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Quantum introduces new remote monitoring and diagnostic service to deliver highly reliable backups and rapid issue resolution

  • 27 June, 2005 10:54

<p>StorageCare Guardian Further Demonstrates Quantum's Commitment to Deliver Outstanding Customer Satisfaction with Its Backup, Recovery and Archive Solutions</p>
<p>Sydney, Australia, June 27, 2005 – Quantum Corp. (NYSE:DSS), a global leader in storage, today announced StorageCare™ Guardian, a remote monitoring and diagnostic solution designed to deliver highly reliable backups and rapid resolution time for customers. Leveraging the intelligence inside Quantum’s storage systems, StorageCare Guardian proactively monitors the health of the units, uses diagnostics data to predict possible failures, and determines whether or not the problem involves a Quantum product or other critical components in the environment. Through a Web interface, it provides secure, two-way communications between Quantum’s Global Services organization and the diagnostics in Quantum tape libraries and disk-based backup systems.</p>
<p>A key feature of Guardian is its ability to proactively monitor for common errors and then alert Quantum, so the company can respond before there is a serious issue. If there is a need for service, the data collected from the customer’s environment provides better diagnostic information that will help Quantum to isolate the root cause and provide solutions more quickly. The benefit to the customer is that problems that may have taken days to address can now most often be fixed in minutes.</p>
<p>“Ensuring reliable backup is a critical issue for IT professionals,” said Doug Chandler, program director, storage software and services for IDC. “And in the typical multi-vendor implementation, if a backup fails, it is often difficult to diagnose the source of the problem. With Quantum’s proactive monitoring service, potential problems can be detected earlier, helping to reduce failed backups and machine downtime. In addition, by using intelligent diagnostics, Quantum can identify the root cause of a failure, helping to avoid the finger-pointing that might otherwise occur among the suppliers.”</p>
<p>Quantum believes that its StorageCare Guardian service will, in many cases, deliver at least 70 percent improvement in the time it takes to resolve a backup failure versus its already superior service delivery methods. The benefit is realized when current problem resolution methods such as manual data collection and onsite visits are eliminated or reduced.</p>
<p>Quantum’s commitment to providing its customers with the best possible experience is also reflected in the fact that it designs all its products for seamless serviceability. For example, to deliver maximum uptime and faster service resolution, Quantum has greatly enhanced the remote diagnostic capabilities in its recently announced PX510 rackmount enterprise-class tape library. These comprehensive diagnostics provide StorageCare Guardian with important detailed information on the library and allow Quantum to provide even more responsive service.</p>
<p>The introduction of StorageCare Guardian is the latest step taken by Quantum to meet its goal of delivering the best service value proposition in the industry. In recognition of its efforts, Quantum was recently awarded the distinguished NorthFace ScoreBoard Award by the Omega Management Group. Applied to industries such as technology, financial services and healthcare, the award measures a customer's experience with its vendor in all key aspects of their relationship and recognizes companies such as Quantum that not only offer exemplary service to its customers but also demonstrate a deep and fundamental commitment to exceeding customer expectations. Of note, Quantum was the only leading storage vendor to win the award.</p>
<p>Quantum’s Global Services organization also received for its second consecutive year the Support Center Practices (SCP) Certification which is an independent "Gold Seal of Approval" that signifies world-class technology support. In addition to the external reviews by the Omega Management Group and SCP, Quantum also conducts internal assessments of customers after every service engagement. For the just completed six-month period, 92 percent of all respondents said their support experience met or exceeded expectations. For enterprise customer respondents alone, the rating was 96 percent.</p>
<p>“There is too much at stake not to do business with companies such as Quantum that put their time, money and effort into making their customers successful,” said Craig Tamlin, Australia and New Zealand country manager for Quantum. “Quantum’s new Guardian service will enable us and our customers to prevent many problems from ever happening and fix them faster when they do occur.”</p>
<p>The Guardian service is scheduled to launch in August and will be rolled out across Quantum’s product line starting with PX-Series libraries and DX-Series virtual tape libraries. Interested parties can simply go to or, from the Quantum website,, click on "Service and Support," and then click the "StorageCare Guardian" icon. There is no setup charge or ongoing fee for the service for customers with products under warranty or service contract.</p>
<p>About Quantum
Quantum Corp. (NYSE:DSS), a global leader in storage, delivers highly reliable backup, recovery and archive solutions that meet demanding requirements for data integrity and availability with superior price/performance and comprehensive service and support. Quantum offers customers of all sizes an unparalleled range of solutions, from leading tape drive and media technologies, autoloaders and libraries to disk-based backup systems. Quantum is the world's largest volume supplier of both tape drives and tape automation and has pioneered the development of disk-based systems optimized for backup and recovery. Quantum Corp., 1650 Technology Drive, Suite 800, San Jose, CA 95110, (408) 944-4000,
Press Contact:
Woei Chyi Lim, PR &amp; Marcoms Manager, Quantum
(+ 65) 6432 2866,</p>
<p>Fiona Martin, Managing Director, Max Australia
(61 2) 9954 3492,</p>
<p>Quantum, the Quantum logo, DLT and DLTtape are trademarks of Quantum Corporation registered in the United States and other countries. StorageCare is a trademark of Quantum Corporation. All other trademarks are the property of their respective owners.</p>
<p>"Safe Harbor" Statement under the U.S. Private Securities Litigation Reform Act of 1995: This press release contains "forward-looking" statements within the meaning of the Private Securities Litigation Reform Act of 1995. Specifically, without limitation, statements relating to customer benefits from Quantum’s StorageCare Guardian service, are forward-looking statements within the meaning of the Safe Harbor. These statements are based on management's current expectations and are subject to certain risks and uncertainties. As a result, actual results may differ materially from the forward-looking statements contained herein. Factors that could cause actual results to differ materially from those described herein include, but are not limited to, operational difficulties, the ability of competitors to introduce new solutions that compete more successfully with our solutions and unanticipated changes in customers’ needs or requirements. More detailed information about these risk factors, and additional risk factors, are set forth in Quantum's periodic filings with the Securities and Exchange Commission, including, but not limited to, those risks and uncertainties listed in the section entitled "Management's Discussion and Analysis of Financial Condition and Results of Operations -- Risk Factors," on pages 32 to 42 in Quantum's Annual Report on Form 10-K filed with the Securities and Exchange Commission on June 8, 2005; and those described in any subsequently filed reports. Such reports contain and identify important factors that could cause actual events and results to differ materially from those contained in our projections or forward-looking statement.</p>
<p>Quantum expressly disclaims any obligation to update or alter its forward-looking statements, whether as a result of new information, future events or otherwise.</p>

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