Worldwide End-User
Standard Limited Product Warranty
Rev.23, Effective: June 10, 2008
Page 3 of 6
W00023
Removal, shipment to Quantum shipping insurance and loss or damage of the failed Product or Part, as well as the installation and configuration of
the replacement Product or Part is the responsibility of the End User. The customer may choose an on-site field call at the then-current price for
removal and installation of the replacement Product or Part. Products, Parts and Repairs shipped to the End User by Quantum, shall be freight
prepaid by Quantum. Responsibility for loss or damage shall be on Quantum. Quantum shall not be responsible for any handling fees, import duties
or tariffs, or delays as a result of customs.
FastExchange: FastStor1, FastStor 2, and Scalar 24 product lines
For Products that require repair during the term of this Limited Warranty, Quantum will arrange for shipment of a replacement Product or Part at
Quantum’s discretion on a FastExchange basis. The unit will be dispatched within 24 hours of Quantum determining that the unit is defective.
Provided a customer contacts Quantum and completes all of the necessary paperwork prior to 1PM Mountain Standard Time, Quantum will ship the
replacement Product or Part the same day, which will arrive within 24 hours at the customer site.
FastExchange Products or Parts will be provided by contacting the Quantum Customer Support Center who will:
i.
Diagnose the problem
ii.
Ship a replacement Product or Part to the End User
iii.
Issue a Return of Materials Authorization (RMA) Number
If the carrier has an unforeseen event that delays the shipment, Quantum cannot guarantee that the unit will arrive within the 24-hour window.
Customers should not assume that the time of contact with Quantum dictates the time of shipment.
PLEASE NOTE -
The 24-hour FastExchange is
available ONLY in North America, the European Union, Switzerland, and Norway. In countries where FastExchange is not yet available, Quantum
offers the best available exchange, or return to depot repair dependent upon local restrictions, for your replacement unit.
Bronze Support-Next business day Response: Scalar i2000, Scalar 10K, Scalar 100, PX500-Series, PX720, DX30, DX100, M1800, M2500
Warranty Claims
For Products that require repair during the term of this Limited Warranty, Quantum will dispatch a Field Service Engineer the following business day
after receipt of your call. Next business day response times are subject to End User location, End User availability, parts availability and resource
availability.
Next business day response will be provided by contacting the Quantum Customer Support Center who will:
i.
Diagnose the problem
ii.
Ship a replacement Field Replaceable Unit (FRU) and/or dispatch Quantum or a Quantum Service Partner to the equipment site
Next business day CRU replacement and next business day onsite FRU replacement: Scalar i500, DXi3500 and DXi5500
For Products that require repair during the term of this Limited Warranty, CRU components will be replaced by the customer, the replacement part
will be shipped to the customer the next business day. For FRU components, Quantum will dispatch a Field Service Engineer the following business
day after receipt of your call. Next business day response times are subject to End User location, End User availability, parts availability and
resource availability.
Next business day response will be provided by contacting the Quantum Customer Support Center who will:
i.
Diagnose the problem
ii.
Ship a replacement Customer Replaceable Unit (CRU), for replacement by customer
or
iii.
Ship a replacement Field Replaceable Unit (FRU) and/or dispatch Quantum or a Quantum Service Partner to the equipment site
Guardian One-Year On-site: DX3000, DX5000, DPM5500 Warranty Claims
With StorageCare™ Guardian installed, 5x9 next business day on-site target response for the chassis, raid controllers and Optyon adapters; and
Rapid Exchange³ for the power supplies, fans and disk drives. DPM5500 software warranty is one-year 5x9 telephone support. Warranty support will
be commercially reasonable effort if StorageCare™ Guardian is not installed.
StorageCare™ Guardian is a remote monitoring and diagnostic solution that enables Quantum to proactively monitor the health of Quantum
products. It uses diagnostic data to predict possible failures and determine whether or not the problem involves a Quantum product or other critical
component in the customer’s backup environment.
Please note that 5x9 next business day response is available in many regions around the world, but where not available, the warranty is Rapid
Exchange for customer replaceable units after technical support determination of unit failure. Rapid Exchange is shipment of parts within two (2)
business days after receipt of the call. On-site response may be available at an additional charge.
Replacement Products or Parts
shall be furnished on an exchange basis and may be either new or reconditioned as new. Quantum offers the best
available exchange for your replacement parts. Customer may have to act as the importer of record.
