Quantum Global Service and Support Plans - Scalar i3 Tape Library
Better Protection for Your Data and Your Business
- Scalar i3 LTO Tape Library Warranty Support
Ranked among the best in the world, focused on continuous improvement and
customer feedback, Quantum Global Services deliver the service and support
necessary to be certain about data protection. Quantum’s support plans maximize
uptime by preventing disruptions, accelerating problem resolution, lowering
maintenance costs, and delivering peace of mind.
As business systems become increasingly complex and data continues to grow
exponentially, the need for storing and monetizing data throughout its lifecycle
becomes paramount. As a result, managing data protection
service level
agreements (SLAs) and maintaining end-to-end uptime is more important than
ever. Given the huge impact that a system disruption can have on your operations,
it’s important to have a plan and protection in place to manage these assets and
prepare for the unexpected.
Quantum’s flexible, multi-tiered support plans help IT teams maintain predictability
in the data protection workflow, preventing disruption to ensure viable data access
over its entire lifecycle, in any environment and at any scale. From single facilities to
complex multi-national deployments, Quantum’s plans provide immediate access
to our support and sustaining engineers, advanced diagnostics, timely updates and
feature upgrades, parts delivery, and onsite service. With Quantum support, your data
and uptime are as mission-critical to us as they are to you.
Features and Benefits
- Worldwide coverage
- Online Service Delivery Platform
- Complete service request visibility
- Latest software releases
- Remote monitoring (CBA)
- Timely parts delivery
- Access to support engineers and specialists
Support Plan Options
Cost Effective Essential Support - Quantum Bronze
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.
Around the Clock Business Support - Quantum NBD Gold
NBD Gold offers around-the-clock support for busy operations, quickly getting your systems back up and running. NBD Gold
includes 24x7 technical assistance, next-business-day parts delivery, installation of non-customer replaceable components.
Mission Critical Premium Support - Quantum 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, priority onsite critical issue response, 24x7 delivery and installation of all
replacement parts.
| |
BRONZE |
NBD GOLD |
GOLD |
| |
| Global telephone support |
9 x 5 |
24 x 7 |
24 x 7 |
|
| 24x7 access to MyQuantum |
✓ |
✓ |
✓ |
|
| Parts delivery |
NBD |
NBD |
24 x 7 |
|
| Onsite parts replacement |
NBD |
NBD |
24 x 7 |
|
| Latest software and firmware updates |
✓ |
✓ |
✓ |
|
| Online training |
✓ |
✓ |
✓ |
|
| Cloud-Based Analytics (CBA) |
✓ |
✓ |
✓ |
|
| RAS Ticket creation for Severity Alerts |
N/A |
✓ |
✓ |
|
| Configuration Support |
✓ |
✓ |
✓ |
|
| Access to Cloud-Based Analytics (CBA) |
✓ |
✓ |
✓ |
|
| Service Level Objectives (SLO) |
|
|
|
|
| Call-Back Response Target |
2 business hours |
60 min |
30 min for critical
60 min all others |
|
Parts Delivery Target
*After problem determination |
NBD |
NBD |
4 hr for critical
8 hr for major
12 hr for minor |
|
Onsite Support Target
*After problem determination |
9x5 NBD
(Excluding weekends,
evenings, and holidays) |
9x5 NBD
(Excluding weekends,
evenings, and holidays) |
24 x 7 support
4 hr for critical
8 hr for major
12 hr for minor |
|
Contact your BackupWorks Account Rep today and
ask for Quantum Scalar i3 Maintenance Contract Quote at 866 801 2944