Standard Service and
Support Plans

Quantum's StorageCare® Global Services offer a number of Advanced Services that allow you to customize your support and integration plan to achieve just the right amount of coverage.

Our Service plans are designed to keep your data safe, protecting it even before issues arise

With growing volumes of information, increased security restrictions, and the huge impact that inaccessible or lost data can have on your resources, it’s important to have a comprehensive solution in place to manage it all.

Quantum offers plans designed to fit your unique needs in more than 180 countries, 24/7 online and multilingual phone support, and proactive monitoring through StorageCare® Guardian. You’ll also get access to online self-service, which allows you to log and track your service calls in real time.

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

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

Quantum Escalation Process and Severity Level Descriptions

Escalation policy and definitions

SuperLoader 3

Service plans tailored for our SuperLoader 3 Autoloader product

Stand Alone Tape Drive

Service plans and warranties tailored for our stand-alone tape drives
StorageCare
Gold
Mission-Critical Premium Support
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.
StorageCare
NBD Gold
Around-the-Clock Business Support
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.
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.

Hardware Support Service Level Agreements:

Warranty

1-Year NBD
3-Year NBD 		Bronze

Business Hours Essentials 		NBD Gold

7x24 Tech Support 		Gold

Mission Critical
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
Global Telephone Support 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 5x9 7x24 7x24
Access to Web Portal & Online Support Resources 7x24 ✓ ✓ ✓ ✓
Proactive Remote Monitoring through createion of RAS Tickets 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)
Online Product Training ✓ ✓ ✓ ✓
Parts Replacement 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 Available Available

Hardware Support Service Level Objectives:

Warranty

1-Year NBD
3-Year NBD 		Bronze

Business Hours Essentials 		NBD Gold

7x24 Tech Support 		Gold

Mission Critical
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) 		2 hrs
(Within normal business day; response may be the following business day) 		60 min 60 min
30 min for Critical
Parts Delivery Target after Tech Support defines problem resolution NBD 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.
Gold Support Plan
If your organization has around-the-clock requirements or a complex IT environment, we recommend the Gold Support plan, which includes:
  • 24/7 access to Web support
  • 24/7 multilingual telephone support (including holidays)
  • All software releases, maintenance, and upgrades
Silver Support Plan
Designed for midsize to large enterprise class customers who want to complement their in-house technical capabilities with responsive telephone support, the Silver Support plan includes:
  • Multilingual telephone support Monday through Friday, 8 a.m. to 5 p.m. local customer time (excluding holidays)
  • 24/7 access to online resources
  • All software releases, maintenance, and upgrades

Software Support Service Level Agreements:

Silver

5x9 Telephone Support 		Gold

7x24 Telephone Support
Designed for midsize to large enterprise class customers who want to complement their in-house technical capabilities with responsive telephone support, the Silver Support plan. If your organization has around-the-clock requirements or a complex IT environment, we recommend the Gold Support plan
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
Multilingual Global Telephone Support
5x9
(Monday through Friday, 8 a.m. to 5 p.m. local customer time (excluding weekends and holidays); response may be the following business day) 		7x24
Access to Quantum Support
- Support team available for operational, configuration and best practices discussion in addition to problem resolution 		5x9 7x24
Access to Web Portal & Online Support Resources – 7x24 ✓ ✓
Access to New Software Releases
(Customer installs updates) 		Included
(Phone Support Available) 		Included
(Phone Support Available)
Online Product Training ✓ ✓

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