Quantum W00018 User Manual
Worldwide End-User
Standard Limited Product Warranty
The warranty information included in this document applies to products sold to end-users by Quantum or one of its authorized Value-Added
Resellers (VARs) or Distributors. Service contract upgrades to higher response levels are also available for selected products. For additional
warranty details and post-warranty service/support options, please contact your Quantum Authorized Reseller or local Quantum Representative, or
visit http://www.quantum.com/supportoptions.
End User Warranty Periods
Product Quantum Standard Warranty Installation Requirements
Travan Standalone Tape Drives Two-year 5x9 Phone Support with Rapid Exchange1 Customer Installable
DDS/DAT Standalone Tape Drives Three-year 5x9 Phone Support with Rapid Exchange1 Customer Installable
GoVault Removable Disk Dock Three-year 5x9 Phone Support with Rapid Exchange1 Customer Installable
GoVault Removable Disk Cartridge Three-year 5x9 Phone Support with Rapid Exchange1 Customer Installable
DLT-VS80, VS160 and V-4 Standalone
Tape Drives
LTO-2HH, LTO-3 Standalone Tape Drives Three-year 5x9 Phone Support with Rapid Exchange1 Customer Installable
SDLT 320, SDLT 600, DLT-S4 Three-year 5x9 Phone Support with Rapid Exchange1 Customer Installable
Quantum ValueLoader, SuperLoader 3 One-year 5x9 Phone Support with Rapid Exchange1 Customer Installable
M1500, Quantum SuperLoader Three-year 5x9 Phone Support with Rapid Exchange1 Customer Installable
M1800 Three-year warranty. First year: On-site 5x9x next day
PX502 One-year on-site service: 5x9 next day response2 Customer Installable
M2500, P4000, P7000, PX506, PX510,
PX720
DX30, DX100 Hardware and Software: One-year on-site service: 5x9 next day
DX3000, DX5000 Guardian One-year On-site3: With StorageCare™ Guardian
DPM5500 Guardian One-year On-site3: With Guardian installed, 5x9 next
Tape Drive Add-ons, Prism Hardware
Options and Upgrade Kits
4
Quantum Repairs Return to Factory - Thirty-days or the balance of the original
Third Party Hardware or Software when
provided by Quantum
Three-year 5x9 Phone Support with Rapid Exchange1 Customer Installable
response
Exchange
2
. Second, Third year: 5x9 Phone Support with Rapid
1
Customer Installable
One-year on-site service: 5x9 next day response2 Quantum or Quantum
authorized service provider
Quantum or Quantum
authorized service provider
response
2
Customer Installable
installed, 5x9 next day on-site response for the chassis, raid
controllers and Optyon adapters; and Rapid Exchange for the
power supplies, fans and disk drives.
Customer Installable
day on-site response for the chassis, raid controllers and Optyon
adapters; and Rapid Exchange for the power supplies, fans and
disk drives. Software: One-year 5x9 telephone support.
P Series, M2500 - 5x9 next day response2, or corresponding
library warranty or service agreement, or thirty-day on-site
Quantum or Quantum
authorized service provider
service, whichever is longer.
L Series, SuperLoader, SuperLoader 3 and M1500 - Rapid
Exchange
1
for the balance of the original warranty or service
agreement, whichever is longer.
DX30 and DX100: Hardware and Software: One-year on-site
service: 5x9 next day response
2
, or corresponding library
warranty or service agreement, whichever is longer.
warranty.
Unless specified above, all third party hardware and software is
provided AS IS. However the non Quantum supplier or publisher
may provide their own warranty.
1
Quantum reserves the right to choose, at its sole discretion, Rapid Exchange of the whole unit or failing part.
2
5x9 next day target response is available in many regions around the world, but where not available, the warranty is Rapid Exchange. On-site response may be
available at an additional charge. Please consult the Warranty Coverage Territory List at http://www.quantum.com/ServiceableCities
5x9 next day coverage is available or contact your local Quantum representative for more information.
3
Guardian One-year On-site: With StorageCare™ Guardian installed, 5x9 next day target response for the chassis, raid controllers and Optyon adapters; and Rapid
Exchange for the power supplies, fans and disk drives.
5x9 next day target response is available in many regions around the world, but where not available, the warranty is Rapid Exchange. On-site response may be available
at an additional charge. Please consult the Warranty Coverage Territory List at http://www.quantum.com/ServiceableCities
coverage is available or contact your local Quantum representative for more information.
4
Standard Warranty for add-ons, options and upgrades performed to a Quantum product out of warranty is thirty days, return to factory. Time and materials charges for
on-site repairs are applicable.
Rev.18, Effective: August 1, 2006 Page 1 of 4
W00018
for a complete list of areas where 5x9 next day
for a complete list of areas where
Worldwide End-User
Standard Limited Product Warranty
Limited Warranty
Claim Process
5x9 Hardware and Software Telephone Support
Base support is 5x9 telephone support; five days a week, nine hours a day (Monday-Friday, 8AM-5PM, local time excluding Quantum or country
holidays). Inquiries may be answered past these hours but responses for support may be limited.
During the term of this Limited Warranty, Quantum will provide software support for the currently marketed version of the softwar e licensed from
Quantum as well as providing support for the most recent prior version of the software.
Please note: Quantum shall use commercially reasonable efforts to respond to a specific response time. However, the times specified are
targets and not a guarantee.
To enable Quantum to provide the best possible support, the customer must have the most recent version of firmware and software installed.
Rapid Exchange: Tape Drives, GoVault Removable Disk, L-Series, M1500, M1800, SuperLoader3, ValueLoader and SuperLoader
Warranty Claims
For Products that require repair during the term of this Limited Warranty, Quantum will arrange for shipment of a replacement Product or Part at
Quantum’s discretion on a Rapid Exchange basis. The target ship date of the Rapid Exchange Product or Part is two (2) business days after receipt
of the call.
Rapid Exchange Products or Parts will be provided by contacting the Quantum Customer Support Center who will:
i. Diagnose the problem
ii. Ship a replacement Product or Part to the End User
iii. Issue a Return Authorization (RA) Number
Rapid Exchange shipments require the customer to provide Quantum with a credit card hold or another form of Quantum-specified collateral for
security purposes. Once the defective Product or Part is received by Quantum, the hold/deposit will be released. If a credit card or another form of
Quantum-specified collateral is not provided, then the replacement product cannot be sent until defective product has been received by Quantum.
In the event the defective Product or Part is not received by Quantum within fourteen (14) business days after the customer has received a
replacement Product or Part, Quantum will convert the hold/deposit to a charge. The requestor is responsible for the full retail value of the missing
Product or Part. Additionally, the warranty will be void on the Product or Part that Quantum shipped out as p art of the Rapid Exchange Program
AND the Product or Part that was not returned. The defective Product or Part must be returned to a Quantum-specified receiving location with the
RA number clearly indicated on the outside of the shipping package. Replacement Products or Parts shall be furnished on an exchange basis and
may be either new or reconditioned as new.
Removal, shipment to Quantum shipping insurance and loss or damage of the failed Product or Part, as well as the installation and configuration of
the replacement Product or Part is the responsibility of the End User. The customer may choose an on-site field call at the then-current price for
removal and installation of the replacement Product or Part. Products, Parts and Repairs shipped to the End User by Quantum, shall be freight
prepaid by Quantum. Responsibility for loss or damage shall be on Quantum. Quantum shall not be responsible for any handling fees, import duties
or tariffs, or delays as a result of customs.
Next Day Response: PX500-Series, PX720, DX30, DX100, M1800, M2500 Warranty Claims
For Products that require repair during the term of this Limited Warranty, Quantum w ill dispatch a Field Service Engineer the f ollowing business day
after receipt of your call. Calls received after 1:00 P.M. local time may be responded to on the second business day. Next business day response
times are subject to End User location, End User availability, parts availability and resource availability.
Next day response will be provided by contacting the Quantum Customer Support Center who will:
i. Diagnose the problem
ii. Ship a replacement Field Replaceable Unit (FRU) and/or dispatch Quantum or a Quantum Service Partner to the equipment site
Guardian One-Year On-site: DX3000, DX5000, DPM5500 Warranty Claims
With StorageCare™ Guardian installed, 5x9 next day on-site target response for the chassis, raid controllers and Optyon adapters; and Rapid
Exchange for the power supplies, fans and disk drives. DPM5500 software warranty is one-year 5x9 telephone support. Warranty support will be
commercially reasonable effort if StorageCare™ Guardian is not installed.
StorageCare™ Guardian is a remote monitoring and diagnostic solution that enables Quantum to proactively monitor the health of
products. It uses diagnostic data to predict possible failures and determine whether or not the problem involves a Quantum p roduct or other critical
component in the customer’s backup environment.
Please note that 5x9 next day response is available in many regions around the world, but where not available, the warrant y is Rapid Exchange for
customer replaceable units after technical support determination of unit failure. Rapid Exchange is shipment of parts within two (2) business days
after receipt of the call. On-site response may be available at an additional charge.
Replacement Products or Parts shall be furnished on an exchange basis and may be either new or reconditioned as new. Quantum offers the best
available exchange for your replacement parts. Customer may have to act as the importer of record.
Americas Customer Support
North America, South America & Canada
Phone: 800-284-5101
Or 949-725-2100
Rev.18, Effective: August 1, 2006 Page 2 of 4
W00018
Quantum Support Contact Information: http://www.quantum.com/contactsupport
European Customer Support
Europe, Middle East & Africa
UK, France, Germany: 00800 4 7826 886
All other countries: 44 1256 848748
Email: eurohelp@quantum.com
Asia Pacific Customer Support
Australia: 1-800 285 435 (toll-free)
China, New Zealand, Hong Kong, Korea,
Malaysia, Philippines: {International Access
Code} + 800-8782-6886 (toll-free)
India: 1 800 425 8273 (toll-free)
Japan: 813-5978-0070 or 1 (949) 725 2100
Other Asia Pacific: 1 (949) 725 2100
Quantum
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