If You Have A Problem With Your Library; Support Option Features - Spectra Logic T-Series Spectra T200 User Manual

Appendix C — Service and Support
I Y H
F OU AVE A
Before taking any action with SpectraGuard Technical Support, attempt to
resolve the problem yourself using the following steps:
1. Review the System Messages, if possible (see
2. Review and follow any troubleshooting procedures applicable to your
If the problem is still unresolved, contact SpectraGuard Technical Support.
Note that the type of response you receive depends on your level of service
contract and the method you use to contact Technical Support. See
Option Features

Support Option Features

a
Service Plan
Support
Staff
Availability
Next Monday –
Business Day Friday
8am - 5pm
Same
24 hours a
Business Day day, 7 days
a week
Four-hour
24 hours a
Response day, 7 days
a week
a. For complete service plan and option descriptions, see
b. All times indicated are in local time.
c. Service is dispatched after the problem is diagnosed by SpectraGuard staff and within the set dispatch hours.
d. AutoSupport Levels 2 and 3 are not currently available.
e. You must telephone Technical Support after submitting the AutoSupport ticket request.
f. Service is dispatched on the same day if the problem is diagnosed before 1 p.m., otherwise dispatched by noon the next business
day.
When you contact SpectraGuard Technical Support, they open a support
ticket to track your problem and resolution in detail. See
Support Ticket on page
338
User Guide
P W
ROBLEM ITH
page 240), and take any action described in the message(s).
problem (see Chapter 11 – Library Troubleshooting
Drive Troubleshooting).
for additional information.
b
Description
AutoSupport
Response
Monday –
Friday
8am – 5pm
24 hours a day
e
7 days a week
24 hours a day
e
7 days a week
Advanced Service Options on page
Y L
OUR IBRARY
On-Site Service
c
Dispatch
Monday – 24-hour
Friday telephone
8am – 5pm
Monday – N/A
Friday
f
8am – 5pm
Around-the- N/A
clock service
within four
hours.
339.
Checking Messages on
and Chapter 12 –
Support
a
Available Options
AS AutoSupport
M Levels 2 and 3
AS AutoSupport
M Levels 2 and 3
AS AutoSupport
M Levels 2 and 3
343.
Opening a
91090000
d
d
d