Chapter 6. Warranty and Repair
43
purchaser. International customers with non-warranty units are responsible for
customs and duties charges coming into the United States as well as charges on
returned products into their own countries.
Out-of-Warranty Turnaround Time
The non-warranty turnaround time is two weeks from receipt of the unit. An expedited
turnaround of 48 hours is available for an additional fee. Spectra Logic reserves the
right to either repair or replace the unit.
QuickSwap Service
QuickSwap service enables the North American user of a new DAStape to receive
replacement parts or a replacement unit in a timely manner. The program includes:
• Access to a Spectra Logic Technical Support representative any business day (not
including evenings, weekends or holidays) from 8:00 a.m. to 5:00 p.m. Mountain
Time (MT).
• Upon verification that the unit has malfunctioned, the replacement parts or unit will
be shipped to the customer. If Spectra Logic receives notification before 2:30 p.m.
MT for the unit (and 4:30 p.m. MT for parts), the shipment will go out that same
day.
• The replacement is shipped ground delivery via a carrier and service deemed
appropriate by Spectra Logic. The customer has the option to upgrade to priority
delivery for an additional charge. Check with Spectra Logic Technical Support
personnel for details.
This program covers the product for the original return-to-factory period (three years
from the date of shipment) at no cost to the customer.
Advanced Service Options
There are three advanced technical support services available on a contractual basis.
• Advanced Replacement Service
• Next Business Day On-Site Service
• Four-Hour On-Site Service
Please contact Technical Support for the contract pricing for these options.
