Glossary

ARS (Advanced Replacement Service)

ARS offers a replacement service at no charge to the customer. The ARS replacement unit is a repaired or refurbished unit and will shipped to the customer within two business days of a successful claim, if available. This level of service is available in most countries. Please contact Tandberg Data for more information.

• Which Products are covered by ARS?
  o LTO Drives and RDX docks and media
• Which territories are covered by ARS?
  o EU-countries, Nordics, Switzerland
• How do I claim ARS?
  o Please visit: http://www.tandbergdata.com/emea/index.cfm/support/troubleshooting-checklist/
  Get in touch with Tandberg Data’s technical support team and provide log files
  Once the ARS has been authorized by Tandberg Data, please go to: http://forms.tandbergdata.com/Surveys/38/9BF7585E41BBC0F4/form.aspx
• What are the shipments and freight costs?
  o Tandberg Data will cover the freight costs. A return label to ship back the faulty
  unit will be provided with the ARS unit.

• What is covered by ARS-C?
  o “C” covered components of automation and disk solutions, typically CRUs (Customer Replacebable Units) e.g. drives, magazines, power supply.

RTB (Return To Base)

RTB is a basic product warranty. The customer must return the product for repair to Tandberg Data. The unit will be repaired or refurbished by Tandberg Data and the device will typically be shipped back to the customer within 14 days.

• Which products are covered by RTB?
  o All Tandberg Data tape drives, tape automation, RDX and disk solutions in non EU-countries
  o RTB is also sold as a tape automation and disk solutions uplift for protection in years 2 to 5
• Which territories are covered by RTB?
  o Complete territory
• How do I claim RTB?
  o We strongly recommend to get in touch with Tandberg Data’s technical support team first
  o Please visit http://forms.tandbergdata.com/Surveys/38/9BF7585E41BBC0F4/form.aspx
• TAT (Turn Around Time) of repaired units and freight cost
  o 10 working days after receipt of goods
  o Tandberg Data will take care of the freight cost when returning goods

SecureService^TM

• Which territories are covered by SecureService?
  o Please visit: http://www.tandbergdata.com/emea/index.cfm/support/secureservice/european-secureservice/
• What is covered by SecureService?
  o Hardware break-fix only (replace CRUs [Customer Replaceable Units], run functional test)
  o Not covered:
  The maintenance or functioning of any software associated with the equipment
  Firmware updates
  External electrical work
  Re-installation of customer´s operation system, application software or operational procedures of any sort
  Equipment inspection
• What Service Levels are offered by Tandberg Data?
  o 5x9xNBD (next business day)
  Onsite-Service and support with coverage five (5) days a week, nine (9) hours a day with next business day onsite service response time. This level of service is available in most countries. Please contact Tandberg Data for more information
  o 7x24x4 (same day)
  Onsite-Service and support with coverage seven (7) days a week, twenty-four (24) hours a day with an average four (4) hour onsite service response time. This level of service is available in most countries. Please contact Tandberg Data for more information
• What service levels are available when SecureService is not available?
  o RTB warranty

• What service uplifts are available?
  o EU-countries:
  ARS-C (Advanced Replacement Service-Components [only CRUs like drive, magazine, power supply)
  RTB warranty
  5x9xNBD (next business day on site service)
  7x24x4 (same day on site service)
  o EU-countries:
  RTB warranty

Download PDF with the attached English glossary.