Quantum

Tape Libraries: Service Plans and Warranties

Mission-Critical Premium Support - StorageCare Gold

Critical IT environments are always on: nights, weekends and holidays. This support plan provides mission-critical support for fastest resolution, including 24x7 technical assistance, proactive remote monitoring and resolution, priority onsite critical issue response, 24x7 delivery and installation of all replacement parts

 

Around-the-Clock Business Support - StorageCare NBD Gold

Offers around the clock support for busy operations, includes 24x7 technical assistance, proactive remote monitoring, next business day parts delivery, installation of non-customer replaceable components and provisional loaner systems in times of disaster.

 

Cost-Effective Essential Support - StorageCare Bronze

Delivers support essentials during business hours, including access to skilled technical support, next business day delivery of replacement parts, and installation of non-customer replaceable components to ensure trouble-free problem resolution.

 

Customized Support - StorageCare Platinum

Your business and service needs are unique, and sometimes a plan tailored to your specific SLAs is required. Quantum will work with you to develop the Platinum coverage you need, including 24x7 onsite support, two-hour target response time, priority call handling, onsite spares, and more. Contact us for information.

Note: not available in all areas

Contact your Quantum sales representative to sign up for a Quantum service plan (800) 677-6268 (US / CAN).



  Bronze NBD Gold Gold
  Business Hours Essentials 24x7 Response Mission-Critical IT
Global telephone support 9x5 24x7 24x7
24x7 access to online support tools      
Proactive remote monitoring      
Parts delivery 1   NBD NBD 24x7
Onsite parts replacement 1,2   NBD NBD 24x7
Latest software and firmware updates      
Product training      
Provisional Loaner 3        
Service Level Objectives (SLO) 4  
Call-Back Response Target 2 business hours 60 minutes 30 minutes for critical
60 minutes all others
Parts Delivery Target
*after problem determination  
NBD NBD 4 hours for critical
8 hours for major
12 hrs for minor
 
Onsite Support Target
*after problem determination  
9x5 NBD
(excluding weekends, evenings, and holidays)
9x5 NBD
(excluding weekends,
evenings, and holidays)
24x7 support (4 hours for critical, 8 hours for major, 12 hours for minor)

1 See Parts Delivery Target and Onsite Support Target for details on service level objectives.

2 Bronze and NBD Gold plans include installation of non-customer replaceable units (non-CRU) only. Gold plan includes installation of CRUs.

3 Provisional loaner equipment available to maintain production environments in the event of a jointly agreed upon customer outage; configuration determined by Quantum.

4 See Terms and Conditions for Severity definitions