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For customers requiring more support, Avocent offers Gold Maintenance for hardware in one-, two- or four-year periods. Gold Maintenance delivers 24x7 Anytime Access to Avocent's technical support team. Gold Maintenance also supplies Advanced Hardware Replacement with a next-business-day RMA. With Advanced Replacement, the customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent. Response time is based on severity level, with Level 1 and 2 incidents receiving a 2-hour response time and Level 3 and 4 incidents receiving an 8-hour response time. Media retention is offered as an option for Gold Maintenance plans for SwitchView SC and Avocent Universal Management Gateway, but it requires a separate SKU to be added to the order.