• 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.

• 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.
• Expedited delivery may also be provided at an associated cost.
• On Site Parts Replacement
• A field service representative will be dispatched once troubleshooting steps deemed necessary by Spectra have been completed (see above under Parts Replacement section), 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 within 4 hours including evenings, weekends and holidays.
• Customer may specify a time of arrival after the four-hour window.
• 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
• 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.
• 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 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.