Service

One-Year Warranty. Service Requests (SRs) can be submitted via Quantum's Online Service Request Form or telephone 24x7x365. SRs will receive a response no later than the next business day. Telephone support will include diagnosis of covered warranty issues and parts replacement. Replacement parts will be shipped within one business day of Quantum's determination that a replacement part is required. Customer will perform the replacement and return of all identified CRU (Customer Replaceable Unit) components. Identified FRU (Field Replaceable Unit) components will be replaced onsite by a Quantum Field Engineer or Authorized Service Provider, with a next business day onsite response. Onsite support is provided on a Next Business Day (excluding weekends, evenings and holidays) response following determination, by Quantum, that an onsite response is the right action to resolve the equipment or operational problem that led to the creation of the Service Request. Support includes the rights for the customer to receive new software releases applicable to registered equipment under this warranty.

Note: For DXi4700, all replaceable parts are defined as FRU components rather than CRU components.

Quantum’s Global Service organization is geared towards delivering the fastest possible response and root cause resolution, helping you maximize your backup investments, better manage processes, and make the best use of your resources. We ensure total customer satisfaction by providing comprehensive, responsive services on a worldwide basis.

Quantum service engineers are available around the world and are deployed to respond to onsite service demands. In addition, spare part depots are strategically located across the globe; service technicians have access to the parts and equipment necessary to maintain or repair your DXi4700.

Quantum Support Options

Quantum offers a variety of support options to meet a range of budget and availability requirements:

  • StorageCare Bronze Support (5x9 phone x NBD parts delivery) - Bronze 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.

  • StorageCare NBD Gold Support (24x7 phone x NBD parts delivery) - NBD Gold offers around-the-clock support for busy operations, quickly getting your systems back up and running. NBD Gold includes 24x7 technical assistance, proactive remote monitoring, next-business-day parts delivery, installation of non-customer replaceable components, and provisional loaner systems in times of disaster.

  • StorageCare Gold Support (24x7 phone x 4 parts delivery) - Critical IT environments are always on: nights, weekends, and holidays. This support plan provides mission-critical support for fastest resolution, including 24x7 technical assistance, proactive remote monitoring and resolution, priority onsite critical issue response, 24x7 delivery and installation of all replacement parts.

For more information about these service plans, visit www.quantum.com or contact your Quantum sales representative.

The Software Upgrade Utility can automatically check for software upgrades for your DXi system. If an upgrade is found, you can choose to download and install it to update your DXi to the latest software version.

Quantum recommends configuring the Email Reports capability to automatically send XML-based reports to e-mail recipients.

The report represents a snapshot of the system information at the time the report is generated. Quantum recommends generating and saving a report before performing a software upgrade or reconfiguring the system.

StorageCare™ Guardian is a remote monitoring and diagnostic solution that enables Quantum to proactively monitor the health of Quantum systems over the Internet and use intelligent diagnostics data to remotely service the equipment if issues arise.

StorageCare Guardian delivers more reliable backups and faster resolution time for customers at no additional cost for supported products under warranty or service contract.

More reliable backups

Leveraging the intelligence inside Quantum’s storage systems, StorageCare Guardian proactively monitors the health of the units, uses diagnostics data to predict possible failures, and determines whether or not the problem involves a Quantum product or other critical components in the environment.

Faster resolution time

When issues occur, StorageCare Guardian provides better diagnostics data that will enable Quantum to identify the root cause for rapid problem resolution.

StorageCare Guardian can be downloaded from:

http://www.quantum.com/ServiceandSupport/Services/GuardianInformation/Index.aspx

DXi Advanced Reporting, which is included on all DXi appliances, sets new standards for onboard intelligence by giving users a detailed view of internal appliance operations and provides them with years of backup and replication data for extended trend analysis. DXi Advanced Reporting reduces administration time, improves operations, streamlines performance tuning, and helps users maximize the value of their DXi appliances.

Quantum Vision™ management software provides industry-unique capabilities, giving IT departments global management of all their Quantum disk and tape systems from a single console. Vision’s centralized reporting and flexible trend analysis tools help users optimize system value by giving them automated, flexible access to the information they need to make proactive decisions concerning on-going system administration, dynamic capacity planning, and system-wide troubleshooting.