Fujitsu Service Pack, 3Y, 1/2/3L f/ Primergy x10Sure, 5x9
Contents
1. CO THE POSSIBILITIES ARE INFINITE FUJITSU DATA SHEET ServicePack Contract Software Issue April 2009 Support and Subscription service for Software Introduction The ServicePack Contract provides software maintenance comprising telephone support and update services Fujitsu Technology Solutions will respond to a fault call within a defined time frame and during extended service times Two financial models are available for ServicePack Contract Up front payment for a fixed service period can be ordered within 90 days after product purchase or a prolongation thereof Regular payments with a minimum service period of 36 months The service applies to the software products specified in the Service Schedule it is delivered during the contracted service time This data sheet describes the general contents of the contractual services which are detailed in the product specific Technical Appendices as required Help desk Customers will be provided with the contact details as part of the signed contract documentation Our service offerings ServicePack Contract Software Basic Usually call handling comprises consultation and support by telephone during the fault analysis and diagnosis as well as consultation for a workaround or the elimination of the software problem On request and by agreement software corrections will be provided ServicePack Contract Software Classic Usually call handling comprises consultat2. ee in the eyes of the law These terms are in addition to the existing terms and conditions of Fujitsu Technology Solutions All rights reserved including intellectual property rights Technical data subject to modifications and delivery subject to availability Any Published by liability that the data and illustrations are complete actual or correct is excluded Designations may be trademarks and or copyrights of Fujitsu Technology Solutions GmbH the respective manufacturer the use of which by third parties for their own purposes may infringe the rights of such owner For further information see ts Fujitsu com terms_of_use html Copyright Fujitsu Technology Solutions GmbH 2009 ts Fujitsu com
3. ion and support by telephone during the fault analysis and diagnosis as well as consultation for a workaround or the elimination of the software problem Customer support is provided on site if the fault can only be diagnosed or eliminated on site On request and by agreement software corrections and software updates will be provided Remote Response Time 4h 2h Software corrections and software updates that are made available by the licensor or manufacturer subject to their terms and conditions SERVICES Data Sheet Support and Subscription service for Software Issue April 2009 Service levels Service Time The service time defines the time period within which the service is provided The following service times are available 5x9 local business hours on business opening days excluding public holidays Service 5x13 7 00 to 20 00 on business opening days Time excluding public holidays 7x24 Monday Sunday 24 hours including public holidays The remote response time begins within the agreed service time after call acceptance and stops outside the agreed service time Remote Response Time The remote response time refers to the maximum time within the agreed service time between the call acceptance and the specialist contacting the customer to start the diagnosis of the incident on a remote basis Software maintenance Software maintenance comprises the provision of corrections as well as the provision of s
4. oftware versions with new functions Depending on the manufacturer corrections can designate individual patches patch packs or minor releases sometimes called updates or upgrades Software versions with new functions are usually designated major releases The availability of corrections and or new versions depends on the manufacturer s license policy see technical appendix The installation of correction versions and new versions is usually not part of the standard service offerings Service period For service contracts with up front payment various service periods are available The duration begins with the day the software product is delivered For service contracts with regular payments the service period is a minimum of 24 months upon conclusion of the contract Page 2 of 4 Prerequisites Prerequisite for remote diagnostics under the ServiceContract Software Classic is the presence of remote access software that is approved by Fujitsu Technology Solutions and a modem in the system or on the LAN console at the customer s premises Recommendations Remarks Data backup is the responsibility of the customer It has to be checked with the local delivery organization whether the requested service level is available in the geographic locations to be contracted The product delivery and service features described above include a final list of the features of the subject of the contract and do not represent a quality guarant
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