SpectraGuard Global Support
Supporting you is our number one priority
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 24/7 support to keep your operations running smoothly without interruption. With an industry-leading average response time of just 30 seconds, our technical experts and management team ensure you receive the support you need, when you need it.
Our centralized team at our corporate headquarters in Boulder, Colorado, works in tandem with our European and Asian support centers to provide true global coverage. Every incident is managed with clear ownership and a focus on rapid resolution, minimizing downtime and keeping your data protected.
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 occurs, LumOS and BlueScale automatically initiate the support process with built-in “phone home” functionality. The system alerts the SpectraGuard support team, sends error logs, and opens an incident ticket on your behalf—no phone call required.
By providing SpectraGuard with real-time trace logs, system status, and configuration details, issues can often be identified and resolved before they affect operations. Because we know rapid recovery matters, this powerful capability is included for all Spectra Logic customers at no extra cost.
When a critical error occurs, LumOS and BlueScale management software can automatically initiate support on your behalf. With “phone home” functionality, the system notifies the SpectraGuard support team, sends detailed error logs via email, and opens an incident ticket—often before you’re even aware of the issue.
This automated process provides SpectraGuard with trace logs, status information, and library configuration details, significantly increasing the likelihood of resolving issues before they impact operations. Because rapid response and recovery are vital, this powerful capability is included with every Spectra Logic library at no additional cost.
With advanced management tools like LumOS and BlueScale, your library can automatically monitor and report its health and performance. These systems continuously track critical components such as drives, power supplies, controllers, and robotics. When attention is needed or an error is detected, automated alerts ensure you stay informed without manual oversight.
By enabling features like automated email notifications and proactive system checks, your library effectively manages itself, giving you real-time visibility and reducing the need for constant manual intervention. Whether you require routine updates or critical alerts, LumOS and BlueScale empower you to maintain optimal performance with minimal effort—ensuring your data remains protected and accessible.
New LumOS 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
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.
