Support Option Features; Opening A Support Ticket - Spectra Logic T-Series Spectra T50e User Manual

Appendix B — Service and Support
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

Service
a
Plan
Support
Staff
Availability
Next Monday –
Business Friday
Day
8am - 5pm
e
Same
24 / 7
Business
Day
e
Four-hour 24 /7
Response
a. For complete service plan and option descriptions, see
b. All times indicated are in local time (the time zone where the library is located).
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. 24 hours a day, 7 days a week.
f. You must telephone Technical Support after submitting the AutoSupport ticket request.
g. 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

Opening a Support Ticket

You can use AutoSupport to open a ticket, if you have AutoSupport
configured.
If you need to open a ticket using telephone, email, or the Spectra Logic
Web site, follow these steps:
1. Note the problem, including what happened just before the failure
2. Gather the following information:
222
User Guide
for additional information.
b
Description
AutoSupport On-Site Service
Response
Monday – Monday – Friday
Friday
8am – 5pm
24 hours a day Monday – Friday
f
7 days a week 8am – 5pm
24 hours a day Around-the-
e
clock service
7 days a week
Advanced Service Options on page
below.
To configure AutoSupport, see
To use AutoSupport, see
occurred.
Your Spectra Logic customer number
c
Dispatch
24-hour
telephone
8am – 5pm
N/A
g
N/A
within four
hours.
Configure AutoSupport on page
Use AutoSupport on page
Support
a
Available Options
ASM AutoSupport
Levels 2 and 3
ASM AutoSupport
Levels 2 and 3
ASM AutoSupport
Levels 2 and 3
226.
Opening a
141.
90970015
d
d
d
135.