• Telephone Support
    • 24 hours a day, 7 days a week, 365 days a year.
  • Parts Replacement
    • A replacement part is sent via courier to the Customer’s location. Depending on our Service Partners capabilities in a specific area, a Spectra-authorized partner field engineer, can bring the part to the customer’s location.
  • On Site Parts Replacement
    • A field service representative will be dispatched once troubleshooting steps deemed necessary by Spectra have been completed, and Spectra has determined that a part replacement is required. Dispatch is at the discretion of Spectra and the Customer may be requested to replace the part if appropriate.
    • A field service representative will arrive after dispatch the same business day, within 4 hours, 08:00 – 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.
      • Dispatch must occur by 13:00 (local time of equipment site) to ensure same business day arrival. Any time after 13:00 the field service representative may arrive the next business day within 4 business hours.
      • Customer may request a time of arrival after the four-hour window, provided it falls within the time window specified for this service.
  • Remote Troubleshooting
    • 24 hours a day, 7 days a week, 365 days a year.
  • Proactive Support Services – Not Included
  • Advanced Service Management – Not Included
  • Assigned Global Technical Support Center Representative – Not Included
  • Storage Crisis Lifeline Disaster Recovery Program
    • The type of loaner unit will be determined by Spectra based on the Customer's needs.
    • Once documentable disaster is established, loaner unit will ship within 24 business hours for use by the customer for up to 3 weeks.
    • Remote or On Site installation assistance will be available at the discretion of Spectra.
  • 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 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 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.