QUANTUM / APPLE JOINT PRODUCT SUPPORT PROGRAM
Quantum / Apple Joint Product Support Program
Overview
QUANTUM and Apple have agreed to a cooperative support relationship for QUANTUM‟s StorNext and Apple‟s Xsan products. This means joint customers are assured that both companies will work together to resolve any technical issues with our respective products.
Xsan Controlled SAN File System
In the case of the joint customer having an Xsan controlled SAN file System, (i.e. Xsan runs the main server or Meta Data Controller), then Apple should receive the first call. If QUANTUM does receive the first call QUANTUM will start a case report and try to determine if the issue is related to the QUANTUM portion of the install. If after some investigation it is determined that an Apple case remedy is required, then QUANTUM shall notify the Apple Technical Support Contact, and shall provide the customer‟s information. Apple shall contact the joint customer in accordance with that party's customer support and/or maintenance agreement with the joint customer. QUANTUM shall continue to be available to provide information and/or assistance, as reasonably necessary.
StorNext Controlled SAN File System
In the case of the joint customer having an StorNext controlled SAN file system (i.e. StorNext runs the main server or Meta Data Controller), then QUANTUM should receive the first call. If Apple does receive the first call Apple will start a case report and try to determine if the issue is related to the Apple portion of the install. If after some investigation it is determined that an QUANTUM case remedy is required, then Apple shall notify the QUANTUM Technical Support Contact, and shall provide the customer‟s information. QUANTUM shall contact the joint customer in accordance with that party's customer support and/or maintenance agreement with the joint customer. Apple shall continue to be available to provide information and/or assistance, as reasonably necessary.
Cooperation Effort Between Apple and QUANTUM
If, after making reasonable but unsuccessful efforts to provide a case remedy, the parties shall then endeavor to share information and use cooperative efforts to determine and/or isolate the cause of the case report. The party in whose product the cause is isolated shall deliver or implement a timely case remedy; the other party agrees to use reasonable efforts to supply information, assist, and confirm the case remedy. Apple and QUANTUM are responsible for support and maintenance of its own products, and are not authorized to support or maintain the products of the other party.
Closing a Case
The consent of a joint customer shall be required to close a case.
Digital Media Storage Solution Installation Guide | 16 |
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