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SpectraGuard Next Business Day

  • Telephone Support
    • 08:00 to 17:00 during the standard business week of the country where the equipment is registered with Spectra, excluding any nationally-recognized holidays in that location. 1
  • Parts Replacement
    • 08:00 to 17:00 during the standard business week of the country where the equipment is registered with Spectra, excluding any nationally-recognized holidays in that location. 1
    • Next business day delivery of parts. 2
      • Parts will be shipped once the troubleshooting steps deemed necessary by Spectra have been completed, and Spectra has determined that a part replacement is required.
        • Parts must ship by 14:30 (Mountain Time) to arrive the next business day. 3
      • Expedited delivery may be available at an additional cost. 
  • On Site Parts Replacement – Not Included
  • Remote Troubleshooting
    • 08:00 to 17:00 during the standard business week of the country where the equipment is registered with Spectra, excluding any nationally-recognized holidays in that location. 1
  • On Site Troubleshooting – Not Included
  • Software/Firmware Installation & Change Management Assistance – Not Included
  • On Site Consulting & Training – Not Included
  • Preventive Maintenance Visits – Not Included
  • Enhanced Service Management – Not Included
  • Assigned Global Technical Support Center Engineer – Not Included
  • Enhanced Remote Troubleshooting Tools – Not Included
  • Monitoring Of Critical Auto-generated Alerts – Not Included
  • Storage Crisis Lifeline Disaster Recovery Program – Not Included
  • Field-replaceable Parts Stocked On Site – Not Included
  • Web Portal – 24/7/365 access to the Support Web Portal, knowledge base and online documentation.
  • Software and Firmware Upgrades – BlueScale software releases and firmware updates available for the Customer to download and install.

Notes:

1 In the United States, the Spectra observed public holidays are New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday following Thanksgiving, Christmas Day.

2 Part shipments to outlying areas or involving international transit may be subject to additional transit time or regulatory delays.

3 Parts will be shipped once the troubleshooting steps deemed necessary by Spectra have been completed, and Spectra has determined that a part replacement is required. For North America, parts must ship by 14:30 (Mountain Time) to arrive the next business day. For EU countries, plus Norway and Switzerland, parts must ship by 14.30 CET to arrive next business day. In other locations parts must ship by 14:30 local time to arrive Next business Day Locations serviced by a local Spectra Authorized service partner may have parts delivered by a Spectra Authorized Field Service Representative and cut off times may vary from region to region.

Secure sites must have an on site support contract.

All support levels may not be available in every region. Customer must be within a 50 mile radius of a Spectra approved service depot for any on site support level agreement.

For further details on the terms and conditions of the provision of service please review the Master Services Agreement.