• Telephone Support
  • 24 hours a day, 7 days a week, 365 days a year.
• Parts Replacement
  • A replacement part is sent via courier to the Customer’s location. Depending on our Service Partners capabilities in a specific area, a Spectra-authorized partner field engineer, can bring the part to the customer’s location.
• On Site Parts Replacement
  • A field service representative will be dispatched once troubleshooting steps deemed necessary by Spectra have been completed, and Spectra has determined that a part replacement is required. Dispatch is at the discretion of Spectra and the Customer may be requested to replace the part if appropriate.
  • A field service representative will arrive after dispatch within 4 hours including evenings, weekends and holidays.
  • Customer may specify a time of arrival after the four-hour window.
• Remote Troubleshooting
  • 24 hours a day, 7 days a week, 365 days a year.
• Proactive Support Services – Not Included
• Advanced Service Management – Not Included
• Assigned Global Technical Support Center Representative – Not Included
• Storage Crisis Lifeline Disaster Recovery Program
  • Once documentable disaster is established, loaner unit will ship within 24 business hours for use by the customer for up to 3 weeks.
    • The type of loaner unit will be determined by Spectra based on the Customer's needs.
  • Remote or On Site installation assistance will be available at the discretion of Spectra.
• Field-replaceable Parts Stocked On Site – Not Included
• Web Portal – access to the Support Web Portal, knowledge base and online documentation.
  • 24 hours a day, 7 days a week, 365 days a year.
• 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, the Friday following Thanksgiving Day, and Christmas Day.

² Parts shipping outside of EU countries, Norway, Switzerland and the continental United States may be subject to transit time and/or regulatory delays.

³ The cut off time to ship parts to EU countries plus Norway and Switzerland 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.