Fujitsu Service Pack, 5Y, On-Site
Contents
1. the prices for calls made from mobile devices are limited to 42 ct min Page 5 of 5 Copyright Copyright 2011 Fujitsu Technology Solution GmbH Fujitsu the Fujitsu logo and Fujitsu brand names are trademarks or registered trademarks of Fujitsu Limited in Japan and other Countries Other company product and service names may be trademarks or registered trademarks of their respective owners Disclaimer Technical data subject to modification and delivery subject to availability Any liability that the data and illustrations are complete actual or correct is excluded Designations may be trademarks and or copyrights of the respective manufacturer the use of which by third parties for their own purposes may infringe the rights of such owner http www fujitsu com fts services2. fast and efficient fault diagnosis and if necessary eliminate errors Remote access to a customer system is only carried out with the customer s approval which can be granted generally or on a case by case basis it usually requires Internet access PREREQUISITES The following prerequisites apply for the service contract Should one or more of the prerequisites not be met the services described can only be provided in a restricted manner or possibly not at all e Remote access It is assumed with Fujitsu Service Pack Contract Services with a defined recovery time that remote access is available for Fujitsu If the customers does not wish to provide any remote access or this cannot be configured for some other reason the contractually agreed service levels cannot always be met in all situations e Feasibility check A feasibility check is carried out by Fujitsu before a Fujitsu ServicePack Contract with defined recovery times is signed As a result of this check Fujitsu is where applicable to make proposals for changes to the user s environment unless all prerequisites for adhering to the recovery times are met These proposals are made in writing The Fujitsu service obligation only exists when the feasibility check has been successfully completed and when all of the above prerequisites have been met Page 3 of 5 e System changes The Fujitsu ServicePack Contract Services can only be provided if the customer provides Fujitsu im
3. maximum 100 km from an authorized Fujitsu service point For those installation locations more than 100 km from an Page 2 of 5 authorized Fujitsu service point Fujitsu reserves the right to change the response recovery times and or charge the additional costs Special service levels must be agreed for those installation locations that are difficult to reach e g islands mountains SERVICES NOT INCLUDED IN THE SCOPE OF SUPPORT EXCLUSIONS The contractually agreed support services do not include the backup or installation of the operating system the application software nor the system and user data Exception When replacing hard disks in workplace systems desktops notebooks the pre installed operating system must be re installed if made available by the user The regular and full data backup including application and operating system software is the responsibility of the customer SERVICE LEVELS The defined response and recovery times apply for on site services They start within the agreed service time with the initial call acceptance time measurement is stopped outside the agreed service time In other words response and recovery times can last until the next day which is covered by the service time The agreed response recovery times depend on the selected service option e Call acceptance Call acceptance is 24 hours a day including Sundays and public holidays Calls can also be sent via fax e mail or the Inte
4. was initially purchased The service is provided based on a once only payment to be paid in advance when the ServicePack is purchased and when the service is activated according to the Supplemental terms for Fujitsu ServicePacks Page 1 of 5 Fujitsu ServicePacks can be purchased within 90 days of the product purchase for a contract period of 36 48 or 60 months Before expiry the service period can be extended until the declared end of service for the respective product by purchasing a corresponding follow on ServicePack for 12 months Fujitsu ServiceContract Hardware ServiceContract Hardware is a product related service contract supplementing the warranty for the contracted hardware product The contract period begins on the contractually agreed date and is automatically extended when the minimum service period expires unless the contract is terminated Remuneration for the service delivery is on a regular flat rate basis A ServiceContract Hardware can unless otherwise explicitly regulated be purchased at any time during the product s lifecycle until 12 months before the end of service for that product Fujitsu reserves the right to check the serviceability for that product before the start of the contract and if necessary will establish such serviceability in agreement with the customer and at the latter s costs The minimum contract period is 12 months http www fujitsu com fts services Data Sheet FUJITSU Ser
5. 7 Recovery Door to Door Onsite Response Time S Time Workplace Systems e e e e e 9x5 24x7 HDD Onsite Infrastructure SBD NBD 4h NBD 4h 24h 8h 4h__ Retention Service Products option without Onsite P Recovery S available Response Onsite Response Time Time Response Recovery Time Time Time Servers amp Storage e e e e e e e e e Legend e Availability depending on product and country valid for CEMEA I 1 Explanation of service times 9x5 Local business days and local business hours except legal public holidays 24x7 Monday to Sunday including legal public holidays 24 hours 2 NBD refers to the next Fujitsu business day e g Monday to Friday except legal holidays SBD denotes the next but one Fujitsu business day SBD 3 Availability subject to a feasibility check Page 4 of 5 http www fujitsu com fts services Data Sheet FUJITSU ServicePack Contract Hardware More information Fujitsu platform solutions In addition to Fujitsu ServicePack Contract Hardware Fujitsu provides a range of platform solutions They combine reliable Fujitsu products with the best in services know how and worldwide partnerships Dynamic Infrastructures With the Fujitsu Dynamic Infrastructures approach Fujitsu offers a full portfolio of IT products solutions and services ranging from clients to datacenter solutions Managed Infrastructure and Infrastructure as a Service How much you benefit from Fujitsu technolo
6. Data Sheet FUJITSU ServicePack Contract Hardware Data Sheet CO FUJITSU FUJITSU ServicePack Contract Hardware Maintenance Services for IT Hardware INTRODUCTION Fujitsu offers with its Fujitsu ServicePack Contract Hardware support services for hardware which cover diagnostics and the elimination of hardware errors via repair or replacement Depending on the type of IT hardware und corresponding manufacturer warranty Fujitsu offers on site support services at the customer s or at a Fujitsu service point off site services Various service level options can be selected for on site services This data sheet describes the contractually relevant support services product specific supplements if necessary are defined in a Technical Appendix The specific contracted support services are delivered according to the service scope defined in the service schedule or ServicePack certificate for the correspondingly listed hardware products The use of remote access methods is decisive for efficient service delivery as well as a prerequisite for a Fujitsu ServicePack Contract with defined recovery times see Prerequisites CONTRACT MODELS Fujitsu ServicePack Hardware ServicePack hardware is a product related service contract for a fixed period and with once only remuneration which supplements the manufacturer warranty The contract period service period begins on the exact date when the corresponding hardware product
7. eed at the main entrance The faulty unit must be packed by the customer using suitable packaging and before collection When the repair has been completed in a Fujitsu repair center the product is returned to the customer e Door to Door or Desk to Desk Service The customer issues a call to the Fujitsu Help Desk If the fault cannot be solved by the Help Desk engineer on the phone the faulty product is replaced with a comparable product The faulty unit is collected from the customer s address if not otherwise agreed at the main entrance a new one is delivered to the same address Door to Door Service includes on request an upgrade to Desk to Desk Service i e the replacement device is delivered direct to the user s desk e On site Services The reported fault is analyzed If necessary the diagnosed technical problem is solved if possible via remote access or otherwise by an on site service engineer If a hardware component fails the operational readiness is ensured by replacing or repairing the faulty part The spare parts used are new or as new The replaced parts become the property of Fujitsu or of the commissioned authorized service partner Various service level options can be selected for on site services including response time and or recovery time see Options The service levels e Response time 4 hrs and e Recovery time 4 8 hrs are available under the terms described for installation locations which are within a
8. gies and services depends on the level of cooperation you choose This takes IT flexibility and efficiency to the next level Computing products www fujitsu com global services computing PRIMERGY Industrial standard server SPARC Enterprise UNIX server PRIMEQUEST Mission critical IA server ETERNUS Storage system Software www fujitsu com global services software Interstage Application infrastructure software Systemwalker System management software Services www fujitsu com global services Consulting Services Application Services Managed Infrastructure Services Product Support Services Contact FUJITSU Technology Solutions GmbH More information Learn more about Fujitsu Maintenance and Support Services please contact your Fujitsu sales representative Fujitsu business partner or visit our website http www fujitsu com fts services support Fujitsu green policy innovation Fujitsu Green Policy Innovation is our worldwide project for reducing burdens on the environment Using our global know how we aim to resolve issues of environmental energy efficiency through IT Please find further information at www fujitsu com global about environment Green Policy Innovation Address Mies van der Rohe Strasse 8 80807 Munich Germany Phone 49 1805 372 900 E mail cic ts fujitsu com Website http www fujitsu com fts 2012 11 13 CEMEA amp I EN each call 14 ct min
9. lving the problem Work can be stopped for a time if additional parts or resources are required but is restarted as soon as they are available e Recovery time The recovery time is the period between call acceptance and the time when a service engineer normally recovers the operational readiness of the hardware that has been identified as faulty The measurement of the recovery time is interrupted outside the agreed service time The recovery time does not include the time required to recover data and or install the software operating system or corresponding updates and or the recovery of customer specific configuration HARD DISK RETENTION This option of the Fujitsu ServicePack Contract Hardware is designed for customers who in a service situation do not wish to hand over data media hard disk drives with confidential data to Fujitsu or the commissioned authorized service partner Customers who purchase this Fujitsu ServicePack Contract Hardware option are allowed to retain faulty hard disk drives that are authorized for service In this situation Fujitsu in contrast to other specifications in this document does not insist on it ownership right for faulty hard disk drives when supplying a eplacement drive The customer retains sole responsibility for protecting confidential data saved on faulty hard disk drive REMOTE SERVICE As part of the Support Services Fujitsu provides reliable remote access functions which support
10. mediately and in writing details of all the modifications to the service authorized hardware product e g configuration changes such as additive components changing the IP LAN SAN NAS configuration etc In the event of any extension the same service option must be agreed as the one in the existing contract LEGAL INFORMATION GENERAL TERMS AND CONDITIONS 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 guaranteed quality or declaration thereof in the eyes of the law In addition to this data sheet the following general business terms and conditions of Fujitsu Technology Solutions apply e General terms and conditions for hardware and software support services of Fujitsu Technology Solutions GmbH e Supplemental terms for Fujitsu ServicePacks http www fujitsu com fts services Data Sheet FUJITSU ServicePack Contract Hardware Options The following table provides an overview of standard service level options The availability of a specific service level for a specific product depends on the type of product and the associated manufacturer warranty Onsite 1 Desk to Desk 9x5 HDD Service Infrastructure i Retention Products Collect without i Bring In amp or Response SBD NBD 4h NBD available Return Time
11. rnet When he call entitlement and pre clarification phase has been successfully concluded the fault is accepted a reference number is assigned and he fault is then processed according to the defined service level The measurement of the contracted response or recovery times starts with he confirmation of an incident by the help desk The customer must specify the serial or ID number for the device concerned Call acceptance To get in contact with Fujitsu support please see www fujitsu com global support The relevant contact details are available by choosing the respective product line and country e Service time The service time is the contractually agreed time period within which the service is provided via remote access or on site The standard service time is Monday to Friday between 8 00 and 17 00 hrs with the exception of legal public holidays e Response time The response time is the period between call acceptance and the time when an engineer normally arrives at the customer location with the diagnosed spare part where applicable The measurement of esponse time is interrupted outside agreed service times The esponse time does not apply in those situations where a fault can be eliminated remotely Troubleshooting continues until the IT infrastructure is operational http www fujitsu com fts services Data Sheet FUJITSU ServicePack Contract Hardware again or until suitable progress has been made in so
12. vicePack Contract Hardware Services in detail OUR SERVICE OFFERS Various services can be provided depending on the type of hardware e Bring in Service The customer issues a call to the Fujitsu Help Desk Ifa remote fix is not possible and the hardware must be repaired the customer brings the faulty device to a qualified service point service partner or repair center The Bring In Service includes the provision of all spare parts as well as the labour costs but not the transport to and from the service point The repair work is carried out in the repair center When the repair work has been completed the customer is notified that the device is ready for collection e Send In amp Return Service The customer issues a call to the Fujitsu Help Desk If a remote fix is not possible and the hardware must be repaired the customer brings the faulty device to a qualified service point service partner or repair center The transport and insurance costs are borne by the customer The Send In Service includes the provision of all spare parts the labour costs and the return to sender postage costs for the device e Collect amp Return Service The customer issues a call to the Fujitsu Help Desk If the fault cannot be solved by the Help Desk engineer on the phone the customer is given a repair order number One of our transport partners then organizes the collection The faulty unit is collected at the customer s address if not otherwise agr
Download Pdf Manuals
Related Search