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Customer Self Maintenance & Global Advanced Replacement

SpectraGuard Customer Self Maintenance (CSM)

Only available in areas where Spectra does not have an established service network.

  • Telephone Support
    • 24 hours a day, 7 days a week, 365 days a year.
  • Parts Replacement
    • Customer is responsible for shipping costs, duties, broker fees, and taxes for delivery to a Spectra depot and back to customer location.
    • Customer replaces parts from on site spares.
    • Customer returns parts to Spectra for repair.
  • Remote Troubleshooting
    • 24 hours a day, 7 days a week, 365 days a year.
  • 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
  • Critical Auto-generated Unit Notification Monitoring – Not Included
  • Storage Crisis Lifeline Disaster Recovery Program – Not Included
  • Field-replaceable Parts Stocked On Site
    • A full set of Customer-owned field replaceable parts are stocked at the equipment location for immediate use in case of part failure.
  • 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.

SpectraGuard Global Advanced Replacement

Only available on T50e and nTier products and in areas where Spectra does not have an established service network.

  • 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.
  • Parts Replacement
    • Parts ship within 96 business hours of remote problem diagnosis.
    • Customer is responsible for shipping costs, duties, broker fees, and taxes for delivery to a Spectra depot and back to customer location.
  • 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.
  • 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
  • Critical Auto-generated Unit Notification Monitoring – 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.

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