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Technical support
Technical support is rarely a differentiator among products in our surveys, but Spectra Logic's 6.23 in the midrange category was almost a half-point higher than IBM's 5.79 (see the "Technical support" graph within "Rankings of midrange tape libraries"). Spectra Logic's score was also buoyed by a 6.54 for "The vendor's third-party partners are knowledgeable" and a 6.23 for "The vendor's support personnel are knowledgeable." It also received a 6.38 for the statement "The vendor provides adequate training." IBM's midrange support rated a 6.17 for the statement "Vendor supplies support as contractually specified."
Prior to its merger with Sun, StorageTek was well known for its exemplary support. That measure of excellence has apparently been maintained in the postmerger organization: Sun won the enterprise category with a 5.75 score. IBM and HP, also known for excellent support, weren't far behind with a 5.65 and 5.64, respectively (see the "Technical support" graph within "Rankings of enterprise tape libraries").
Choosing a service plan can be a key decision, too. Wanting to ensure support for its ADIC Scalar i2000, Waterbury Hospital's Adamo contracted with ADIC for its highest level service plan--and it has paid off. "They're willing to come out any day of the week," says Adamo. "We have a contract, that's why."
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