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:
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:
Rapid Exchange Warranty:
- Products that carry Rapid Exchange as a warranty are listed on the warranty table at http://www.quantum.com/serviceandsupport/warrantyinformation/index.aspx
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