Trapeze Networks SNS-SP-103-R-MX-2800
Contents
1. service Per hour pricing model plus travel and expenses For more information about Trapeze Networks SafetyNet support packages contact us at services trapezenetworks com 2009 Trapeze Networks a Belden Brand2. Hardware Yes year from product Yes for duration of support Yes for duration of support Replacement shipment date from Trapeze contract contract Networks for all products except certain MP s covered Advance Hardware Advance Hardware by a lifetime warranty See Replacement Replacement limited warranty for details Advance No repair replacement Yes next business day Yes next business day Hardware shipment is within 14 advance hardware advance hardware Replacement calendar days from receipt of replacement replacement the failed unit see note 1 see note 1 Software No Yes NA Subscription 90 day software warranty from product shipment date see note 2 from Trapeze Networks Provides software maintenance updates during warranty period Phone Limited Yes NA Support Available during local Available during local support center business hours support center business hours Support only for hardware replacement and 90 day 24x7 page out support for software maintenance updates after hours Severity issues see note 3 Support No Yes NA Portal Access Email Limited Yes NA Support Available during local Available during local support center business hours Support only for hardware replacement and 90 day software maintenance updates support center business hours see note 3 TRPZ BLDN Internal Document dot Page 2 TRAPEZE NETWORKS A BELDEN BRAND Notes Note 1 C
3. TRAPEZE smart mobile SafetyNet Support Packages Trapeze Networks offers product support options beyond the initial limited product warranty in one three or five year contracts System Support Extended hardware warranty replacement AHR Advance Hardware Shipping Ship by next business day in most regions Software subscription major minor and maintenance software releases Technical support assistance MP Support Extended hardware warranty replacement on MP s and MP power supplies only AHR Advance Hardware Shipping Ship by next business day in most regions This package is intended for customers who choose to not purchase and stock local spares SafetyNet Program Administration Trapeze Networks administers the support packages through two support programs the Customer Support Program and the Partner Support Program Customer Support Program CSP Trapeze Networks sells the support packages directly to end customers or through partners End customers call Trapeze Networks for warranty or support Partner Support Program PSP Trapeze Networks channel partners sell and renews support packages directly to end customers End customers call channel partners for warranty or support TRPZ BLDN Internal Document dot Page 1 SafetyNet Support Package Comparison TRAPEZE smart mobile Initial Warranty System Support SNS SP 101 103 105 MP Support SNS SP 401 403 405
4. ertain countries may have delays in shipping Advance shipment times may vary based on quantities Requests must be received by 1 p m local service center time to be shipped next business day Shipments only made during weekdays excluding local service center holidays Note 2 Certain licensed features may not be included Note 3 For PSP Partner Support Program end customers Support hours and response times are defined by channel partners Definitions Software Subscription Includes major minor maintenance software updates unless treated as a new product by Trapeze Networks for which there will be a separate charge Support Portal Access Includes access to online trouble ticket system and knowledge base and product documentation Severity 1 The network is down or there is a critical impact to your business operations Severity 2 Operational performance of your network is impaired while most business operations remain functional Severity 3 You require information or assistance with installation and configuration There is no effect on your business operations Severity 4 You require information on product capabilities or operation There is no effect on your business operations Per Event Services Hardware Replacement Full product list price For product replacement on products that are out of warranty and have no SafetyNet support contract On Site Support A professional
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