Spectra Logic Spectra nTier700, Installation Manual

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Appendix A – Technical Support
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SpectraGuard Classic
SpectraGuard Classic service can be purchased as an upgrade to the SpectraGuard
Standard warranty offering. SpectraGuard Classic service is appropriate for customers
who want on-site service within one business day. A field engineer arrives on-site the
next business day and performs parts replacement.
Service Highlights
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Next Business Day Parts Replacement
—On verification that a part has failed, a
replacement part will be shipped the same day for delivery the next business day to
meet the on-site field engineer. Next day on-site service is available during the
hours listed for telephone support.
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Telephone Support
—Toll-free (US and Canada) access to our highly trained
SpectraGuard Technical Support staff Monday through Friday from 8:00am to
5:00pm, customer local time zone. An exception to telephone support is Spectra
Logic and U.S. nationally recognized holidays.
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Software and Firmware Updates
—Spectra Logic provides updates to software and
firmware as they become available.
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Online Support—
Customers have access to www.spectralogic.com/support for the
SpectraGuard knowledge base and all online documentation.
SpectraGuard Premier
SpectraGuard Premier service can be purchased as an upgrade to the SpectraGuard
Standard warranty offering. SpectraGuard Premier provides enterprise-level support,
including around-the-clock telephone support from highly trained SpectraGuard
Technical Support staff and four-hour on-site support for hardware component
replacement.
SpectraGuard Premier is the ideal service offering for high-availability IT environments
requiring the maximum amount of uptime 24 hours a day, 7 days a week, 365 days a
year.
Service Highlights
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On-site Support
—On verification that the unit has a defective part, this service
provides a four-hour on-site service visit by a field engineer, including evenings,
weekends, and holidays.
For escalated hardware or software issues, this service provides on-site response by
a factory engineer, when necessary and available.
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Telephone Support
—Toll-free (US and Canada) priority call access to a Spectra
Logic support representative 24 hours a day, 7 days a week, 365 days a year.