Chapter 7. Maintenance, Troubleshooting, and Repairs
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Out-of-Warranty Shipping
All non-warranty units will be shipped back to the purchaser as determined by the
purchaser. Shipping charges to and from Spectra Logic are the responsibility of the
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 time of 48 hours is available for an additional fee. Spectra Logic reserves
the right to either repair or replace the unit.
QuickSwap Service
The QuickSwap program covers the Spectra 2K library for the original return-to-factory
period (three years from the date of shipment) at no cost to the customer. 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 product has malfunctioned, the replacement part or unit
will be shipped to the customer.
• The replacement arrives within five to seven business days. The replacement can be
expedited from the Spectra Logic manufacturing line for an additional charge.
Contact your sales or service representative for more information.
• The customer returns the defective part or unit within 10 days of receipt of the
replacement.
This program begins January 10, 2003. It 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.
