty has expired.  What are my service options?

1. How can I tell if my Xserve needs service?
Visit our Xserve Support page for helpful troubleshooting information. If you have reviewed the articles on the website, and you're still not sure whether your Xserve requires service, you can take your Xserve to your local Apple Authorized Service Provider ("AASP") for diagnosis. Alternatively, you can contact Apple. A technical support agent can help you diagnose the issue.

Note:  Diagnostic fees may apply for issues not covered under warranty or the AppleCare Protection Plan (APP).

2. How do I get my Xserve serviced?
Apple may provide service for your Xserve, using one of the following options:

3. Will the data on my Xserve be preserved?
Don't rely on it being preserved. Many repairs require Apple to replace or reformat the hard disk, which will result in the loss of your data. Please make sure you back up your data on a regular basis to minimize your data loss. Apple is not responsible for any damage to or loss of any programs, data, or other information stored on your Xserve while performing service.

4. How long will my Xserve service take?
Service times often depend on the nature of the issue and the availability of service parts at the service location. Be sure to ask how long service will take when you deliver your Xserve for service.

5. What is the status of my Xserve service request?
For service facilitated through Apple, you can check the status of your Xserve service at any time by accessing our easy service status website.

6. Can I purchase Xserve parts to have on-hand for any future service?
Yes, you may purchase AppleCare Service Parts Kits for Xserve and Xserve RAID. More details can be found at AppleCare Professional Support.

7. One of my Xserve accessories isn't working. Can I order a replacement?
Most accessories that shipped with your computer can replaced. Please check out our Online Service Assistant for more information. If you need additional assistance, please contact your local Apple Authorized Service Provider (AASP) or call Apple. A technical agent can help you diagnose the failure and order a replacement part, if necessary.

1. How long is my Xserve covered by Apple's warranty?
Your Xserve is covered by Apple's One-Year Limited Warranty. Warranty service for eligible repairs is available at no charge for twelve months from the date of original retail purchase ("date of purchase").

2. How can I tell if my Xserve is in-warranty?
Your Xserve is covered by Apple's One-Year Limited Warranty for one year from its date of purchase. Apple may need to examine your proof of purchase document to verify your Xserve warranty status.

3. How much will my in-warranty service be?
Warranty service for eligible repairs is available at no charge for twelve months from the date of purchase. However, you will be responsible for all expenses incurred in transporting the Xserve to your local Apple Authorized Service Provider ("AASP").

4. What kind of activities will void my warranty?
Apple's One-Year Limited Warranty for Xserve excludes coverage for damage resulting from a number of events, including accident, unauthorized service and unauthorized modifications. Please review the warranty for further details. If damage is outside the scope of warranty coverage, service may still be provided through an Apple repair center, but all service charges will be your responsibility. In such an event, you will be asked to approve the estimated charges and accept the terms and conditions for service before authorizing the repair.

5. Can I extend service coverage on my Xserve beyond the warranty?
The AppleCare Professional Support extends hardware repair service and technical support coverage to three years from the Xserve's date of purchase. Apple-certified technicians provide onsite response within four hours* during business hours and next-day onsite response when you contact Apple after business hours. The AppleCare Premium Service and Support Plan must be purchased while the Xserve is covered under Apple's One-Year Limited Warranty.

(* Note: Represents typical response times. Actual onsite response time and availability of onsite service depend on location.)

6. Does Apple warranty cover my Xserve service?
For Xserves under Apple's One-Year Limited Warranty, Apple warrants against defects that arise from service performed for 90 days from the date of service or for the remaining period of the warranty, whichever provides longer coverage for you. For Xserves not under Apple's One-Year Limited Warranty, Apple warrants against defects that arise from service performed for 90 days from the date of service.

7. My Xserve warranty has expired. What are my service options?
If your warranty has expired, you still have access to all available service options, but you will be responsible for the cost of service, including parts, labor, shipping (if any) and applicable taxes. AppleCare or your AASP representative will provide you with an estimate of service costs before receiving your authorization to perform service.

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