Telephone Support

  • 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.
    • Support for all locations is provided by Spectra U.S. and is in English language only.
  • Spectra offers an uplift to 7X24 Phone Support for an additional charge.

Parts Replacement

  • 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.  
  • Parts Shipment within 48 hours of diagnosis of failed FRU component.  (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.)

On Site Parts Replacement

Customer replaces the defective component and returns to Spectra Logic as described in the included RMA information.

Remote Troubleshooting

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. 

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 – 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, the Friday following Thanksgiving Day, and Christmas Day.

Secure sites must have an on site service contract.

All service levels may not be available in all regions.

For further details on the terms and conditions of the provision of service please review the Master Services Agreement.