Spectra Logic 10000 - Manual (Page 109)

Chapter 8. Technical Support and Service
109
Contacting Technical Support
Opening a Support Ticket
If you have a problem which cannot be resolved by following any of the suggestions in
Chapter 7. Troubleshooting, contact Technical Support.
Before you contact Spectra Logic Technical Support, ensure that you have the
following information on hand:
• Your Spectra Logic customer number
• Company name, contact name, phone number and email address
• Library model and serial number
• Type of host system being used
• Type and version of operating system being used
• Type and version of backup software being used
• Problem description (type of failure with specific information on the process that
failed)
RMA Returns
If you cannot resolve your library problem after working with a Spectra Logic technical
Support representative, you may want to return the library to Spectra Logic for
servicing.
To return the library for service:
1. Obtain an RMA number from a Technical Support representative.
2. Pack the library in its original shipping materials as described in Packing the
Library for Shipment on page 89. If the library is improperly packed, the library
warranty is void.
3. Send the library to the following address:
Spectra Logic Corporation
Attn: [RMA number]
Suite B
5571 Arapahoe Avenue
Boulder, Colorado 80303 USA
Note: Be sure to reference the RMA number on your library, or its repair
will be delayed.