Standard Service - Spectra Logic T-Series Spectra T50e User Manual

Standard Service

The standard Next Business Day On-Site service supplied with the
standard warranty, as it applies to the United States and the European
Union, is described here:
AutoSupport
AutoSupport is a technical support feature. Level 1 AutoSupport (the
current release) is included with your library purchase. It must be enabled
by entering an activation key code and configured with your data center
information and the profiles of data center staff who attend to the library.
Then, if an issue needs attention, data center staff can use the AutoSupport
ticket wizard to quickly and easily contact SpectraGuard.
For instructions on configuring and using AutoSupport, see
AutoSupport on page 135
December 2008
Telephone access to a Technical Support representative from 8:00 a.m.
to 5:00 p.m. local time Monday through Friday, excluding Spectra Logic
holidays.
If the SpectraGuard Technical Support representative determines that
the library requires repair, an on-site service provider is dispatched.
When dispatched by 4:00 p.m. (U.S. Mountain Time) on a business day,
a field service representative will arrive on site the following business
day.
Note: Spectra Logic opens support tickets during regular business
hours—from 8:00 a.m. to 5:00 p.m. U.S. Mountain time, Monday
through Friday.
If your problem needs attention outside of those hours,
and you have an Advanced Service contract granting you
24-hour telephone support (see
Options on page
SpectraGuard Technical Support in addition to
submitting the AutoSupport ticket.
Advanced Service
226), then you need to telephone
and Use AutoSupport on page
Repair Policy: Warranty
Configure
141.
Spectra T50e Library
225