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Appendix A—Service and Support
June 2010 Spectra nTier700 Backup and Archive Appliance
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APPENDIX A—SERVICE AND SUPPORT
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: www.spectralogic.com/warranty-service
for information about the warranty and service options for your Spectra
nTier700.
Before Contacting Spectra Logic Technical Support
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.
System Messages If you are encountering problems, review any System
Messages that have been posted and take any action described in the
message(s).
Product Support For additional troubleshooting information, check the
Spectra Logic Product Support page at www.spectralogic.com/support and
the Knowledge Base and FAQ page at www.spectralogic.com/
knowledgebase.
Opening a Support Ticket
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.
1. Note the problem, including what happened just before the failure
occurred.
2. Gather the following information:
Your Spectra Logic customer number
Company name, contact name, phone number, and email address
nTier700 serial number
Type of host system being used
Type and version of operating system being used
Type and version of application software installed on the nTier700
3. Contact Spectra Logic Technical Support (see Contacting Spectra Logic
on page 4).