SpectraGuard Assisted Self Maintenance Platinum
- Telephone Support
- 24 hours a day, 7 days a week, 365 days a year.
- Parts Replacement
- For parts not included in the ASM parts kit:
- 08:00 to 17:00 during the standard business week of the country where the equipment is registered with Spectra, excluding any nationally-recognized holidays in that location. Standard business week is not to exceed 5 days and the days must be in conjunction with our local service providers' work week. 1
- Next business day delivery of parts. 2
- Parts must ship by 14:30 (Mountain Time) to arrive the next business day. 3
- Expedited delivery may also be provided at an associated cost.
- Parts will be shipped once the troubleshooting steps deemed necessary by Spectra have been completed, and Spectra has determined that a part replacement is required.
- For parts included in the ASM parts kit:
- Parts shipment occurs after confirmation with Spectra of the need to replenish items consumed for repairs. Parts will be shipped for expected delivery to the Customer's site within 5 business days.
- Delivery in certain international locations may require additional time due to transit times and regulatory delays.
- Expedited delivery may also be provided at an associated cost.
- For parts not included in the ASM parts kit:
- On Site Parts Replacement
- A field service representative will arrive after dispatch the following business day 08:00 – 17:00 (local time of equipment site as registered with Spectra), excluding holidays. Dispatches after 17:00 (local time of equipment site) will be considered the next business day.
- Remote Troubleshooting
- 24 hours a day, 7 days a week, 365 days a year.
- Proactive Support Services
- Weekly library log review in monitoring period after case resolution.
- Monthly evaluation of ASL files.
- Advanced Service Management
- Formal status reports provided to all stakeholders.
- Quarterly meetings reviewing opened cases and recent history of the account.
- Assigned Global Technical Support Center Representative
- Case sponsorship for open support tickets.
- Ensures support cases advance in a timely manner, escalating and involving appropriate resources as necessary.
- Reviews historical and environmental elements.
- Facilitates communication during escalated issues.
- Case sponsorship for open support tickets.
- Storage Crisis Lifeline Disaster Recovery Program
- Once documentable disaster is established, loaner unit will ship within 24 business hours for use by the customer for up to 3 weeks.
- The type of loaner unit will be determined by Spectra based on the Customer's needs.
- Remote or On Site installation assistance will be available at the discretion of Spectra.
- Once documentable disaster is established, loaner unit will ship within 24 business hours for use by the customer for up to 3 weeks.
- Field-replaceable Parts Stocked On Site
- A select group of Spectra-owned parts are stocked at the equipment location for immediate use in case of part failure.
- Web Portal – access to the Support Web Portal, knowledge base and online documentation.
- 24 hours a day, 7 days a week, 365 days a year.
- Software and Firmware Upgrades – BlueScale software releases and firmware updates available for the Customer to download and install.
Notes
1 In the United States, the Spectra-observed public holidays are New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Friday following Thanksgiving Day, and Christmas Day.
2 Parts shipping outside of EU countries, Norway, Switzerland and the continental United States may be subject to transit time and/or regulatory delays.
3 The cut off time to ship parts to EU countries plus Norway and Switzerland is 14:30 central European time. Outside of these regions parts may be sourced locally and delivered to Customer's site by local Spectra-authorized field service representative.
Secure sites must have an on site service contract.
All service levels may not be available in all regions. Customer must be within a 50 mile radius of a Spectra-approved partner service center for on site service level response times.
For further details on the terms and conditions of the provision of service please review the Master Services Agreement.