Spectra Logic spectra t50 User Guide

Appendix B.  Service and Support

128

Before taking any action with SpectraGuard Technical Support, follow these steps.

1. Review the Messages, if possible (see Checking Messages on page 111), and take 

any action described in the message(s).

2. Review and follow any troubleshooting procedures applicable to your problem 

(see Troubleshooting on page 110).

If the problem is still unresolved, contact SpectraGuard Technical Support. Note that 
the type of response you receive depends on your level of service contract and the 
method you use to contact Technical Support; see the table below.

When you contact SpectraGuard Technical Support, they open a support ticket to track 
your problem and resolution in detail.

• You can use AutoSupport to open a ticket, if it has been enabled and configured.

• To configure AutoSupport, see Configuring AutoSupport on page 58.

• To use AutoSupport, see Using AutoSupport on page 67.

• If you need to open a ticket using telephone, e-mail, or the Internet, see Opening a 

a. For complete service plan and option descriptions, see Advanced Service Options  on page 132.

b. All times indicated are in local time.

c. Service is dispatched after the problem is diagnosed by SpectraGuard staff and within the set dispatch hours.

Monday-
Friday
8am - 5pm

Monday-
Friday
8am - 5pm

Monday-Friday
8am - 5pm

24-hour 
telephone

ASM

AutoSupport 
Level 2

24 hours/day
7 days/week

24 hours/day
7 days/week

d

d. Telephone Technical Support after submitting the AutoSupport ticket request for after-hours responses.

Monday-Friday
8am - 5pm 

e

e. Service dispatched the same day if the problem is diagnosed before 1pm, otherwise by noon next business day.

ASM

AutoSupport 
Level 2

24 hours/day
7 days/week

24 hours/day
7 days/week

e

Around-the-
clock service 
within four 
hours.

ASM

AutoSupport 
Level 2