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We offer Enterprise Software Support and Enterprise Hardware Support options that include software and hardware installation, same-day parts delivery, and remote system monitoring from our service center. We assign a dedicated Technical Account Manager (TAM) to each of our Enterprise Support customers. Your TAM will proactively meet your continued support needs and conduct a quarterly review to assess your system’s operational performance and overall customer service satisfaction.
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Phone Support
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NBH
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30 Minutes
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One Hour |
30 Minutes
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One hourr |
One Hour
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One hour |
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ABH
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30 Minutes
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N/A |
30 Minutes
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N/A |
One Hour
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N/A |
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On-site Support
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NBH
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N/A
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N/A |
Four hours**
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NBD |
N/A
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N/A |
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ABH
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N/A
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N/A |
Four hours**
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NBD |
N/A
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N/A |
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Parts Delivery
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NBH
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NA
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N/A |
Four hours**
(Advanced Exchange)
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Second business day**
(Advance Exchange) |
Second business day**++
(Repair and Return)
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Next Business Day**
(Advanced Exchange) |
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ABH
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NA
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N/A |
Four hours**
(Advanced Exchange)
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Second business day**
(Return and Repair) |
Third business day**++
(Return and Repair)
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Second Business Day**
(Advanced Exchange) |
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Software Subscription
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Yes
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Patches Only |
N/A
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N/A |
N/A
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N/A |
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Initial Installation
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Five business days
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Additional Cost |
Five business days
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Five business days |
Additional Cost
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Additional Cost |
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Upgrade Installation
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Additional Cost
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Additional Cost |
Additional Cost
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Additional Cost |
Additional Cost
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Additional Cost |
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Patch Installation
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Five business days
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Additional Cost |
Additional Cost
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Additional Cost |
NA
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N/A |
| Technical Account Manager |
Yes |
Additional Cost |
Yes |
Yes |
Additional Cost |
Additional Cost |
NBH -- Requests received during Normal Business Hours
ABH -- Requests received After Business Hours
N/A -- Not Applicable
Additional Cost – Services can be provided based as a time and expense engagement
Advanced Exchange – 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.
Initial Installation – Refers to the act of first assembling, testing, and configuring the core Egenera products. It does not refer to implementing the customer’s specific environment.
Upgrade Installation – Refers to the resources required to install any enhancements to the existing Egenera products. For hardware these are separately purchased parts. For software upgrades are major releases indicated by a increment in the whole number or first decimal (i.e. PAN 4.0 is a upgrade to PAN 3.2 or below and PAN 5.1 is a upgrade to PAN 5.0 or lower).
Patch Installation – Refers to the resources required to install any software releases that provide fixes to known bugs these packages are identified by increments in decimal places beyond the first.
** Timing represents a minimal committed SLA from time Egenera establishes need but exact date and time of dispatch depends on customer’s ability to consume those services.
*** Timing represents a minimal committed SLA for needs identified by Egenera prior to 3PM EST but exact date and time of dispatch depends on customer’s ability to consume those services.
++ pBlades Only
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.
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