Enterprise 24x365 Support Option
Enterprise 24x365 is Egenera's most comprehensive service offering. This cost-effective plan delivers all features of the services provided under both the BladeFrame Limited Warranty and the Software Subscription program plus initial installation, four-hour parts replacement, 24x365 on-site technical support for Field Replaceable Units (FRU) and quarterly reviews with a designated Egenera services professional.
To help ensure that every BladeFrame system meets customer expectations, the Enterprise 24x365 program provides pre-deployment and installation activities including a site survey, hardware setup, networking and storage connectivity, configuration assistance, boot and test of operating system, installation of a terminal server for remote monitoring and phone home capabilities, and on-site customer orientation.
Customers have access to on-site FRU support from highly trained Egenera field engineers on a 24x365 basis, ensuring virtually uninterrupted operation.
Toll-free technical assistance is available on a 24x365 basis. Egenera's single-tier support model means you'll be working with a technical support engineer from the beginning, significantly reducing the time needed to resolve inquiries.
Enterprise 24x365 customers in major metropolitan areas can receive delivery of replacement blades within four hours. Our nationwide network of parts depots enables Egenera to maintain this mission-critical response-time commitment.
Unlike competitors' plans that offer just 90 days of software support, Egenera provides support for all system software for the length of the contract, including 24x365 toll-free assistance for the current major release through one major release back.
Customers receive online access to software updates, including downloadable patches and maintenance releases, via a secure, user-friendly Web site.
Customers automatically receive proactive delivery of software upgrades, including both major and minor releases. Technical assistance is also provided.
Recognizing that the BladeFrame will be deployed in mission-critical environments, Egenera designed the system to identify and resolve irregularities before they impact performance, maximizing uptime and value to the customer. Egenera can also remotely monitor performance on a 24x365 basis and proactively respond.
Through a secure login to the Egenera Web site, customers can access a wide range of online services including installation scheduling, service-call placement, submission and review of service tickets, parts status and FAQs.
If a BladeFrame hardware or software component should fail, Egenera will promptly replace it, including on-site installation if required. Both parts and labor are covered; the customer incurs no out-of-pocket expenses.
Enterprise 24x365 customers benefit from a quarterly review with the highly skilled services representative assigned to their account. This individual performs the initial installation, is based locally, and maintains an ongoing relationship with the customer's datacenter personnel. During these quarterly review sessions, the Egenera representative ensures that customer expectations are being met by verifying overall BladeFrame system operation, the performance of individual components, and the responsiveness of Customer Service procedures and personnel both in the field and at the corporate office.
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