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.

Our Service Plans are designed to keep your data safe, protecting it even before issues arise

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.

 

 

 

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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.

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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.

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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.

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:

  1. Multilingual telephone support Monday through Friday, 8 a.m. to 5 p.m. local customer time (excluding holidays)
  2. 24/7 access to online resources
  3. 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 Included Included
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 		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:

  1. Table applies to all products except those covered by rapid exchange warranty.
  2. Services provided during normal business hours are provided based on local country business hours Monday through Friday.
  3. NBD is Next Business Day. A part defined as a required replacement on Tuesday will ship to arrive on Wednesday as long as transfer to the forwarder is possible early enough to meet overnight delivery schedules. Parts shipments to some locations where shipping schedules are restricted may take longer.
  4. See Parts Delivery Target and Onsite Support Target for details on service level objectives.
  5. Bronze and NBD Gold plans include installation of non-customer replaceable units (non-CRU) only. Gold plan includes installation of CRUs.
  6. See Terms and Conditions for Severity definitions.
  7. Quantum Global Holidays

Phone Contact

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

Quantum Recognized Holidays

Service on a Quantum recognized holiday will be deferred to the next Business Day unless 7x24 support is purchased. Recognition of holidays is per custom in each country. See the list. 

QUANTUM ESCALATION PROCESS

Escalation policy and definitions