SpectraGuard Basic

• 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
• Phone 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.

• 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
• 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. These steps include but are not limited to:

• Customer updating all mandatory firmware and EC levels as determined by Spectra.
• Customer performing all system maintenance recommended by Spectra. This includes, but is not limited to, replacing air filters, drive cleaning.
• Customer providing software logs, hardware logs, and/or traces.
• Customer operates Spectra equipment  within the temperature and humidity tolerances outlined in product user guides and drive generation specifications.
• Installation of certain hardware or software to assist with diagnosis.
• Remote access to Spectra-provided software and hardware.
• If customer refuses this option, Spectra reserves the right to charge for any Service rendered on site which may have reasonably been provided remotely. All charges would be at the then-current rate for said Service.

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.¹

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 Product Terms and Conditions.