StorageCare™ Services offer a comprehensive range of enhanced, on-site service and support options for Quantum disk-based backup system products. Not only will you enjoy the added dimension of data protection, StorageCare Services will also protect against the negative impact of extended downtime.
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| Support Options |
Quantum offers tiered hardware support plans to meet a variety of budget and availability requirements.
- Gold Support Plan:
- Quantum's Gold Support Plan provides a leading class of service for organizations with around-the-clock high-availability requirements or complex IT environments. The Gold Support Plan provides on-site support 24 hours a day, seven days a week, with a four-hour target response time. Gold customers also have priority access to Quantum's expert telephone support.
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Gold Support Plan Highlights
- 24x7 on-site support
- Four-hour target response time for on-site support
- 24-hour telephone support
- Priority call handling
- Silver Support Plan:
- Quantum's Silver Support Plan is designed for mid-size to large enterprises that want to complement their in-house technical capabilities with on-site Quantum service. The Silver Support Plan entitles customers to priority call handling and a four-hour on-site response target, Monday through Friday, during normal business hours.
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Silver Support Plan Highlights
- On-site support Monday through Friday
- Four-hour target response time for on-site support
- 24-hour telephone support
- Priority call handling
- Bronze Support Plan:
- Quantum's Bronze Support Plan is an economical choice for single-site storage environments or non-critical operations. Quantum Bronze customers get free telephone support and next-day on-site service, making it ideal for small to mid-size organizations that want a cost-effective, yet responsive support solution.
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Bronze Support Plan Highlights
- On-site support Monday through Friday
- Next-day response for on-site support
- 5 x 9 telephone support
- Online resources
- Platinum Support Plan
- Platinum customers benefit from a custom support plan tailored to their specific business and technical requirements. Around-the-clock coverage, a two-hour on-site target response time, and a designated Key Account Program Manager help ensure the highest levels of system readiness.
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Platinum Support Plan Highlights
- Support plan customized to your technical and business needs
- Designated Strategic Account Manager
- 24x365 on-site support
- Two-hour target response time for on-site support
- 24-hour telephone support
- Priority call handling
- On-site spares
- Installation
- A Quantum technician installs and configures your system, training you to operate it to ensure proper handling.
- Product Integration
- Quantum experts integrate your product with legacy systems, configures related hardware and software and customizes it to your environment.
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| SUPPORT OPTIONS INCLUDED WITH PURCHASE |
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DX30
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DX100
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DX3000
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DX5000
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DPM5500
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Pathlight VX 650
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ADDITIONAL SUPPORT OPTIONS AVAILABLE
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- StorageCare Guardian is a proactive monitoring and diagnostics solution that provides a higher level of service at no extra cost to the customer for products under warranty or service contract.
- Upgraded on-site response levels are available in many regions around the world. In areas where a desired service is not available, product warranty becomes Rapid Exchange. Please contact Quantum for availability in your region.
- Standard installation services can be purchased through Quantum. Check for availability in your region.
- Product Integration and SiteCare are not available on a worldwide basis. Please contact Quantum for availability in your region.
- With StorageCare™ Guardian installed, 5x9 next day on-site target response for the chassis, RAID controllers and Optyon adapters; and Rapid Exchange for the power supplies, fans and disk drives. DPM5500 software warranty is one-year 5x9 telephone support. Warranty support will be commercially reasonable effort if StorageCare™ Guardian is not installed
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