Руководство Пользователя для Spectra Logic spectra t120

Appendix B.  Service and Support

172

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

1. Review the System Messages, if possible (see Checking Messages on page 126), 

and take any action described in the message(s).

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

(see Chapter 13. Library Troubleshooting or Chapter 14. Drive Troubleshooting).

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. See Opening a Support Ticket on page 173.

a. For complete service plan and option descriptions, see Advanced Service Options  on page 177.

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 
Levels 2 and 3

d

d. AutoSupport Levels 2 and 3 are not currently available.

24 hours a day
7 days a week

24 hours a day
7 days a week

e

e. You must telephone Technical Support after submitting the AutoSupport ticket request.

Monday-Friday
8am - 5pm

f

f. Service is dispatched on the same day if the problem is diagnosed before 1 p.m., otherwise dispatched by noon the next 

business day.

ASM

AutoSupport 
Levels 2 and 3

d

24 hours a day
7 days a week

24 hours a day
7 days a week

e

Around-the-clock 
service within 
four hours.

ASM

AutoSupport 
Levels 2 and 3

d