Spectra Logic 10000 - Manual (Page 108)

Chapter 8. Technical Support and Service
108
Advanced Technical Support Options
Advanced Exchange Service
Advanced Exchange service includes access to a Spectra Logic Technical Support
representative from 8:00 a.m. to 5:00 p.m. (Mountain Time) on any business day (not
including evenings, weekends, or holidays). This service also includes shipment of a
replacement library upon verification that the library purchased has malfunctioned. If
Spectra Logic receives notification before 2:30 p.m. (Mountain Time), a replacement
unit can be shipped the same day for delivery the next business day. Replacement units
will be shipped via a carrier and service deemed appropriate by Spectra Logic. If the
user prefers special shipping arrangements like Saturday delivery or counter-to-counter
delivery, Spectra Logic will not be responsible for the costs of shipping. (This is the
basic definition of the warranty as it applies to the United States and western Europe;
for more information, contact Spectra Logic Technical Support.)
Next Business Day On-Site Service
This service includes telephone access to a Technical Support representative from 8:00
a.m. to 5:00 p.m. (U.S. Mountain Time) Monday through Friday, excluding Spectra
Logic holidays. Once the Spectra Logic Technical Support representative determines
that the library requires repair, an on-site service provider will be 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. (This is the basic
definition of this service as it applies to the United States and western Europe; for more
information, contact Spectra Logic Technical Support.)
Four-Hour Response On-Site Service
This service includes 24-hour telephone access to a Technical Support representative
seven days a week, 365 days a year. Once a Spectra Logic Technical Support
representative determines that the library requires repair, an on-site service provider
will be dispatched. Once dispatched, a field service representative will arrive on site
within four hours of the determination. (This is the basic definition of this service as it
applies to the United States and western Europe; for more information, contact Spectra
Logic Technical Support.)