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Quantum Support and Service Terms |
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- Rapid Exchange
- Under Rapid Exchange support, Quantum will ship a replacement product or part (at Quantum’s option) to the customer’s site before the defective product or part is returned to Quantum.
- On-Site 5x9xND
- Under 5x9xNext Day on-site support, a StorageCare Field Engineer responds on-site during the next business day, five days a week, nine hours a day (Monday-Friday, 8AM-5PM, local time excluding Quantum or country holidays).
- On-Site 5x9x4
- Under 5x9x4 on-site support, a StorageCare Field Engineer responds on-site within four hours during the same business day, five days a week, nine hours a day (Monday-Friday, 8AM-5PM, local time excluding Quantum or country holidays, next day before 12PM for requests received after 1PM local time).
- On-Site 7x24x4
- With 7x24x4 on-site support, a StorageCare Field Engineer responds on-site within four hours any day of the week, including Quantum and country holidays.
- StorageCare Guardian
- StorageCare Guardian is designed to enhance customer experience with Quantum products and services by providing more reliable backups and faster problem resolution. Leveraging the intelligence inside Quantum's storage systems, it proactively monitors the health of Quantum systems, uses diagnostics data to predict possible failures, and determines whether or not the problem involves a Quantum product or other critical components in the environment. StorageCare Guardian is available at no extra cost for products under warranty or support contracts. Please visit http://guardianinfo.quantum.com for a current list of supported products.
- Installation
- Quantum or an authorized service provider provides installation services for customers that prefer professional installation of their Quantum product. Installation Services provide the customer with overview training on product operation and proper handling procedures. When a Quantum product arrives at the customer’s site, Quantum’s StorageCare Installation Services include:
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- Inspecting the product for any damage that may have occurred during shipment
- Uncrating the product, rack mount kit, etc. and removing shipping materials
- Leveling and alignment (if applicable)
- Attaching the product to the host device or network
- Exercising the product to ensure successful connection
- Providing product overview and proper handling instructions
- Product Integration
- The key to successful project completion, whether large or small, is smooth integration of networked storage components. Building on the successful completion of your Quantum product installation, Quantum can provide integration services to ensure success of your overall data protection plan. These services include any or all of the following:
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- Hardware configuration – install and configure networked storage hardware including switches, hubs, host bus adapters, etc.
- Software configuration – install and configure related software, including backup software, drivers, patches, etc.
- Custom product configuration – once the product is installed and working successfully, incorporate custom configuration that may be required for your environment
- System testing and debugging – test and debug process of all the networked storage hardware and software to ensure successful integration of all components At this time, Integration service is only available in North America. Please contact your Quantum StorageCare Service Representative for a complete integration quote at 800-677-6268, option 1,3.
- Library SiteCare
- SiteCare provides a cost-effective way to realize the benefits of a proactive maintenance program. Instituting a proactive tape storage maintenance program is the most effective way to combat wear and minimize storage downtime. This program will complement remedial service by ensuring each key subsystem: media, drives, robotics, and library are operating at factory specification. The results are higher availability, reduced service calls and significant savings. Included are:
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- Regular inspection for retiring media
- Operator training and certification for proper media handling and media management practices
- Updating of drive, library and robotics firmware to current release to optimize library performance
- Cabling, connectors, configuration settings and calibration testing
- Telephone Support
- Quantum’s global Help Desk in our StorageCare Customer Support Center provides telephone support to assist in problem determination, tracking & resolution.
Quantum Tape Library Online Service Request- Quantum’s Online Service Request application for Quantum Tape Libraries is a Web-based, self-service application, allowing you to create service requests (open trouble tickets), enter service details, track the progress of open requests and view your product service history.
Quantum provides world-class customer support and services - Support Center Practices Certified
Quantum Global Services delivers award-winning services and support to customers worldwide. Quantum is the first tape automation company to achieve the prestigious Support Center Practices (SCP) certification for world-class technology support based on rigorous, annual audits of over 100 performance measures. Quantum recently won the Omega NorthFace Award for exemplary service in its first year of eligibility, rating a four or above on a five-point scale in the areas of technical support, field service, sales process, account management and training.
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