SpectraGuard Assisted Self Maintenance (ASM)
Assisted Self Maintenance is available as supplemental coverage only. This add-on service must be paired with a Next Business Day On Site or Four Hour On Site service contract.
- Telephone Support – Governed by base service level.
- Parts Replacement
- Parts shipment occurs after confirmation with Spectra of the need to replenish items consumed for repairs. Parts will be shipped for expected delivery to the Customer's site within 5 business days.
- Delivery in certain international locations may require additional time due to transit times and regulatory delays.
- Expedited delivery may also be provided at an associated cost.
- For parts not included in the ASM parts kit, replacement is governed by the base service level.
- Parts shipment occurs after confirmation with Spectra of the need to replenish items consumed for repairs. Parts will be shipped for expected delivery to the Customer's site within 5 business days.
- On Site Parts Replacement – Governed by base service level.
- Remote Troubleshooting – Governed by base service level.
- Proactive Support Services – Governed by base service level.
- Advanced Service Management – Governed by base service level.
- Assigned Global Technical Support Center Representative – Governed by base service level.
- Storage Crisis Lifeline Disaster Recovery Program – Governed by base service level.
- Field-replaceable Parts Stocked On Site
- A select group of Spectra-owned 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.
Notes
1 In the United States, the Spectra observed public holidays are New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday following Thanksgiving, Christmas Day.
2 Parts shipping outside of EU countries, Norway, Switzerland and continental United States may be subject to transit time and/or regulatory delays.
3 EU countries plus Norway and Switzerland cut off time to ship parts is 14:30 central European time. Outside of these regions parts may be sourced locally and delivered to Customer's site by local Spectra authorized field service representative.
Secure sites must have an on site service contract.
All service levels may not be available in all regions. Customer must be within a 50 mile radius of a Spectra approved partner service center for on site service level response times.
For further details on the terms and conditions of the provision of service please review the Master Services Agreement.