NevCare Nevion global support

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1 Professional Services NevCare Nevion global support The NevCare operation consists of a geographically dispersed team of engineers that provides worldwide and phone assistance to Nevion s customer base. NevCare operates a 24x7 SLA service and is staffed by trained Nevion technical support engineers who provide multi-level technical support, case management and problem resolution. We are the point of contact for all support and case escalations issues. NevCare engineers advise on technical solutions and issues arising in mission-critical operations. This results in quick responses to customer s technical issues and fast resolutions. Service Level Agreement (SLA) offering To supplement Nevion s warranty offering, we offer three additional levels of service agreements: Basic, Silver and Gold level support. Table 1: Nevion SLA options Nevion Warranty and Service Level Agreements Standard Warranty Service Level Agreement Nevion SW Nevion HW Basic 1 Silver Gold Technical helpdesk 9x5 coverage (office hours) Extended technical helpdesk on weekdays until 10 PM for severity 1 & 2 Technical helpdesk 24x7 for severity 1 & 2 Software repair and bug fixes, current versions only Access to future software upgrades Remote assistance with troubleshooting and configuration Hardware repair and return on standard repair terms Prioritized hardware repair and return within 30 days (standard repair terms) Online portal for tracking issues Advance loan replaceable parts next day shipment Technical reviews with on-site visit Discount on standard training courses Every 2 nd year 10% 20% Annually 1 VideoIPath maintenance agreement Basic M&S Software (item no ) is mandatory for all VideoIPath installations. 2 Option available to all Service Level Agreements.

2 Product description Table 2: Service level Basic maintenance & support (Mandatory) Service level Basic part # SLA Basic Hardware (item no ) Basic M&S Software (item no ) Annual hardware and embedded software maintenance. Includes warranty repairs and access to future software upgrades. Fee based on list prices of product. Invoiced annually in advance. Includes extended warranty. Annual VideoIPath software maintenance and office hours support. Gives access to future software upgrades. Fee based on list prices of product SW and selected SW options. Invoiced annually in advance. Mandatory. Table 3: Service level Silver pricing (includes basic maintenance and support) Service level Silver part # SLA-SILVER-Hardware (item no ) SLA-SILVER-Software (item no ) Annual hardware and embedded software maintenance. Includes warranty repairs, access to future embedded software upgrades, extended phone support until 10PM weekdays. Fee based on list price of Products. Invoiced annually in advance. Includes extended warranty. Annual VideoIPath extended phone support to 10PM weekdays. 5% fee based on list price of product SW and selected SW options. Requires a 15% Basic Maintenance & support (item no ). Requires SLA SILVER hardware (item no ). Invoiced annually in advance. Table 4: Service level Gold pricing (includes basic maintenance and support) Service level Gold part # SLA-GOLD-Hardware (item no ) SLA-GOLD-Software (item no ) Annual hardware and embedded software maintenance. Includes warranty repairs, access to future embedded software upgrades, 24/7 Phone support. Fee based on list price of Products. Invoiced annually in advance. Includes extended warranty. Annual VideoIPath software support. 24/7 Phone support. Fee based on list price of product SW and selected SW options. Includes Basic Maintenance & support (item no ). Requires SLA GOLD hardware (item no ). Invoiced annually in advance. Table 5: Service level Gold pricing (includes basic maintenance and support) Note: SLA on HW and SW must be purchased on the same level, either Silver or Gold level on both HW and SW. Service level Gold part # Advance Loan -Next day shipment (item no ) Annual fee to include a next day shipment option of advance loan unit during hardware repair time. Fee based on list price of SLA install base. May be combined with SLA BASIC HARDWARE, SLA SILVER HARDWARE and SLA GOLD HARDWARE options. Any on-site support will be performed on a per case basis. Nevion offers on-site support per day; travel and per diem expenses excluded. Scope of work must be agreed upon prior to travel. Service prices are subject to discounts according to applicable level SLA, see Table 1.

3 Table 6: General support options Ticket Service / part # SUPPORT-1D (item no ) SUPPORT-2D (item no ) SUPPORT-3D (item no ) SUPPORT-5D (item no ) 1-Day Support. Configuration/Commissioning/Repair services, based on contract with 2-Day Support. Configuration/Commissioning/Repair services, based on contract with 3-Day Support. Configuration/Commissioning/Repair services, based on contract with 5-Day Support. Configuration/Commissioning/Repair services, based on contract with Unit hourly labor charges The following rates apply to non-warranty and none SLA repairs (in-house at Nevion repair center). Replaced/used parts are billed separately. Table 7: RMA pricing NevCare items RMA-INSPECTION REPAIR-HOUR REPAIR-PARTS Initial RMA inspection for non-warranty repair requests, used to determine actual repair costs. Covers 2 hours inspection. Hourly repair rate, beyond the 2-hours inspection rate. Non-warranty service. Parts used to repair faulty devices (non-warranty service). Used for quoting non-warranty services. Fault classification Table 8: Fault classification Severity level Use when Explanation 1 An unresolved situation that is resulting in a failure to transmit audio, video and/ The equipment is off air Critical or data signals. Essential functions of the 2 Major equipment are degraded or operations are (i) Customer s service is degraded to an extent appreciable to the end-user; or (ii) The fault is significantly impacting day to day operation of the equipment severely impacted 3 Minor Operation is minimally affected Functions are degraded in a way not appreciable to end-users and which does not have a significant impact on a day to day operations. 4 Technical query Technical query, configuration or enhancement request General user queries; requests for assistance to optimize operational performance; advice on preventative maintenance; recommendations for system enhancements; interoperability advice; version migration advice; special events support requests; validation of system configuration changes.

4 Fault identification services Table 9: Target response times Service Measurement of response time 1 Critical 2 Major 3 Minor 4 Technical query Telephone pick up time Time in which help desk answers a fault call from customer 15 Minutes 15 Minutes 15 minutes within working hours 1 day within working hours Help desk engineer response Time from answering the original call for a suitably qualified help desk engineer to be available and in telephone contact with customer 2 Hours 2 Hours Next working day Next working day Remote diagnostics Time from a suitably qualified help desk engineer establishing telephone contact with customer for that engineer to establish remote access 2 Hours 2 Hours Next working day Engineer on-site Time from a help desk engineer determining faulty equipment to engineer to be on-site for maintenance work on equipment. Customer to provide access to premises. (Defined sites) (Defined sites) Not required Escalation process Technical escalation The support team is split into first line and second line support. The first line support group consists of trained support engineers capable of resolving the majority of issues. When first line support needs additional help to resolve issues, the case will be escalate to second line support. The second line support group consists of product specialists for in-depth support on specific product groups. A further escalation process is in place to engage the third line R&D team if needed to resolve an issue. Management escalation. If performance of the support team is not meeting the SLA obligations, the situation may be escalated in the first instance to the NevCare SLA coordinator and a further escalation step to the NevCare management team as set out in an SLA specific contract for escalation of issues. During technical review site visits, the performance of NevCare will be discussed and reviewed and necessary escalation steps may be addressed. Service details With a Nevion Silver or Gold SLA, Nevion provides customers with various maintenance services as outlined below. Maintenance service Preventative maintenance Nevion will, as part of this service level contract, proactively issue product notification bulletins and engineering change documents to inform customer of any new releases, updates and upgrades. In addition customer will be made aware of any related performance issues or interoperability issues that may affect the products purchased by customer as a result of such new releases, updates or upgrades and proactively propose (and implement under customer s instructions) a suitable solution to avoid these issues. The engineering change notice to customer shall include a description of the change(s), detailed reasons for change and a comprehensive impact assessment in respect of the same.

5 Corrective maintenance The primary method to resolve any failures (for all priority levels) is either to replace a hot swap of modules or a complete product. Customer is responsible for carrying a sufficient level of spare parts to conduct swap of required products. With this, customer has first line support responsibility to resolve any faults. Provided that a swap as described above does not correct the identified fault, customer will notify Nevion if it discovers that the maintained hardware and software fails to comply with the manufacturer s specification or is otherwise defective or malfunctioning. Nevion will respond to such a notification within the stated period. It is understood that customer will use its capabilities in respect of first line hardware maintenance to the extent reasonably possible. On receipt of notification from customer, Nevion will promptly identify the fault and classify such as described in Table 7: fault classification. Nevion help desk engineers will immediately begin work on correcting the error and restore the maintained hardware and/or maintained software to its proper operating condition in accordance with the manufacturer s specification. In relation to any critical or major fault, Nevion may provide a work around pending full resolution of the relevant fault. In these two classifications a work around, means a solution which reduces a critical or major fault to a lower fault classification in the most efficient means possible, and can employ a method which the parties would not reasonably consider to be a permanent solution. Workarounds may include solutions which require reinstatement of old system configuration settings, regular human intervention, on site visit by Nevion or additional hardware or software elements which would no longer form part of the system once a permanent fix to the basic system has been achieved. This activity includes, but is not limited to (i) remote diagnostics, remotely making the necessary adjustments to the maintained hardware and/or the maintained software to cure the fault, or (ii) providing suitable updates or (iii) if a hardware replacement is required, advising customer accordingly. Nevion will also remotely deliver and apply all software updates as required. Remote diagnostics If the technical help desk is unable to identify the cause of a fault through telephone support, or where the help desk engineer identifies that a fault may be capable of resolution remotely, then the help desk engineer will dial into customer system(s) using a Broadband/ISDN/PSTN communications link to run diagnostics remotely to identify and where possible, resolve faults. Customer will ensure access for remote diagnostic to all locations directly or via central management system at the main site. Nevion shall deploy support via remote access under the following conditions: Customer will grant Nevion access to customer s system and consents to Nevion s help desk engineers making necessary changes to the system configuration or equipment Customer may at their discretion disconnect the remote access link at any time. This will discharge Nevion of customer its responsibilities in respect of remote access until remote access link is resolved Systems and software faults Where customer (as part of their first line support obligations) or Nevion (under the fault Identification services) identifies that a fault is a result of a software or system design defect, then the fault shall be resolved in accordance with the activities and response times in Table 8, and in accordance with the following processes. Firmware upgrades and new releases Nevion will provide firmware upgrades and new releases to customer as part of the preventative maintenance service set out above. Upgrades and new releases will be suitable to resolve errors in the maintained hardware and software. In case of new releases, if appropriate Nevion may undertake these remotely. For the avoidance of doubt, new releases shall be provided free of charge in circumstances where they result from, or are necessary as part of, the preventative maintenance and/or corrective maintenance obligations of Nevion under a signed SLA. In other circumstances, where customer requests additional functionality to be provided outside of Nevion s existing obligations in respect of preventative and corrective maintenance, Nevion may charge for new releases requested by customer. Nevion will provide customer with full details of all upgrades and new releases and will set out as a minimum: (i) the nature of the upgrade and/or new release; and (ii) whether there is any risk that the upgrade/new release may have any adverse effects on the maintained hardware and/or maintained software including, in particular, any expected degradation in performance; and (iii) sufficient information to enable customer to determine whether or not the upgrade/new release is appropriate. Exceptional maintenance If customer requests the provision of hardware and/or maintained software maintenance services in respect, or as a result, of: (i) any failure to perform customer s obligations under the purchase order; or (ii) unauthorized repairs or modifications or maintenance of the maintained hardware and/or maintained software other than in accordance with the manufacturer s recommendations, then Nevion will provide those hardware maintenance and software services for an additional charge.

6 Help desk Nevion provides to customer a technical help desk to create trouble tickets as, and when necessary. When requested by customer, Nevion will provide customer with technical advice and or remote technical support by telephone and and/or on-line through its help desk service in the English language, as it will be necessary to resolve customer s difficulties and queries in using the maintained hardware and/or the maintained software. The telephone help desk is available based on terms defined above. To enhance operational efficiencies for both customer and Nevion, remote support may be provided with approval of the customer. This includes: Remote access Remote diagnostics Remote back-up Remote download of software Nevion will only use the remote access facility for monitoring and localizing a problem and downloading corrective or enhanced software. No changes to the system configuration or generic software will be made without the consent of customer. Due to the secure nature of this installation, Nevion shall obtain approval from customer and stipulate the time period over which any software updating or remote diagnosis is required. In some circumstances extended hours work may be required, the scheduling of this shall only be conducted with customer approval and supervision. Help desk support contact details EMEA Americas APAC Phone Norway (UK) (Toll-free from North America) (From outside North America) (Singapore) Time Monday to Friday 8:00 AM 4:00 PM CET Monday to Friday 8:30 AM 5:30 PM PST Monday to Friday 9:00 AM 5:30 PM GMT+8 An SLA agreement will include a single point of contact (SPOC) for all queries logged by customer where the maintained hardware and software is located. The help desk will be responsible for: (i) monitoring and tracking the progress of an incident and keeping the customer informed; (ii) supporting customer s business operations; (iii) providing management information; (iv) representing the interests of users; and (v) managing an incident control system, including arranging the dispatch of Nevion engineers, in order to restore normal working conditions within the terms specified above: Documentation tracking all calls Communication alerting appropriate Nevion support staff to the incident Support making an initial assessment to help users Classification comparing the incident to others and escalating as appropriate Investigation investigating the incident, with further diagnostic work carried out by specialist support staff, including remote monitoring of the operation of the maintained hardware and maintained software and escalating issues as appropriate Resolution restoring the operation of the maintained hardware and maintained software, recording all incident control actions and providing a post incident report indicating the root cause analysis for the issue Closure formally closing the incident by reviewing and categorizing it, and achieving sign off from user If it is reasonably practicable and in line with current security precautions, customer may want to permit remote access to Nevion for fault diagnostic purposes.

7 Service management Nevion offers to review service operations upon request by customer. Details, such as review scope, location and frequency will be included in an SLA contract between Nevion and customer. Repair process Customer is required to request a return merchandise authorization (RMA) number to Nevion prior to sending back a hardware product for repair. The point of contact for repairs is the SPOC defined above. Nevion will provide a unique RMA number per faulty equipment. Customer is responsible for ensuring that return products are securely packed with the RMA number enclosed. Within the warranty period, Nevion will cover the cost for labor and parts required to repair the product. Outside the warranty period, these costs are fully covered by customer. Customer is responsible for covering cost of shipping products for repair, both within and outside warranty period. Repair time The standard repair turnaround for products is 30 working days from the receipt at the service and repair center and the return shipment dispatch date. The repair terms will follow the chosen SLA, as described in Table 1. CONTACT INFORMATION The Americas Monday to Friday 08:30 18:30 PST/PDT (866) (Toll-free from North America) (From outside North America) Europe, Middle East and Africa Monday to Friday 08:00 18:00 CET/CEST Asia Pacific Monday to Friday 09:00 17:30 SGT nevion.com Nevion reserves the right to make changes without notice to equipment specification or design. The information provided in this document is for guidance purposes only and shall not form part of any contract Nevion. All rights reserved.