Standard Service and Support Plans
Quantum's Global Services offer a number of standard plans that allow you to customize your support and integration plan to achieve just the right amount of coverage.
Service Plans Designed to Keep Your Data Safe & Protected
With growing volumes of information, increased security restrictions, and the huge impact that inaccessible or lost data can have on your resources, it’s important to have a comprehensive solution in place to manage it all. Quantum offers plans designed to fit your unique needs in more than 180 countries, 24/7 online, and multilingual phone support. You’ll also get access to online self-service, which allows you to log and track your service calls in real-time.
Hardware Support Service Level Agreement (SLA)
Mission-Critical Premium Support
This support plan provides mission-critical support for fastest resolution, including 24x7 technical assistance and case resolution, priority onsite critical issue response, 24x7 delivery and installation of all replacement parts.
Around-the-Clock Business Support
Offers around the clock support for busy operations, includes 24x7 technical assistance and case resolution, next business day parts delivery and installation of non-customer replaceable components.
Cost-Effective Essential Support
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.
Software Support SLAs
Gold Support Plan
If your organization has around-the-clock requirements or a complex IT environment, we recommend the Gold Support plan, which includes:
- 24/7 access to Web support
- 24/7 multilingual telephone support (including holidays)
- All software releases, maintenance, and upgrades
Silver Support Plan
Designed for midsize to large enterprise-class customers who want to complement their in-house technical capabilities with responsive telephone support, the Silver Support plan includes:
- Multilingual telephone support Monday through Friday, 8 a.m. to 5 p.m. local customer time (excluding holidays)
- 24/7 access to online resources
- All software releases, maintenance, and upgrades
Hardware Support Service Level Agreements
| Warranty 1-Year NBD 3-Year NBD |
Bronze Business Hours Essentials |
Next Business Day (NBD) Gold 24x7 Tech Support |
Gold Mission Critical |
|
|---|---|---|---|---|
| Service Request Logging: Via Global Telephone Support or Via Online Ticket Creation; Responses to Logged Service Requests are made during telephone support hours applicable to the customer Service Level Agreement. |
24x7 | 24x7 | 24x7 | 24x7 |
| Global Telephone Support | 9-5 | 9-5 | 24x7 | 24x7 |
| Access to Quantum Support Support team available for problem resolution |
N/A | 9-5 | 24x7 | 24x7 |
| Access to Web Portal & Online Support Resources 24x7 | ✔ | ✔ | ✔ | ✔ |
| RAS Tickets creation for Severity 1 issues | N/A | N/A | ✔ | ✔ |
| Access to New Software & Software Firmware Updates Customer installs updates |
As required for problem resolution | Included (Phone Support Available) | Included (Phone Support Available) | Included (Phone Support Available) |
| Online Product Training | ✔ | ✔ | ✔ | ✔ |
| Parts Replacement | Customer Replaces CRUs; Quantum Replaces FRU | Customer Replaces CRUs; Quantum Replaces FRU | Customer Replaces CRUs; Quantum Replaces FRU | Quantum or Authorized Partner Replaces CRUs and FRUs |
Hardware Support Service Level Objectives
| Warranty 1-Year NBD 3-Year NBD |
Bronze Business Hours Essentials |
Next Business Day (NBD) Gold 24x7 Tech Support |
Gold Mission Critical |
|
|---|---|---|---|---|
| Call Back Response Time Target Responses to Logged Service Requests are made during telephone support hours applicable to the customer Service Level Agreement. |
4 hours (Within normal business day; response may be the following business day) |
2 hours (Within normal business day; response may be the following business day) |
60 minutes | 60 minutes 30 minutes for Critical |
| Parts Delivery Target after Tech Support defines problem resolution | NBD | NBD | NBD | Critical: 4 hours Major: 4 hours Minor/Minimal: NBD |
| Onsite Support Target | Time and Materials offering is available if call is other than Field Replaceable Unit (FRU) replacement. Available 9-5 NBD (excluding weekends, evenings and holidays) | 9-5 NBD (excluding weekends, evenings and holidays) | 9-5 NBD (excluding weekends, evenings and holidays) | 24x7 (including weekends, evenings and holidays) Critical: 4 hours Major: 8 hours Minor/Minimal: 12 hours |
Notes:
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NORTH AMERICA
1-800-284-5101
or +1-720-249-5700
EMEA
+800-7826-8888
or +49 6131 324 185
APAC
+800-7826-8887
or +603-7953-3010
For our complete list of Global support contact information, visit Quantum's support contact page