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Service Level Objective
 
  • Business hours for product support are 5:00AM to 5:00PM, Monday thru Friday, PST
  • Product support for uplifted contracts is available 7x24x365
  • Response time for speaking with a product support representative will be under seven (7) minutes (typically under four (4) minutes)
  • Response time for speaking with a qualified product support representative will be under ten (10) minutes (typically under seven (7) minutes)
  • During non-business hours and on Quantum-observed holidays, response time for speaking with a qualified product support representative will be under 45 minutes (typically under 30 minutes) for those customers with uplifted contracts
  • Response time to a qualified product support representative for issues submitted via Online Service Request will be under 30 minutes (typically under 15 minutes)
  • Quantum product support case closure criteria:
    • Upon agreement with customer that the reported issue is either resolved or no longer requires the assistance of Quantum, or..
    • The case has been escalated to another Quantum support organization. If so, on-going communications with the customer and closure determination will be transferred to the escalated organization
    • Upon case closure, all customers calling Quantum product support will be asked to participate in a transactional survey to verify case closure and to gather feedback about Quantum’s product support processes

The above response times are provided as a guide only and should not be considered a commitment or promise