Our Service plans are designed to keep your data safe, protecting it even before issues arise
With growing volumes of information, increased security restrictions, and the huge impact that inaccessible or lost data can have on your resources, it’s important to have a comprehensive solution in place to manage it all.
Quantum提供了旨在在180多个国家/地区的独特需求，24/7在线和多语言电话支持，以及通过StorageCare®Gaindian进行主动监控的计划。您还可以访问在线自助服务，这允许您实时登录和跟踪服务呼叫。
Review the details of your service request to verify the following facts:
Once you have completed this review, contact the assigned technician for your support request, or call Quantum StorageCare Technical Support and ask the on duty Escalation Manager to trigger an escalation.
Once an escalation request has been made, an escalation manager will be notified and will evaluate the situation and determine the appropriate resources to assign and/or process corrections to make.
当时客户将使用修订后的行动计划更新。
量子Standard Hardware and Software Service Offerings
Some customers may have special support needs that are addressed through support plan options. These needs may involve better than Gold response, service at unattended sites and service at sites that require response from US Citizens
Quantum支持客户在云位置备份，复制和归档数据的努力。对于每个Q云提供量子提供支持，以确保成功的客户云操作
Service plans tailored for our SuperLoader 3 Autoloader product
Service plans and warranties tailored for our stand-alone tape drives
如果报告了严重性1关键问题，则会有一个独立的升级过程，以确保适当的管理意识和技术资源适用于该问题，如果尚未参与。
量子creates a service request
客户从量子技术支持收到电话支持
问题致力于理解根本原因
Automatic e-mail sent to Tech Support Management team for awareness
Tech Support Engineers sends issue summary to Management team
通过客户开发并同意的沟通计划
由于启动了升级，指定的技术支持工程师将与您合作，以确定适合您需求的通信计划。所有更新的通信模式（电子邮件，电话或电话会议），频率和所需与会者将进行协议。如果需要，客户服务总监或其他服务领导者将参加任何预定的会议呼叫，以确保对当前进度满意。
量子StorageCare技术支持工程师d Escalation Managers have the ability to engage other vendors via TSANet (Technical Support Alliance Network). For this to be utilized, the customer will be required to open a support ticket with that vendor and provide standard problem details. Once that is done, the call reference can be passed to Quantum support who will engage with that vendor.
Once the support request is back on track and making acceptable progress toward resolution, it can be de-escalated. Before the escalated service request is closed, the Escalation Manager, if assigned, or the Support Engineer will complete the following tasks:
| Severity Level | 描述 | 例子 |
| Critical | Production use of the covered Quantum product is stopped or so severely impacted that critical business functions cannot be performed. |
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| Major | 量子产品能够执行标准功能，但产品性能或功能严重降级或有限。 |
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| Minor | 量子产品正在经历轻微的服务，异常或美容缺陷，这造成了很少或没有业务影响。分辨率可能需要解决方法或硬件/软件升级以减轻问题。 |
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