• 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. 
  • 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.
  • 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.
  • 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.