ProServices Description of Service Offering ProCloud Private Label Wi-Fi Service

Transcription

1 ProServices Description of Service Offering ProCloud Private Label Wi-Fi Service This Description of Service Offering (DSO) is provided by ADTRAN, Inc., to describe the support services available for purchase by ADTRAN Affiliated Partners, either direct or via a distributor, as a component of the Partner s managed Wi-Fi service to the End User customer. The appropriate DSO, along with the ADTRAN Manufacturer s Warranty, the ProServices Letter of Verification, the ProServices Private Label Program Attachment, and the ProServices Terms and Conditions cover the agreement between ADTRAN and the purchaser of these services (hereinafter referred to as Customer ). ADTRAN recommends that the Customer read the documents carefully, as they contain not only the details of the coverage offered, but also the Customer s responsibilities in obtaining and maintaining ProCloud Private Label Wi-Fi service. A wide range of Wi-Fi services, including installation and site surveys, are available from ADTRAN. To find out more about these services, please refer to 1. OVERVIEW ADTRAN offers the following ProCloud Private Label Service Plans: Service Plan Proactive Monitoring Troubleshooting Hosted Infrastructure 7x24x minute response for service affecting issues 7x24 ProCloud Private Label 1, 3, 5 year term NBD ProCloud Private Label 1, 3, 5 year term Proactive alerts by for potential service affecting issues associated with the hosted infrastructure 7x24x365 1 hour response for service affecting issues Proactive alerts by for potential service affecting issues associated with the hosted infrastructure 7x24x365 Troubleshooting availability for service affecting emergencies 7am-7pm CT, M-F excluding ADTRAN holidays, for non-service affecting issues 7x24x365 Troubleshooting availability for service affecting emergencies 7am-7pm CT, M-F excluding ADTRAN holidays for non-service affecting issues Replacement 7x24x365 A replacement AP will be delivered to the customer site within 4 business hours of either failure determination by ADTRAN or request for dispatch from Private Label plan owner. 7am-7pm M-F, excluding ADTRAN holidays A replacement AP will be shipped for overnight delivery to the customer site upon failure determination by ADTRAN or request for dispatch from Private Label plan owner (Please refer to for the most current offerings and plan descriptions.) ADTRAN ProCloud Private Label Wi-Fi Service delivers an ADTRAN-hosted highly secure, highly reliable, redundant, hosted infrastructure of the Bluesocket vwlan control software. The service provides a centralized console for Customer management of End User Bluesocket wireless networks, plus access to ADTRAN technical support, and AP hardware replacement. The associated response times, hardware replacement intervals, and term length are determined by the specific service part number purchased.

2 Customers purchase ADTRAN ProCloud Private Label Wi-Fi Service via term-limited (1, 3, or 5 years) service plans, one for each access point (AP) deployed. For each covered AP for the duration of the service plan term, ProCloud Private Label Wi-Fi service delivers: Hosted vwlan server infrastructure in redundant, highly secure, and geographically distributed data centers ADTRAN ProCloud Private Label Wi-Fi proactive management of the hosted vwlan server infrastructure A choice of 5x8xNBD (Next Business Day) remote ProCloud Private Label Service Plan or 7x24x4 remote ProCloud Private Label Service Plan for each AP deployed All APs hosted by a ProCloud Private Label Wi-Fi domain must be covered by a ProCloud Private Label Wi-Fi service plan. Hosted Infrastructure Monitoring, Alerts, and Maintenance Windows ADTRAN will proactively monitor the health of the hosted infrastructure 24 hours a day 365 days a year. If an unexpected issue is detected (i.e., not associated with a planned maintenance window), in addition to working to resolve the issue, ADTRAN will notify the affected customer(s). Maintenance Windows Regularly scheduled maintenance windows will be communicated with at least 72 hour advance notice to the designated Customer stakeholders identified in the domain registration process. Advance Hardware Replacement In the event the Customer determines a covered AP is defective during the term of the ProCloud Private Label Wi-Fi service plan, an advance hardware replacement will be dispatched. Advance hardware replacement may be subject to ADTRAN s determination that the hardware product is defective and that the issue is not due to some other component of the system, mis-configuration, misuse of or environmental damage to the product. ADTRAN will use commercially reasonable efforts to ship an advance hardware replacement unit of the same or equivalent model type for delivery in accordance with the plan purchased. Response Time Service Level Agreement (SLA) ADTRAN targets a Technical Support Engineer response to service-affecting issues no later than one hour of the support case being opened for NBD ProCloud Private Label service plans, and no later than 30 minutes of the support case being opened for 7x24x4 ProCloud Private Label service plans. Non-service-affecting issues reported by phone will receive the response time noted on the plan, during business hours. A support case opened by the customer via or web, may be delayed if the necessary information to route the case to technical support is not provided. The target response time is measured from the later of the time that the case is opened via phone, or the time when all requested information has been provided. Web and support cases are monitored during ADTRAN business hours. It is strongly recommended that customer report service affecting emergencies via telephone. ADTRAN will open support cases for any issues discovered by proactive network monitoring, and alert the customer within the applicable SLA. Severity Level Classifications Upon receipt of trouble report, ADTRAN will evaluate the issue and classify into one of the following severity levels based upon the following criteria: Severity Level Severity Classification Criteria Critical Critical system or service outage in a live environment that results in a severe degradation of overall network performance and/or significant reduction in capacity. Page 2

3 High Medium Low Intermittent degradation of system or service performance that impacts Customer service quality or impairs network operator control or operational effectiveness. Also includes loss of redundancy or diagnostic capabilities. Minor degradation of system or service performance that does not impact Customer service quality and minimal impact on network operations. No impact on system or network operation. Information requests or standard questions on configuration or functionality of equipment. Case priority is dependent on the assigned severity level. Software Maintenance Software upgrades of the ProCloud vwlan infrastructure occur regularly according to a schedule maintained by ADTRAN. The Customer is responsible for performing the AP software upgrades. Supported Software Version Policy ADTRAN will provide ProCloud Private Label support for Bluesocket AP software for current and the last most recent historical release of such software. Supported Geographies ProCloud Wi-Fi Private Label Service is available to customers in the United States, Canada and Europe. In addition, ProCloud Wi-Fi Private Label service can be offered where the equipment is installed in other geographies, provided that all of ADTRAN s support interactions associated with supporting the customer and notification of infrastructure issues described in this DSO are conducted with customer personnel located in the USA or Canada. Offerings that include a four hour component are geographically restricted. Check the site USA zip code using our 4-Hour Availability Lookup Tool at or or call ProServices Sales Operations for availability. The provisions in this DSO pertain to products that are properly registered under the laws of the country to which they have been imported. Any ProCloud Service Plan coverage purchased and applied to a product which was not legally imported and registered in the country of use shall be immediately cancelled without refund. 2. CONTACTS FOR SUPPORT SERVICES Most questions regarding how to contact ADTRAN for various support needs can be answered by visiting the ADTRAN website at or the ADTRAN Support Community at If you still require assistance, please contact the appropriate department: Page 3

4 Purpose/Need Contact Hours of Operation Contact Information Monday Friday 8:00am-5:00pm Questions about ProCloud ProService Central Time excluding ADTRAN Service Plan Sales Operations holidays Questions about ProStart Installation, technical support during install, update contacts for ProCloud proactive alerts ProStart Project Manager Monday Friday 8:00am-5:00pm Central Time excluding ADTRAN holidays Purpose/Need Contact Hours of Operation Contact Information Monday Friday 7:00am-7:00pm Central Time excluding ADTRAN holidays Technical Support (postinstall) ProServices Purchase Orders ADTRAN Technical Support ProService Sales Operations Service affecting emergencies: 24 hours/day 7 days/week Monday Friday 8:00am-5:00pm Central Time excluding ADTRAN holidays support@adtran.com supportforums.adtran.com Fax: proservices.po@adtran.com 3. CUSTOMER RESPONSIBILITIES Purchasing ProCloud Private Label Wi-Fi Services ProCloud Private Label Wi-Fi Service are available exclusively to channel partners that have completed the vwlan Specialization requirements and executed the ProServices Private Label Program Attachment. Customer must submit to ADTRAN a valid purchase order (PO) for ProCloud Private Label Wi-Fi services including: 1. Equipment identification, including serial number(s) for all covered equipment, including modules 2. ProCloud Private Label part number appropriate for equipment and for desired term length. It is required that the service plans for all covered APs be coterminous. 3. Quantity of ProCloud Private Label part number (considering term included in part number) 4. Price 5. Coverage dates, if specific dates needed (must match item #3) 6. Channel Partner (reseller or carrier) contact information, including name, phone number, address, and billing address 7. End-user site information, including company name, street address, and equipment location including zip code 8. End-user site contact information, including name, phone number, and address 9. The PO number for the purchase of the ProCloud service. 10. PO number(s) for the original purchase of the hardware to be covered by the ProCloud Private Label service plans(s) 11. PO number(s) for the original ProStart installation of the hardware to be covered by the ProCloud Private Label service plans(s) if the ProStart team performed the installation Page 4

5 Page 5 Domain Registration and Delivery Customers will be responsible for completing the ProCloud Wi-Fi Private Label Information Form provided by the ProStart team (see Appendix A) which includes contact information for proactive alerts. The customer must open an ADTRAN support case to append or update contact information after the domain has been registered. Stable Customer Network For all covered ADTRAN hardware, the Customer must verify that the equipment is properly installed and is located in a suitable environment as specified in the equipment s documentation. Equipment Relocation Notice of relocation of any device under ProCloud Private Label Wi-Fi services must be provided thirty calendar days in advance and is subject to a relocation fee. No Modification The Customer agrees not to modify, enhance, or otherwise alter the ADTRAN product, unless the prior written consent of ADTRAN is obtained. Broadband Access Customer must provide ADTRAN with secure remote broadband access (i.e., port forward via cable, DSL, etc.) to the Bluesocket Access Points for troubleshooting. ADTRAN reserves the right to deny service for any product for which remote access is not available. Specific circumstances, especially as they may relate to certain compliance regulations, may affect the existence or extent of remote access available to ADTRAN. In any such instance where ADTRAN s access may be limited, ADTRAN reserves the right to deny or delay services to the Customer. Customer must ensure that their network is properly secured. Trained Personnel Troubleshooting requires the participation of the customer, or his representative, on-site, who is able to perform basic diagnostic activities at the direction of the ADTRAN Technical Support Engineer. Therefore, any customer requesting support from ADTRAN under the ProCare Service Plan is required to have technical familiarity with the application(s) in which the ADTRAN device is being used. The customer is expected to have basic knowledge of other devices within the network that may impact the performance of the ADTRAN device. If the customer does not readily have this information available, he or she will be expected to have access to other resources to obtain the required information. Troubleshooting diagnostics that may be expected include, but are not limited to, the following: Access the device (the customer must know the user login information for the ADTRAN device) Follow technical instructions given by the ADTRAN Technical Support Engineer to help gather pertinent information. With guidance from the ADTRAN Technical Support Engineer, perform packet captures in the network. When this troubleshooting step is required, the customer must have the necessary tools (external computer, internet access, etc). The customer must be able to make the proper physical connections pursuant to ADTRAN s instructions.

6 Grant ADTRAN Technical Support remote access to the device for tasks that may only be performed by ADTRAN. Personnel Access The Customer agrees to grant ADTRAN any needed access to the Customer s or End User s systems and personnel concerned with the configuration and operation of the existing network to enable ADTRAN to make changes necessary to support ProCloud Private Label Service. Problem Reporting Procedures ADTRAN will proactively notify the Customer of any potentially service affecting anomalies in the hosted infrastructure. For all other service requests the Customer must open a support case with ADTRAN for advanced troubleshooting or dispatch requests and provide the following: ProCloud Private Label Wi-Fi Service Plan Number Customer contact information including: o Contact name o Call back telephone number o Valid address Serial Number of Access Point Nature of the issue Circumstances under which the issue was encountered. ADTRAN ProCare Private Label offerings require that the Partner is responsible for providing tier one technical support to End-Users. Tier one support will require a determination of whether the relevant support issue arises from the configuration or operation of the End-User s network or from an ADTRAN product. If the ADTRAN product is suspected, the Partner is authorized to open an ADTRAN Technical Support Service Request to obtain remote assistance from an ADTRAN Technical Support Engineer (TSE). Upon determination of failure, the Partner is authorized to request an immediate dispatch of replacement hardware in accordance with the plan purchased. ADTRAN will not be responsible for remedying any problem related to improper installation, configuration, operation, or network error in the End-User s facility or network. Shipping / Return of Equipment If a request for service under a ProCloud Private Label Wi-Fi service plan results in the dispatch of advance replacement equipment, ADTRAN will arrange for a pre-paid return label or schedule a courier to pick up the defective equipment. The Customer should package the equipment in the replacement box, secure it for shipping, affix the return label and make the equipment available for the courier or shipping company. Failure to return defective equipment within 30 days will result in the suspension of the availability of service plan deliverables and invoicing of the unreturned equipment at the then current ADTRAN list price. Error Documentation Upon detection of any error or defect in the ADTRAN product, the Customer, as requested by ADTRAN in situations where the information cannot be retrieved from the ProCloud system, agrees to provide ADTRAN a listing of output (trace or log data) or packet captures, that ADTRAN reasonably may request in order to resolve operating conditions similar to those present when the error occurred. Page 6

7 4. OUT OF SCOPE/ADDITIONAL CHARGES Exclusions ADTRAN s ProCloud Private Label Wi-Fi Service does NOT include: 1. Any problems with equipment on the customer premises or in the telephone company or service provider s network that is not specifically covered by a ProCloud Private Label service plan. 2. Services made necessary by failures related to misuse, neglect, accident, alteration, modification, or willful or negligent acts by the Customer. 3. Equipment that has been altered or modified by non-adtran representatives or damaged due to negligence or willful act or omission. 4. Support for problems caused by other devices in the network; resolution of software or hardware incompatibilities with third party products. 5. Troubleshooting with individuals who are unfamiliar and untrained in the operation of the network. Failures due to Customer supplied cabling or power. 6. Force majeure: acts of God, acts of public enemy, acts of government, freight embargoes, strikes, quarantine restrictions, unusually severe weather conditions, insurrection, riot, and other such causes beyond our control. 7. Problems with the covered equipment that existed before the commencement of coverage. 8. Wiring or cabling: supply, assembly, installation or maintenance of racks, shelves, or any other physical structure to which the covered equipment is mounted (unless specifically included in the ProCloud Private Label Service Plan); ancillary materials such as power/extension cords. 9. Damage caused by electrical stress, including power fluctuations or lightning. 10. Design or optimization of the customer s network or the applications that run on it. 11. Multi-vendor meetings, except when it is suspected by ADTRAN that the ProCloud covered equipment may be responsible for the network issue. 12. Implementation or consulting services. 13. User authentication via LDAP. 14. User authentication via RADIUS, unless the RADIUS server can communicate directly with the APs on the local LAN. 15. Features available in previous Bluesocket controllers may not be available as part of the ProCloud offering. Additional Charges for ProCloud Private Label Wi-Fi Services Beyond the services offered as part of the ADTRAN ProCloud Private Label Wi-Fi Service Plan, ADTRAN can arrange for additional services, which are charged separately. Such expenses include: 1. Time and Materials (T&M): hourly rate for services performed beyond those covered by ProServices. At Customer s request, ADTRAN can arrange for an on-site visit by an authorized OST. 2. Expedite: fixed rate surcharge to commence coverage earlier than the normal start date. Customer may request that maintenance coverage start earlier than normal processing allows. The expedite fee helps to offset the additional costs of special processing and rush shipment of Page 7

8 equipment to the appropriate depot. ADTRAN will grant an expedite request and accept the fee only if the service and equipment are available. 3. Site Not Ready (SNR): fixed rate surcharge to be levied in any instance where a Customer is not available to accept replacement equipment at the designated date/time, necessitating a subsequent delivery attempt. Replacement equipment will only be delivered to street addresses accessible by common carriers, and for which the Customer s representative is available to confirm its acceptance by signature. 5. GENERAL INFORMATION Commencement of ProCloud Private Label Wi-Fi Service Coverage ProCloud Private Label Wi-Fi Service, including the associated maintenance plan, begins upon completion of the set up process, following receipt of a valid purchase order by ADTRAN. For all fourhour plans, ADTRAN requires a period of up to 30 days to ensure proper staffing and stocking of local depots to cover the equipment site. If ProStart Installation and ProCloud Private Label Wi-Fi service are purchased at the same time, coverage begins immediately upon customer acceptance of the installation (the in service date). If ProCloud Private Label Wi-Fi service is purchased after the installation is complete, a period of up to 30 days will be required to adjust product depot inventories accordingly. Domain Registration and Delivery Process For ProCloud Private Label Wi-Fi, the domain registration process will consist of the completion of the ProCloud Wi-Fi Private Label Information form (Appendix A), followed by the creation of a vwlan domain for licensed APs listed within this form. Login credentials will then be provided to the appropriate contact, along with documentation detailing how to connect the APs to the ProCloud Private Label system. The ProCloud Wi-Fi Private Label term will begin on the date this documentation is provided. Lapsed Support /Termination Customers will be notified of expiring ProCloud Private Label service 90 / 60 / 30 days before expiration. After any lapse of ProCloud Private Label Wi-Fi Service through the termination or expiration of the plan (other than ADTRAN s termination for Customer s breach), the parties subsequently may elect to reinstate such ProCloud Private Label Wi-Fi Service plan for ADTRAN Products for which the plan lapsed upon the terms and conditions set forth in this DSO; provided the Customer agrees to pay for the period of time that has lapsed as well as the Renewal Term and such ADTRAN products must be in good working condition as determined by ADTRAN. If a ProCloud Private Label Wi-Fi contract lapses for more than 30 days, the previously covered domain will be removed from the hosted infrastructure. Refusal of Coverage ADTRAN reserves the right to refuse a purchase order for ProCloud Private Label Wi-Fi services for any reason, including, but not limited to: installations not performed by ADTRAN and deemed not stable, incomplete purchase order, Customer s lapse in Private Label Addendum, or Customer s lapse of vwlan specialization. Page 8

9 Cancellation The customer may, at its discretion, cancel any portion of the plan for any reason, during the plan term; however, all ProCloud Private Label Wi-Fi services are 100% non-refundable. Language Technical Support is provided in English. Closing a Support Case ADTRAN s Customer Support staff will contact the Customer to confirm that a previously reported issue has been resolved. Any case for which a resolution has been provided and for which no Customer response can be obtained for two business days will be automatically closed without direct approval of the Customer. Page 9

10 APPENDIX A Page 10