SpectraGuard Next Business Day On Site
For organizations in need of a cost-effective solution, but not requiring immediate onsite assistance, SpectraGuard Next Business Day On Site provides support during regular business hours and onsite parts replacement the following business day. The standard warranty for all Tape Series libraries includes one year of SpectraGuard Next Business Day On Site.
24 Hour Phone is an available support upgrade for companies in need of 24x7 access to support personnel.
SpectraGuard Same Business Day On Site
A perfect option for businesses requiring a rapid response throughout the business week, and less so on weekends and holidays. SpectraGuard Same Business Day On Site affords the peace of mind of phone support 24x7 combined with a four hour onsite parts replacement feature during your regular business hours.
SpectraGuard Four Hour On Site
High-availability IT environments requiring uptime 24 hours a day, 7 days a week, 365 days a year will find SpectraGuard Four Hour On Site is the ideal support choice. SpectraGuard Four Hour On Site provides phone support and onsite service around the clock. Once a part replacement is deemed necessary a representative will arrive with part in hand within 4 hours, ensuring quick and efficient resolution.
SpectraGuard Assisted Self Maintenance Support (ASM)
When response times are critical and the business impact of downtime severe, our ASM support option can reduce response times to minutes, shortening potential outages dramatically. ASM is an industry-first support supplement which stocks a select group of parts onsite for immediate use should the need arise. This allows customers to complete repairs with the remote guidance of support personnel, and promptly restore operations with the full assurance that onsite support is available if needed. ASM is a perfect supplement to our SpectraGuard Next Business Day On Site, Same Business Day On Site, or Four Hour On Site support offerings.
SpectraGuard Technical Account Management (TAM)
Our Technical Account Management program provides a personalized support service with a single point of contact familiar with the intricacies of your data storage environment. Your Technical Account Manager (TAM) is your personal advocate within the SpectraGuard support organization, accountable to your company for managing and overseeing all technical support activities related to your Spectra product(s). This premium service saves you effort, involvement, and time that could be better spent elsewhere in your data center, allowing you to increase productivity and focus on achieving your core business objectives.
The Technical Account Management program offers three different tiers of service, as we understand the criticality of operations and the extent of resources available to dedicate to service related activities varies by organization.
Advanced - Delivered remotely by a named technical expert at Spectra, you are provided with personalized problem resolution assistance, detailed reporting and analysis of key metrics, and improved visibility and communication regarding the status of your Spectra Logic product(s).
Premium – Building on the operational efficiencies afforded by the Advanced tier, the Premium tier offers the added elements of “Fly & Fix” response in a SEV1 situation, Preventive Maintenance services, as well as an optional, customized training program.
Enterprise – Combine the features and value of the Premium tier with the discerning advantage of a dedicated onsite resource responsible for the daily functioning and maintenance of your products to assure your operations are handled smoothly and seamlessly without engagement of your company’s valuable resources.
Comparison of Support Options for Tape Libraries
Click here to see a chart comparing Support options for your tape libraries.
Note: Not all Support Offerings are available in all areas.