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SpectraGuard Technical Account Management (TAM)

SpectraGuard Technical Account Management is available as supplemental coverage only. This add-on service must be paired with a Next Business Day On Site w/ 24 Hour Phone or Four Hour On Site service contract.

  • Telephone Support – Governed by base service level.
  • Parts Replacement – Governed by base service level.  
  • On Site Parts Replacement – Governed by base service level.
  • Remote Troubleshooting – Governed by base service level.
  • 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.
  • Storage Crisis Lifeline Disaster Recovery Program – Governed by base service level.
  • Field-replaceable Parts Stocked On Site – Not Included 
  • 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 Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday following Thanksgiving, Christmas Day.

2 Parts shipping outside of EU countries, Norway, Switzerland and continental U'nited States may be subject to transit time and/or regulatory delays.

3 EU countries plus Norway and Switzerland cut off time to ship parts 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.