Spectra Logic NTIER700 User Manual

Appendix A—Service and Support

June 2010

This section replaces Appendix A, “Technical Support.” 

SpectraGuard™ Support provides a worldwide service and maintenance 
structure, refined over many years to provide timely, professional service. 
Go to Spectra Logic’s web site at: 

for information about the warranty and service options for your Spectra 
nTier700.

If you have a problem with your nTier700, use the information in this 
section to obtain help with resolving the problem. If the problem persists, 
open a support ticket.

If you are encountering problems, review any System 

Messages that have been posted and take any action described in the 
message(s).

For additional troubleshooting information, check the 

Spectra Logic Product Support page at 

 and 

You can use AutoSupport to open a ticket, if you have AutoSupport 
configured. Refer to the Spectra nTier700 Backup and Archive Appliance User 
Guide for detailed information about configuring and using AutoSupport 
to open a support ticket.

If you need to open a ticket using telephone, email, or the Spectra Logic 
web site, use the following instructions.

Note the problem, including what happened just before the failure 
occurred.

Gather the following information:
ƒ Your Spectra Logic customer number
ƒ Company name, contact name, phone number, and email address
ƒ nTier700 serial number
ƒ Type of host system being used
ƒ Type and version of operating system being used
ƒ Type and version of application software installed on the nTier700

Contact Spectra Logic Technical Support (see