Support Service Options

Egenera offers Enterprise Software support for all of our software offerings. In addition we offer a variety of Hardware support programs for our BladeFrame product along with companion services for our OEM based software products. To better understand the support options available for the Egenera products you use refer to the matrix below.

Software Hardware
Service Item Enterprise Software Support Warranty
(Year 1)
Platinum Hardware Support Gold Hardware Support Silver Hardware Support Warranty
(Year 1)
Phone Support NBH 30 Minutes One Hour 30 Minutes 30 Minutes One Hour One hour
ABH 30 Minutes One Hour 30 Minutes 30 Minutes One Hour One Hour
On-site Support NBH N/A N/A Four hours** Next business day** Next business day** N/A
ABH N/A N/A Four hours** Next business day** N/A N/A
Parts Delivery NBH N/A N/A Four hours**
(Advanced Exchange)
Next Business Day**
(Advanced Exchange)
Next Business Day**
(Advanced Exchange)
Next Business Day**
(Advanced Exchange)
ABH N/A N/A Four hours**
(Advanced Exchange)
Second Business Day**
(Advanced Exchange)
Second Business Day**
(Advanced Exchange)
Second Business Day**
(Advanced Exchange)
Software Subscription Yes Patches Only N/A N/A N/A N/A
Initial Installation N/A N/A Five business days Additional Cost Additional Cost Additional Cost
Upgrade Installation Additional Cost N/A N/A N/A N/A N/A
Upgrade Preparation Additional Cost N/A N/A N/A N/A N/A
Technical Account Manager Additional Cost Additional Cost N/A N/A N/A N/A

N/A – Not Applicable

NBH – Requests received during local Normal Business Hours

ABH – Requests received local After Business Hours

Additional Cost – Services can be provided based as a time and expense engagement

Initial Installation – Refers to the act of first assembling, testing, and configuring the hardware platform and Egenera PAN domain. It does not refer to implementing the customer’s specific environment.

Upgrade Installation – Refers to the resources required to install any new hardware products or software releases onto an already existing PAN system.

Upgrade Preparation – Refers to the resources required to determine compatibility and review potential risks with a planned upgrade path.

* All Egenera replacements are done as an advanced exchange where an Egenera-owned spare is shipped to the customer according to the SLA so that a failed part can be replaced before it is de-installed to minimize potential outage. Replacement parts do not become customer property until the defective part is received by Egenera, prior to that customer is responsible for the return or purchase of Egenera spare within 30 days.

** Timing represents a minimal committed SLA from time Egenera establishes need. However exact date and time of dispatch depends on customer’s ability to consume those services and the local time.

All Egenera service contracts are charged on an annual pre-paid basis. Services can be upgrading or changed within a contract or during a renewal upon written notice however certain additional charges may apply. Re-instating service after coverage has lapsed is subject to a fee.

End of Service Life Product Matrix

Download the latest End of Service Life Products Matrix learn more