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SpectraGuard Same Business Day On Site

  • 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. 1 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 Product Terms and Conditions.