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