Chapter 8. Technical Support and Service
Advanced Technical Support Options
Advanced Exchange Service
Advanced Exchange service includes access to a Spectra Logic Technical Support representative from 8:00 a.m. to 5:00 p.m. (Mountain Time) on any business day (not including evenings, weekends, or holidays). This service also includes shipment of a replacement library upon verification that the library purchased has malfunctioned. If Spectra Logic receives notification before 2:30 p.m. (Mountain Time), a replacement unit can be shipped the same day for delivery the next business day. Replacement units will be shipped via a carrier and service deemed appropriate by Spectra Logic. If the user prefers special shipping arrangements like Saturday delivery or
Next Business Day On-Site Service
This service includes telephone access to a Technical Support representative from 8:00 a.m. to 5:00 p.m. (U.S. Mountain Time) Monday through Friday, excluding Spectra Logic holidays. Once the Spectra Logic Technical Support representative determines that the library requires repair, an
Four-Hour Response On-Site Service
This service includes
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