Appendix A. Service and Support
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Limited Warranty
Next Business Day Replacement Service
The Spectra T24 library is warranted for one year with Next Business Day Replacement
Service.
Next Business Day Replacement Service enables the customer to receive a replacement
unit quickly if the unit requires repair. Next Business Day Replacement is available
throughout North America and the European Union. Contact your local Spectra Logic
sales representative for locations outside of North America or the European Union.
Telephone Support:
Toll free (US and Canada) access to a Spectra Logic support
representative Monday through Friday from 8:00am-5:00pm customer time.
Hardware Replacement:
Upon verification that the unit requires repair, a replacement
unit will be shipped the same day for delivery the next business day. Confirmation that
Spectra Logic hardware requires repair must be established by 2:30pm MST for next
day delivery. Customers do not receive Next Business Day Onsite Service for
replacement components. All replacement components are shipped to the customer.
Spectra Logic is available during the hours listed for telephone support to assist with
the installation of replacement components if needed.
Online Support:
Customers have access to www.SpectraLogic.com/Support for
extensive product documentation and online training.
Requirements for Service
Coverage Area
The library must be located in an approved coverage area. Contact
Spectra Logic Technical Support for coverage verification. If your site is not in an
approved geographical area, you may request approval; the approval may take up to
five business days. Approval is dependent upon your site’s proximity to a major
metropolitan area. Most onsite service contracts are approved for sites located in North
America and the European Union. Contact your local Spectra Logic sales representative
for locations outside of North America or the European Union.
Product Relocation
Relocation of the library without Spectra Logic’s knowledge will
void the support contract unless recertified and approved by Spectra Logic support.
Preventive Maintenance
The customer must clean the library and its drives regularly, as
well as perform other maintenance procedures as directed in product documentation
and/or as directed by Spectra Logic Technical Support.
