| Telephone Support: For immediate assistance worldwide, Quantum's Technical Assistance Centers (QTACs) provide telephone support Monday through Friday during regular business hours. QTAC's skilled service professionals can answer technical questions and assist with equipment operation. If on-site service is needed, QTAC will mobilize other support resources from within Quantum's Global Services Team. A centralized help and dispatch center, QTAC has locations in North America, Asia, and Europe and offers multi-language support.On-Site Support: When on-site service is required, QTAC will dispatch authorized service personnel to your site to restore equipment to normal operation. The Bronze Support Plan entitles you to next business day response. Technicians will arrive on-site between 8:00 a.m. and 5:00 p.m., Monday through Friday, excluding nationally recognized holidays.Open Systems, Multi-Vendor Support: Quantum specializes in support for open systems data protection, and most of our customers rely on multiple server and storage platforms. Quantum is committed to providing the kind of proactive multi-vendor support needed in heterogeneous environments. In addition to having cooperative support agreements with vendors of complementary storage products, Quantum is a member of Mission Critical Customer Group and the Storage Solutions Forum of the Storage Networking Industry Association (SNIA). Quantum's Global Services Team has expertise in a wide range of server platforms, operating systems, SAN infrastructure, and data management and backup software.Spares Support and Integrated Logistics Planning: For timely problem resolution, Quantum stocks spare parts in strategic locations in major metropolitan areas. Any spare parts required to perform service are automatically replaced at no charge to the customer. Quantum Global Services maintains an integrated planning system that links spares pools in a global database to ensure that required parts are readily available.Library Firmware Upgrades: Library firmware upgrades are available at no charge and can be downloaded from Quantum's Service and Support Website or installed by an authorized service technician. From the Service and Support Website, you can also subscribe to receive Product Support Updates via email for the latest Quantum product information.On-line Resources: Quantum's Service and Support Website including the on-line Knowledge Base offers extensive product documentation, user manuals, certifications matrix, and other helpful information resources. From the website, you can also download firmware updates and submit a service request with Quantum's ESupport tool.Preventive Maintenance: To ensure optimal equipment operation, Quantum products may generate an automatic alert when preventive maintenance is recommended. Customers can schedule preventive maintenance between 8:00 a.m. and 5:00 p.m., Monday through Friday, excluding nationally recognized holidays.Concurrent Maintenance: Whenever possible, Quantum will perform remedial maintenance without disrupting normal equipment operation. |
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