Spectra Logic 10000 manual Advanced Technical Support Options, Advanced Exchange Service

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 counter-to-counter delivery, Spectra Logic will not be responsible for the costs of shipping. (This is the basic definition of the warranty as it applies to the United States and western Europe; for more information, contact Spectra Logic Technical Support.)

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 on-site service provider will be dispatched. When dispatched by 4:00 p.m. (U.S. Mountain Time) on a business day, a field service representative will arrive on site the following business day. (This is the basic definition of this service as it applies to the United States and western Europe; for more information, contact Spectra Logic Technical Support.)

Four-Hour Response On-Site Service

This service includes 24-hour telephone access to a Technical Support representative seven days a week, 365 days a year. Once a Spectra Logic Technical Support representative determines that the library requires repair, an on-site service provider will be dispatched. Once dispatched, a field service representative will arrive on site within four hours of the determination. (This is the basic definition of this service as it applies to the United States and western Europe; for more information, contact Spectra Logic Technical Support.)

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