SuperLoader 3 Rapid Exchange Service

StorageCare™, Quantum’s comprehensive service approach, leverages advanced data access and diagnostics technologies with cross- environment, multi-vendor expertise to resolve backup issues faster and at lower cost.

Accelerate service issue resolution with these exclusive Quantum StorageCare services:

Preface Quantum SuperLoader 3 User’s Guide

  • Service and Support Website – Register products, license software, browse Quantum Learning courses, check backup software and operating system support, and locate manuals, FAQs, firmware downloads, product updates and more in one convenient location. Benefit today at:
    http://www.quantum.com/ServiceandSupport/Index.aspx
  • eSupport – Submit online service requests, update contact information, add attachments, and receive status updates via email. Online Service accounts are free from Quantum. That account can also be used to access Quantum’s Knowledge Base, a comprehensive repository of product support information. Sign up today at:
    http://www.quantum.com/ServiceandSupport/Index.aspx
  • In addition to the standard service options Quantum offers a Rapid Exchange Service option for the SuperLoader 3. This provides for a special type of service that facilitates problem resolution in a way that is special to this type of device.

Rapid Exchange
Parts Replacement Support
Basic coverage that includes remote problem diagnosis and part or full unit exchange within 2 business days.
StorageCare
Bronze
Cost-Effective Essential Support
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.
StorageCare
Gold
Mission-Critical Premium Support
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.

Super Loader Service Level Agreements:

Warranty

Rapid Replace
Rapid Replace Bronze

Business Hours Essentials
NBD Gold

7x24 Tech Support
Gold

Mission Critical IT
Service Request Logging:
Via Global Telephone Support or Via Online Ticket Creation
7x24 7x24 7x24 7x24 7x24
Global Telephone Support 5x9 5x9 5x9 7x24 7x24
Access to Quantum Support
for operational, configuration and best practices discussion
N/A N/A 5x9 7x24 7x24
Access to Web Portal & Online Support Resources 7x24
Proactive Remote Monitoring N/A N/A N/A
Access to New Software & Software Firmware Updates
(Customer installs updates)
As required for problem resolution Included
(Phone Support Available)
Included
(Phone Support Available)
Included
(Phone Support Available)
Included
(Phone Support Available)
Online Product Training
Parts Replacement Customer Replaces CRUs; Quantum Replaces FRU Customer Replaces CRUs; Quantum Replaces FRU Customer Replaces CRUs; Quantum Replaces FRU Customer Replaces CRUs; Quantum Replaces FRU Quantum or Authorized Partner Replaces CRUs and FRUs
Provision for Loaner N/A N/A N/A Available Available

Super Loader Service Level Objectives:

Warranty

Rapid Replace
Rapid Replace Bronze

Business Hours Essentials
NBD Gold

7x24 Tech Support
Gold

Mission Critical IT
Call Back Response Time Target 4 hrs 4 hrs 2 hrs 60 min 60 min
30 min for Critical
Parts Delivery Target after Tech Support defines problem resolution 2 Business Days 2 Business Days NBD NBD Critical: 4 hrs
Major: 4 hrs
Minor/Minimal: NBD
Onsite Support Target Time and Materials offering is available if call is other than FRU replacement. Available 5x9 NBD (excluding wknds, evenings and holidays)   5x9 NBD (excluding wknds, evenings and holidays) 5x9 NBD (excluding wknds, evenings and holidays) 7x24 (including wknds, evenings and holidays)
Critical: 4 hrs
Major: 8 hrs
Minor/Minimal: 12 hrs
Notes:
  1. Table applies to all products except those covered by rapid exchange warranty.
  2. Services provided during normal business hours are provided based on local country business hours Monday through Friday.
  3. NBD is Next Business Day. A part defined as a required replacement on Tuesday will ship to arrive on Wednesday as long as transfer to the forwarder is possible early enough to meet overnight delivery schedules. Parts shipments to some locations where shipping schedules are restricted may take longer.
  4. See Parts Delivery Target and Onsite Support Target for details on service level objectives.
  5. Bronze and NBD Gold plans include installation of non-customer replaceable units (non-CRU) only. Gold plan includes installation of CRUs.
  6. Provisional loaner equipment available to maintain production environments in the event of a jointly agreed upon customer outage; configuration determined by Quantum.
  7. See Terms and Conditions for Severity definitions.

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