Computer Accessories User Manual

Chapter 4. Warranty and Repair
43
Express Repair Service for RXT Media
Express Repair Service enables the customer to exchange an entire RXT media pack if it
requires repair. Express Repair Service is available throughout North America and the
European Union. Contact your Spectra Logic sales representative for other locations.
Express Repair Service Highlights
Telephone Support Telephone support for RXT media is defined under Telephone
Support in the RXT150 support contract; reference that contract for days and times.
Online Support www.SpectraLogic.com/Support provides extensive product
documentation and online training for customer reference.
Express Repair Service Instructions
• Upon verification of required repair, customer ships the media pack to Spectra Logic.
• If the failure was in a SATA drive, Spectra Logic removes the faulty drive, rebuilds the
RAID, and returns the media pack to the customer within 48 hours of receiving it.
• If the entire RXT media pack requires replacement, allow for three days build time.
Once the replacement is built and tested, it is shipped next-business-day delivery.
Note: Spectra Logic will return a fully functioning media pack with the
appropriate RAID level; however, all data on the media will be lost
due to the re-manufacturing process.
Assisted Self-Maintenance for RXT Media
Assisted Self-Maintenance (ASM) is a type of technical support that saves time and
money, since customers control general maintenance issues themselves. ASM can be
purchased to supplement Next Business Day Replacement or Express Repair Service.
ASM allows for a select group of parts to be stocked at the customer’s site, allowing
customers to make immediate repairs with telephone support from Spectra Logic.
Assisted Self-Maintenance Service Highlights
Basic elements of ASM include field-replaceable parts stocked onsite, one spare drive for
each drive type utilized in RXT media, and special tools needed to perform repairs.
Telephone Support Telephone support for ASM is defined under customer’s primary
hardware support plan. Reference the existing contract for specific days and times.
Onsite Support Onsite support for ASM is defined under customer’s primary hardware
support plan. Reference the existing contract for specific days and times.
Online Support Online training for two individuals each year, as well as access to
www.SpectraLogic.com/support, which provides extensive product documentation.