SuperLoader 3 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:

  • 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
  • Rapid Exchange Warranty:
  • Warranty and Service Level Agreement (SLA) Applicability:
    • Rapid Exchange Services are applicable to specified products as a warranty. For most products where Rapid Exchange is the specified warranty service the warranty period is one-year or three-years.
    • 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 addresses the special characteristics of the SuperLoader 3.
    • In both cases the response to a situation where a replacement unit is required is the same.


The response time for a Rapid Exchange service commitment for the SuperLoader 3 is to have a replacement unit delivered to the customer site within two business days of Quantum’s determination that replacement unit is required. The requirement for the exchange is determined by Quantum in the response to a customer service request. The customer is expected to acknowledge the terms and conditions of the exchange at a link that will be provided by the Quantum Technical Support Team just prior to shipment of the replacement. These terms and conditions are specific to the replacement transaction and describe the expectations around the shipment of the replacement unit to the customer and the return to Quantum of the equipment being replaced.

Hardware & Software Services

Quantum Standard Hardware and Software Service Offerings

Support Plans For Quantum Q-Cloud Offerings

Quantum supports customer efforts to backup, replicate and archive data in cloud locations. For each Q-Cloud offering Quantum provides support to ensure successful customer cloud operations

SERVICE & SUPPORT PLAN OPTIONS

Some customers may have special support needs that are addressed through support plan options. These needs may involve better than Gold response, service at unattended sites and service at sites that require response from US Citizens

Quantum Escalation Process and Severity Level Descriptions

Escalation policy and definitions

Stand Alone Tape Drive

Service plans and warranties tailored for our stand-alone tape drives
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

Basic Service Level 		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:
Responses to Logged Service Requests are made during telephone support hours applicable to the customer Service Level Agreement. 		7x24 7x24 7x24 7x24 7x24
Global Telephone Support 5x9 5x9 5x9 7x24 7x24
Access to Quantum Support:
Support team available for operational, configuration and best practices discussion in addition to problem resolution 		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
(All SuperLoader 3 components are CRUs) 		Customer Replaces CRUs Customer Replaces CRUs Customer Replaces CRUs Customer Replaces CRUs Quantum or Authorized Partner Replaces CRUs
Provision for Loaner N/A N/A N/A Available Available

Super Loader Service Level Objectives:

Warranty

Rapid Replace 		Rapid Replace

Basic Service Level 		Bronze

Business Hours Essentials 		NBD Gold

7x24 Tech Support 		Gold

Mission Critical IT
Call Back Response Time Target:
Responses to Logged Service Requests are made during telephone support hours applicable to the customer Service Level Agreement. 		4 hrs
(Within normal business day; response may be the following business day) 		4 hrs
(Within normal business day; response may be the following business day) 		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) 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 products 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.

Resources

Service Resources

Contact Quantum Services

North America
1-800-284-5101 or +1-720-249-5700
EMEA
+800-7826-8888 or +49 6131 324 185
Asia Pacific
+800-7826-8887 or +603-7953-3010