Quantum

Quantum Hardware

Quantum Corporation is a manufacturer of tape drive, tape automation, and disk-based data deduplication backup, recovery and deduplication storage products for physical, virtual and cloud environments. It also sells scalable file storage systems and archive software and appliances for managing data. The company's headquarters is in San Jose, California. From its founding in 1980 until 2001, it was also a major disk storage manufacturer (usually second-place in market share behind Seagate), and was based in Milpitas, California. Quantum sold its hard disk drive business to Maxtor in 2001.

Our Solution

We provide a full break fix solution with all parts and labor included and guaranteed response times. We place great importance in advance preparation so that we have skilled staff in the right place with the right part at the right time. All departments from our call center to our logistical teams are geared for high availability service delivery to meet the most demanding SLAs on a global basis.

We offer break-fix hardware maintenance with all parts and labor included to a variety of response times on the following families of Quantum products:

Tape Libraries
• Scalar i6000
• Scalar i500
• Scalar i40/i80
• Superloader 3
Disk Backup Systems
• DXi 8500
• DXi 6900
• DXi 6800
• DXi 6700
• DXi 4700
• DXi V- Series
Stand Alone Tape Drives
• LTO tape drives of all generation

Our Credentials

We employ deeply skilled and highly qualified technical staff for all product lines listed and have subject matter experts that assist in complex or unusual issues. With a true “follow the sun” support function we assure that all support tickets are dealt with quickly and efficiently regardless of the time of day or day of week.

Service Description

We provide all parts and labor necessary to restore equipment functionality. Our skilled staff will quickly repair all hardware failures to keep your backup operations running smoothly. Disk retention is included in our contracted maintenance.

We offer a variety of SLAs to provide our clients with a choice based on a consideration of criticality of the equipment, and the cost of service. Our 7x24x365 call center will efficiently dispatch your call for service to responding technical staff.

Service Level Agreements (SLAs)

Introducing:

Solid Care

We offer a menu of hardware maintenance service level agreements that will ensure you have a fit for purpose level of service that also allows the possibility of significant savings over OEM charges. All support programs are expressed in terms of the number of hours covered in a day (24), the number of days in the week covered (7), and the maximum numbers of hours for a physical response from SSCS (4).

Our clients are welcome to choose the right level of care based on equipment and circumstance. And because we have the ability to set the SLA according to individual machines, you are not forced into only one SLA choice per location. All contract calls are acknowledged within 30 minutes of contact to our global call center and a ticket number will be provided.

Solid Care CRITICAL- 24 x 7 x 4 service provided around the clock coverage seven days a week including bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care URGENT - 9 x 5 x 4 service provided nine hours a day five days a week excluding bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care SELECT - 9 x 5 x NBD service provided on a next business day basis, excluding bank holidays. Our technical staff will bring a crash kit of common failure items to complete a repair.

*Restore Commitment & Custom SLA Available Under our Intensive Care programs. Please inquire how we can deliver up to a four hour RESTORE commitment.

Quantum Hardware

Software Service & Assurance

  • Phone Support – assist with operating system software related issues and troubleshooting
  • Log Analysis – provide in-depth troubleshooting and problem determination
  • Proactive Log Analysis – provide recommendations for system optimization
  • Firmware/Patching & Upgrade – where firmware is entitled to the end user and/or not restricted SSCS will assist in firmware acquisition and OS updates.
  • Remote Alert – for devices that have this function we will redirect the outbound messaging to our alert collection center and monitor the device for errors and alerts.

Firmware Entitlement

Firmware is restricted for all Quantum products. It has been SSCS’s experience that once a product reaches a post warranty period that firmware updates are very rarely needed. When/if one is, we will replace the mainboard with a board that has the proper firmware. We have been 100% successful in this approach.

Request A Proposal

If you are interested in a receiving a proposal from us we will need some details about your equipment. You can use the Quantum Model Number or Part Number. Please copy and paste these numbers into the configuration box or attach the file below. If there are any questions please make contact, we are happy to help.