Product Related Services – Support – Solution

Future-Proof your IT with the Right Support Model

Support – Solution

Support – Solution is a Product Related Service contract which is sold in two formats:

Pre-Registered and To-Be-Registered
Support – Solution is the entry level service product for Infrastructure Support. The foundation for the Support – Solution are the well-known Support - Hardware and Support - Software offerings integrated in the Solution infrastructure. All Support – Hardware and Support – Software offerings must be ordered as a prerequisite for the complete Infrastructure Support. The Support – Solution must be acquired directly with the Fsas Technologies Infrastructure Solution 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.
Asset-Specific and Contract
Support – Solution 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. Remuneration for the Support – Solution is on a regular flat-rate basis.

Offering

Infrastructure Support

Solution – Support Pre-/To-Be-Registered and Asset-Specific / Contract 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.

Support – Solution Asset-Specific / Contract				Support – Solution Pre-/To-Be-Registered
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.)

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

		Support – Solution Asset-Specific / Contract	Support – Solution Pre-/To-Be-Registered	Technical Appendix
Storage Solutions
	ETERNUS® CS8000	(EN, DE)	(EN, DE)	(EN)
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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