SpectraGuard Assisted Self Maintenance Platinum
- 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.
- For parts not included in the ASM parts kit:
- 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.
- Case sponsorship for open support tickets.
- 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.
- Once documentable disaster is established, loaner unit will ship within 24 business hours for use by the customer for up to 3 weeks.
- 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 Product Terms and Conditions.