Enterprise Normal Business Hours (NBH) Support Option
Enterprise NBH provides the features and services of the BladeFrame Limited Warranty and Software Subscription program plus initial installation, next-business-day parts replacement and onsite support for Field Replaceable Units (FRU) during normal business hours.
To help ensure that every BladeFrame system meets customer expectations, the Enterprise NBH 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 are entitled to on-site service the following business day, Monday through Friday, 8:30 a.m. to 5:30 p.m., from highly trained Egenera field engineers.
Toll-free technical assistance is available on a 24x365 basis. Egenera's single-tier support model means you'll be working with a highly skilled system administrator from the beginning, significantly reducing the time needed to resolve inquiries.
Egenera provides next-business-day delivery of replacement blades. Shipments to major metropolitan areas are sent for delivery by 8:00 a.m.
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.
|
