Quantum

Autoloaders: Service Plans

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.

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.

Parts Replacement Support - Rapid Exchange

Basic coverage that includes remote problem diagnosis and part or full unit exchange within 2 business days. 

 

Contact your Quantum sales representative to sign up for a Quantum service plan (866) 809-5230 (US/CAN).



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