All Spectra disk systems have a set supportable lifespan. This lifespan is the length of time Spectra Logic will offer a support contract on the unit, including any extensions.
The supportable lifespan is based on the contract start date. With initial system purchase, a support contract may be purchased up to the total length of the Primary Support Phase supportable lifespan. Existing contracts may acquire extensions accumulating to the total length of the Primary Support Phase supportable lifespan. Existing contracts may acquire extension that cross into the Support Continuity Phase lifespan, but only under certain conditions.
Each system has a single support contract, and that system includes, but is not limited to, the master node chassis, hard disk drives, solid state drives, expansion chassis, bezel, network cards, HBA and any other peripherals sold by Spectra Logic for that system.* The supportable lifespan applies to the entire system, including any upgrades purchased after the initial sale and any hardware support replacements. Components, subcomponents and peripherals, including hard disk drives and solid-state drives, for that system may not be transferred to a new or different system at the end of the lifespan or at any other point. Extensions into the Support Continuity Phase are subject to a service continuation surcharge in addition to the cost of renewing the underlying service agreement on the product. During the Support Continuity Phase, Spectra reserves the right to replace failed or compromised components with functionally equivalent components If substitute RMA components are required, the time to resolution may be delayed and resolution may require extended customer migration efforts. Eligibility for a support contract extension into the Support Continuity Phase is subject to a system review, with a maximum extension duration of 12 months at a time, and the extension may be declined with no prior notification.
At the end of your disk systems supportable lifespan, a lifecycle transition is required to move the data to a different or new system with a valid support contract. Any upgrades or expansions cannot move (transfer) to the new system. When the time comes to start planning for a product lifecycle transition, work with your Professional Services engineer to help build out the specific plan to fit the needs of your systems configuration. Our Professional Services group are trained in designing and implementing disk and tape solutions tailored to our customers’ requirements. You can contact our Professional Service engineers via email at email@example.com, firstname.lastname@example.org or call us at 303-449-0160.
Further details on transition: https://spectralogic.com/products/blackpearl-nas/spectraguard-support/.* SMR drives are the exception and the system contract which the SMR drives are directly affiliated with will not be renewed, unless under special circumstances, upon the expiration of the existing Support agreement.