Fsas Technologies – SolutionPack & SolutionContract for Infrastructure Support

Future-Proof your IT with the Right Support Model

SolutionPack and SolutionContract

SolutionPack
SolutionPack is the entry level service product for Infrastructure Support. The foundation for the SolutionPack are the well-known Support Packs for the hardware and software products integrated in the Solution infrastructure. These Support Packs have to be ordered as a prerequisite for the complete Infrastructure Support. The SolutionPack has to be acquired directly with the Fsas Technologies Infrastructure Solution (or shortly after) and provides support for a fixed configuration, for a fixed service period (36 or 60 months) and at a fixed price to be paid up front. Prolongations are possible.

SolutionContract
SolutionContract is the ideal complement for all Fsas Technologies Infrastructure Solutions giving flexibility with regards to the contract period and the contracted infrastructure, which may be extended during the contract period. The contract duration is minimum 3 years and begins on the contractually agreed date. It automatically extends for one year unless the contract is terminated in prescribed period. Remuneration for the SolutionContract is on a regular flat-rate basis.

Offering

Infrastructure Support

SolutionPack and SolutionContract are available in various options giving customers the flexibility to select service time, on-site response or recovery time and proactive services in accordance with their needs.

Solution Contract - Options				Solution Pack - Options
Service Time	9x5	24x7	24x7	24x7	9x5	9x5	24x7
Single Point of Contact (SPoC)	■	■	■	■	■	■	■
Remote Response time for Integrated System (depending on Severity level)	4 h / NBD	4 h / ND	0.5 h / 4 h	0.5 h / 2 h	4 h / NBD	4 h / NBD	4 h / ND
Technical Solution Support (TSS)	■	■	■	■	■	■	■
Remote Response time for Software (depending on Severity level)	4 h / NBD	4 h / ND	0.5 h / 4 h	0.5 h / 2 h	4 h / NBD	4 h / NBD	4 h / ND
Onsite Response time for Hardware faults (depending on Severity level)	NBD / NBD	ND / ND		ND / ND	NBD / NBD	NBD / NBD	ND / ND
Onsite Recovery time for Hardware faults (depending on Severity level)	–	–	ND / NBD	6 h / ND	–	–	–
Options:
Proactive Services	half-yearly (opt.)	half-yearly (opt.)	half-yearly (opt.)	Quarterly	half-yearly (opt.)	half-yearly (opt.)	half-yearly (opt.)
HDD Retention	optional	optional	optional	optional	optional	optional	optional

Benefits

Complete Support. Zero Complexity.

Infrastructure-oriented support reduces the complexity in maintaining the Solution infrastructure – Fsas Technologies is responsible for the integrated support of hardware and software components
Security in terms of contractual protection through consistent service level agreements as well as harmonized service periods (SolutionContract only)
Problem prevention through proactive services and regular consultations with a Technical Account Manager (currently SolutionContract only)
A well-conceived range of services to meet customers’ requirements and budget
Flexibility for customers when developing a Solution IT infrastructure
Selectable payment terms: up front with SolutionPack or monthly with SolutionContract
Flat fee pricing: well projectable, no hidden costs

Documents

		Solution Contract	SolutionPack	Technical Appendix
Storage Solutions
	ETERNUS® CS8000	(EN, DE)	(EN, DE)	(EN, DE)
PRIMEFLEX Integrated Systems
	PRIMEFLEX for SAP HANA®	(EN, DE)	(EN, DE)	(EN, DE)
	PRIMEFLEX for SAP Landscapes	(EN, DE)	(EN, DE)	(EN, DE)
	PRIMEFLEX for Microsoft Storage Spaces Direct		(EN, DE)	(EN)
	PRIMEFLEX for Nutanix		(EN, DE)	(EN)

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