Spectra Logic 10000 User Manual download pdf (Page 109)

Chapter 8. Technical Support and Service

109

Contacting Technical Support

Opening a Support Ticket

If you have a problem which cannot be resolved by following any of the suggestions in

Chapter 7. Troubleshooting, contact Technical Support.

Before you contact Spectra Logic Technical Support, ensure that you have the

following information on hand:

• Your Spectra Logic customer number

• Company name, contact name, phone number and email address

• Library model and serial number

• Type of host system being used

• Type and version of operating system being used

• Type and version of backup software being used

• Problem description (type of failure with specific information on the process that

failed)

RMA Returns

If you cannot resolve your library problem after working with a Spectra Logic technical

Support representative, you may want to return the library to Spectra Logic for

servicing.

To return the library for service:

1. Obtain an RMA number from a Technical Support representative.

2. Pack the library in its original shipping materials as described in Packing the

Library for Shipment on page 89. If the library is improperly packed, the library

warranty is void.

3. Send the library to the following address:

Spectra Logic Corporation

Attn: [RMA number]

Suite B

5571 Arapahoe Avenue

Boulder, Colorado 80303 USA

Note: Be sure to reference the RMA number on your library, or its repair

will be delayed.

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Spectra Logic 10000 User Manual Page 109