Award Winning Support
SpectraGuard Global Support
Supporting you is our number one priority
OVERVIEW
SpectraGuard Global Support
Spectra Logic SpectraGuard® Global Support is committed to providing superior service to help your company achieve the least amount of downtime and avoid costly disruptions to your operations. We proactively manage and minimize technical issues by providing the correct tools, expertise, and resources needed to ensure rapid resolution. From the time an issue is opened to the time it is resolved, SpectraGuard is proud to be the technical resource you can rely on to keep your operations running smoothly, while earning your utmost satisfaction.
For more than 40 years, Spectra has taken a personal and attentive approach to every support interaction with our customers, regardless of severity level or client size. This allows us to surpass the typical support experience and truly exceed expectations. Spectra Logic is proud to be the technical resource you can rely on to keep your operations running smoothly. We are here for you.
The SpectraGuard Difference
SpectraGuard delivers quality, seamless support 24 hours a day, 7 days a week, 365 days a year. With an industry-leading, average speed of answer for incoming calls of 30 seconds, our technical experts and management are available to ensure you are receiving the support you require when you require it. Our centralized location at our corporate headquarters in Boulder, Colorado is complemented by our European and Asian support teams to provide global time-zone coverage. This ensures that incident ownership around the world is handled effectively and expeditiously, with minimal time to resolution.
SpectraGuard support provides immediate access to our Tier 1 technical staff on initial call. This allows troubleshooting to begin right away and an unprecedented 98% of incidents to be resolved at the Tier 1 level. Our highly trained and specialized support team can remotely connect to your unit, review logs and run diagnostics for a quick and complete assessment of your issue. If further expertise is necessary, we employ a seamless, internal technical escalation path to support engineering for more complex issues.
Our effective case administration and escalation management processes ensure high-level visibility to issues and provide the quickest path to resolution. We employ a multifaceted notification procedure to alert our escalation, management, and engineering teams of critical customer issues. Our account-based escalation process monitors all incidents with enterprise-level customers to ensure the proper handling and resources are being applied. To minimize disruptions to operations, our critical case notifications alert our escalation team at the point any customer’s unit is down. Daily management meetings, combined with ongoing executive reporting, provide a review of all open incidents so our management team can assist with streamlining the resolution process.
When a critical error on the library occurs, BlueScale AutoSupport has “phone home” functionality that notifies the SpectraGuard support team, sends error logs via email, and automatically opens an incident on your behalf. Without even making a phone call the support process is initiated, providing us the trace logs, status information and library configuration details increasing the likelihood the issue can be resolved before having an operational impact. As we understand the importance of this feature to response and recovery times, this benefit is offered to all our customers at no additional cost.
When a critical error on the library occurs, BlueScale AutoSupport has “phone home” functionality that notifies the SpectraGuard support team, sends error logs via email, and automatically opens an incident on your behalf. Without even making a phone call the support process is initiated, providing us the trace logs, status information and library configuration details increasing the likelihood the issue can be resolved before having an operational impact. As we understand the importance of this feature to response and recovery times, this benefit is offered to all our customers at no additional cost.
The BlueScale mail system can automatically send an email message to any designated recipient for any system message generated by the library. Additionally, with the BlueScale AutoSupport feature set up, your library self-monitors its drives, power supplies, controller, and robotics, alerting you when they need attention, or when an error has potentially occurred. This allows you to set up the library to do the work for you. You can proactively manage and maintain your library through alerts and updates at the level your business requires.
New Bluescale software releases provide access to the innovative features and functionality enhancements that are continually being developed by Spectra’s engineering teams. Code updates also contain patches to ensure the optimized performance and reliability of your Spectra product.
SpectraGuard’s technical support portal enables access to online incident creation and tracking, and the ability to download service keys and firmware updates as they are released. You can view your account details and records of incident/download history, as well as research knowledge base articles and other documentation relevant to your ongoing operations.
SpectraGuard’s disaster recovery program provides customers with a loaner replacement library, as well as remote or onsite installation in the unfortunate event that a disaster situation has damaged or destroyed the original library to the point that data cannot be restored. This industry-first program prioritizes our customers’ pressing needs to minimize disruption to critical business operations.
Many IT vendors employ a pricing model wherein the support fees are relatively moderate in the initial years of ownership, but then tend to spike significantly as the product ages. This “hockey-stick” approach forces users to absorb sudden and substantial year over year price increases, often when their dependency on the technology and the barriers to change are high. Spectra is keenly aware of the pain this causes and instead follows a unique, industry-first price protection plan on all of our support offerings for our tape products. We guarantee the list price of your annual support agreement will never go up more than the rate of inflation year-over-year, as determined by the U.S. Consumer Price Index.
Service and Support Offerings
Base Support Plans | Supplemental Support Plans
We're dedicated to supporting you!
When you need us most, we’re always here for you.
Get in touch with our SpectraGuard team at the link below.
