Spectra Logic RXT150 Express Repair Service for RXT Media, Express Repair Service Highlights

Chapter 4. Warranty and Repair

Express Repair Service for RXT Media

Express Repair Service enables the customer to exchange an entire RXT media pack if it requires repair. Express Repair Service is available throughout North America and the European Union. Contact your Spectra Logic sales representative for other locations.

Express Repair Service Highlights

Telephone Support Telephone support for RXT media is defined under Telephone Support in the RXT150 support contract; reference that contract for days and times.

Online Support www.SpectraLogic.com/Support provides extensive product documentation and online training for customer reference.

Express Repair Service Instructions

•Upon verification of required repair, customer ships the media pack to Spectra Logic.

•If the failure was in a SATA drive, Spectra Logic removes the faulty drive, rebuilds the RAID, and returns the media pack to the customer within 48 hours of receiving it.

•If the entire RXT media pack requires replacement, allow for three days build time. Once the replacement is built and tested, it is shipped next-business-day delivery.

Note: Spectra Logic will return a fully functioning media pack with the appropriate RAID level; however, all data on the media will be lost due to the re-manufacturing process.

Assisted Self-Maintenance for RXT Media

Assisted Self-Maintenance (ASM) is a type of technical support that saves time and money, since customers control general maintenance issues themselves. ASM can be purchased to supplement Next Business Day Replacement or Express Repair Service. ASM allows for a select group of parts to be stocked at the customer’s site, allowing customers to make immediate repairs with telephone support from Spectra Logic.

Assisted Self-Maintenance Service Highlights

Basic elements of ASM include field-replaceable parts stocked onsite, one spare drive for each drive type utilized in RXT media, and special tools needed to perform repairs.

Telephone Support Telephone support for ASM is defined under customer’s primary hardware support plan. Reference the existing contract for specific days and times.

Onsite Support Onsite support for ASM is defined under customer’s primary hardware support plan. Reference the existing contract for specific days and times.

Online Support Online training for two individuals each year, as well as access to www.SpectraLogic.com/support, which provides extensive product documentation.

43