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Quantum operates an Online Service Request System (OSR). New customers open an account in the OSR System and log service requests electronically. The OSR System collects all information related to service requests including:
Histories of all service requests are maintained in the OSR files and are accessible to customers at any time. Customers can generate their own summaries of SRs logged, open and closed on demand. Additionally, Quantum will, upon request, provide a summary of all SR activity to the customer.
Quantum has an extensive network of partners who are authorized to resell Quantum Services which, depending upon geography, program and partner certification could include co-branded or partner-branded Services.
You can verify a partner’s status via Quantum’s Partner Locator tool. For Product resellers, please consult this link: http://www.quantum.com/partners/ For Certified Quantum Service Partners, please consult this link: http://www.quantum.com/serviceandsupport/serviceproviders/index.aspx
An Unauthorized Service Provider is any company who (a) is not a Quantum authorized channel partner, or (b) is a Quantum authorized channel partner but is offering you a third party brand of service outside of any of Quantum’s authorized channel Service programs. For more on Unauthorized Service Providers (USP), please visit: USP Frequently Asked Questions: http://www.quantum.com/serviceandsupport/policies/usp/index.aspx
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. Quantum’s StorageCare® Installation Services include:
The key to successful project completion, whether large or small, is smooth configuration of networked storage components. Building on the successful completion of your Quantum product installation, Quantum can provide configuration services to ensure success of your overall data protection plan. These services include any or all of the following:
Quantum provides a Web based online service request and order traceability capability. Service requests can be submitted online, by phone or via email.
Quantum Support call center locations are:
They are available for receipt of customer service requests 24 hours per day, seven days per week wherever the customer is on the globe. Response times are defined by the Warranty or Service Agreement applicable to the equipment installed. These call centers provide delivery of 4 hour on site response after problem determination to critical problems for Gold Level customers anywhere in the world that Gold Service is available. Online Service Requests:
Tools used by support teams and available for customer use include StorageCare Guardian monitoring and alerting. This tool continually monitors hardware and software status of DXi-Series systems in any location and links data to Quantum’s service team and/or to the end user. StorageCare Guardian provides alerting functions, log download, and remote corrective action capability.
Quantum’s StorageCare Learning Team offers a range of online and hands-on courses—tailored for any skill level--to help customers familiarize themselves with their Quantum solutions quickly and develop the capability to maximize the return on their investment.
Quantum is unique in offering training material as part of the acquisition of Quantum product. This training is available through the Quantum Support Website.
Quantum Learning Services offerings include product and operations training that will build the skill level and productivity of your team, leading to operational excellence in the results you deliver to your business.
The offerings and the Quantum team are flexible and able to adapt to individual customer situations in order to address the need for more in-depth training of current staff or to address primary training needs of newly hired team members.
Quantum Service Management put in place a procedure that drives an automatic alert/escalation of situations that cannot be resolved within timeframes normally expected. This procedure addresses the response of Quantum’s Service Manager and the service teams managed by the Service Manager to such situation.
The procedure is designed to:
Quantum provides installation and configuration services for Quantum products. The prices for these services are set for each product individually.
Quantum is committed to providing the kind of proactive, rapid-response multi-vendor support needed in today's heterogeneous environments. When technical challenges arise, we take immediate ownership of the issue and, when needed, work with your other vendors to find the right solution quickly. We strive to ensure worry-free support for a range of server platforms, operating systems, disk providers, or backup software. Learn how we do it at: http://www.quantum.com/serviceandsupport/multivendor/index.aspx
We have included a spare RAID controller and additional disk drives with the ProSolution. If you suspect that one of these components has failed, please open a call with Quantum as you normally would. Quantum will diagnose the failure, authorize you to install the good component from the spares kit and then authorize a replacement part for the failed part.
No, a firmware update is only available to customers who have purchased a valid Quantum Service Contract. If you are in need of a firmware update and do not have a contract, you must first purchase a valid service contract. Please contact your Quantum Sales Team.
Technology advances enable extensive modularity in data storage and networking equipment and have provided increased reliability and performance. The modularity makes it possible for customers to engage in the removal and replacement of many of the components that might fail. The impact is that equipment is repaired more quickly and with less disruption to customer operations than in the past.
Quantum is incorporating this concept into its service model and has experienced positive response from its customers in the process. A key factor in the facilitation of this model is the availability of information on CRU components in every Quantum product. This includes well-written instructions on how to replace each component. This material is obtained through Quantum’s Customer Self Service Portal, http://www.quantum.com/cssp/ . At this location customers can identify all customer replaceable items for their equipment and can access the directions for replacement.
Combined with access to Quantum Technical Support Professionals, available to all users who maintain equipment service agreements, this model reduces the time to problem resolution and repair.
Find resolution to common problems or quickly locate your product serial number using the articles published here.
Quantum's Online Service Request System (OSR) allows you to easily open and manage your service requests on all of your eligible Quantum products.
StorageCare Guardian is agent software linking Quantum products back to Quantum support enabling remote service and administration.