LANactive. Switch to the future. Service and Support Concept for Nexans ANS Products

Transcription

1 Switch to the future Service and Support Concept for Nexans ANS Products

2 Support Contract Together we ll reach the goal Nexans provides support for complex configuration issues not covered using the standard configuration options. On the customer s request we also take functional enhancements into consideration, preferably for implementation in the following software/firmware updates. Support Hours Our support specialists are available during the Nexans business hours, currently from 08:00 am to 04:00 pm from Monday to Friday. We recommend signing a Support Contract in order to ensure a speedy response to your support requests. Remote Support Many support requests can be resolved via Remote Support using an existing Internet connection. For establishing the remote support session the TeamViewer software application is used. This product not only provides ease of use but also the required level of security: Your Third-Level Support Contract from the Manufacturer A "Third-Level Supportvertrag" signed directly via the manufacturer guarantees that any issues will be analysed and resolved as fast as possible. The customer or a service provider working on his behalf is responsible for providing the First and Second Level Support. Only if the issue cannot be resolved by the 1st or 2nd Level Support, the customer s Second Level Support will contact the Nexans Third Level Support. The "Third-Level Support" offered by Nexans comprises technical assistance by our product experts in case of a complex issue which could not be solved by replacing systems. If the root cause of the problem is to be attributed to Nexans products, Nexans, where required, will create software/firmware updates and make them available to the Second-Level Support. Support Models With our Third-Level Support Contracts, i. e. the "Getting Started Support Contract" and/or the "Engage Support Contract", we offer you two different support models. engage

3 Getting Started Seizing the benefits The "Getting Started Support Contract" ensures that the Nexans products used will be efficiently integrated with your network. You will profit from professional answers to your questions minimizing any imminent downtime. The Contract is signed for a period of one year and ideally suited for accompanying you through the commissioning stages of the systems. Getting Started Modules 1. Remote Management Introduction You will learn basic handling techniques for use with Nexans Switch Manager (NexMan). These will help you to administer the systems in the best possible way. 2. Analysing the Switch Configuration Together with one of our support experts you will analyse your Nexans switch configuration and fine-tune it to your specific requirements. 3. Interoperability We provide support in case of questions relating to third-party interoperability. In case of an interoperability issue we will jointly work on a solution. 4. Preferential Response to Requests The contact will not be established via our general support account but by using a custom address Hours Remote Support The Getting Started Support Contract comprises ten hours of remote support via , phone or TeamViewer. The time is calculated in 15-minute intervals. After expiry of the contract period the included support hours are forfeited. 6. Final Review Approx. 4 weeks prior to the expiry of your Getting Started Support Contract one of our support representatives will invite you for a final review meeting. The above modules form the basis of the support contract. They allow you to maximize the efficient handling of your network and minimize internal service costs. The Remote Management Introduction can optionally be expanded to include an on-site training session. For further information see Chapter Enhanced Network Management Training. engage

4 4 engage Engage Let s go the way together Der Engage Preferential Enhanced Processing Supportvertrag of your Request bringt neben Supportleistungen Software wie dem Requests Beantworten von Fragestellungen bezüglich der Konfiguration, sowie der Systemanalyse im Falle einer komplexen Your requests will be processed by our High- Software requests will be reviewed on a Fehlersituation weitere Vorteile mit sich: Priority Support. preferential basis and implemented, where necessary. Custom Phone Number and Address You can contact us via a custom address and our Priority Support phone number. Access to Pre-Releases Only an Engage Support Contract will give you access to manager and firmware prereleases. Thus you will have direct access to newly implemented features. Response and Issue Resolving Times For customers who have signed a Support Contract we guarantee the following response and issue resolving times: Unlimited Remote Support All costs for Remote Support via , phone and TeamViewer are included. Minor Major Response time 1 working day 1 working day Workaround Solution 10 working days 3 working days Corrective Patch 180 working days 20 working days Training Each Support Contract comprises an Enhanced Network Management Training. Enhanced Support Portal Content You will have access to security update information, configurations guides and the FAQ section. Definition of terms Minor: Major: Non-critical or cosmetic defects only slightly limiting the use of the switch. Provision of workarounds. The main functionality of the switch is disrupted. Continuous high-level support until the issue is resolved or the pre-defect state is recovered. Response Time: The period of time between the time of reporting the defect by phone and in writing until the commencement of the resolution within the support hours.

5 Switch to the future Independent of the defined response and issue resolution times Nexans will make every effort in order to resolve the issue within the best possible time frame. Your added value at a glance: Getting Started Engage Access to high-priority support - Preferential processing of requests Unlimited remote support - Enhanced network management training - Interoperability Support Preferential handling of software requests - Access to pre-release manager and firmware versions - Enhanced support portal contents - Processing of requests within 1 day - Guaranteed response and issue resolution times - Access to the custom address At Nexans the satisfaction of our customers enjoys top-priority. In order to achieve this aim we set the highest standards for the quality of our services. The Third-Level Support Service can be signed for a system until the system has reached the End of Service status. Nexans will announce the End of Service date at least 12 month in advance.

6 6 Enhanced Network Managment Training Imparting knowledge Seminar objectives This training aims at imparting the knowledge required for a reliable handling of the Nexans ANS products. You will receive an insight into the hardware and into product-specific features of the relevant systems and the related accessory. You will familiarize yourself with the essential aspects of our NexMan switch management system while receiving an insight into the configuration of the additional SNMP, CLI and Web configuration interfaces. She software features and their configurations are explained using practical examples. Target audience This course is for participants who have already gained some experience in the fields of networks and of handling switches, e. g. Cisco, HP, as well as with their configuration. Seminar contents: Switch hardware presentation NexMan introduction Switch software presentation Recommended switch configuration Support portal Review Your added value: Efficient handling of your network Creation of a best practice configuration Training certificate Seminar details Seminar duration: Seminar records: 1 day included Number of participants: 5 persons max. Location: Fees: at Nexans in Moenchengladbach, Germany, at the customer s or at the partner s location. The travel expenses (flight, hotel, etc.) incurred by the participants are not included in the course fees. Of course, we can help you booking a room in one of our partner hotels. If the course is provided at the customer s location or at one of our partners places the trainers travel expenses will be invoiced separately.

7 Repair and Hardware Replacement Service Using the services Repair Service In order to be able to replace defective systems at short notice, the customer will provide a pool of spare parts at an appropriate place. The identification and the physical replacement of the defective unit are performed by the customer. Subsequently the customer will open an RMA (Return Material Authorization) case and return the defective systems at his own expense to Nexans Deutschland. After receipt of the defective systems Nexans will repair or replace and return them to the customer within 6 weeks. After expiry of the warranty period Nexans will invoice a fixed repair rate plus freight charges depending on the system s age. If the system reaches the End-of-Service state, Nexans will no longer accept any repair for the relevant system. Hardware Replacement Service Instead of the fixed repair rate the Hardware Replacement Service is provided subject to an annual service fee to be paid during the respective term. The Hardware Replacement Service comprises the advance replacement of the defective system, excluding SFPs and external power supply units. The identification and the physical replacement of the defective unit are performed by the customer. Depending on the Service Level Agreement (SLA) to be complied with by the customer, the latter will keep available replacement units for short-term replacement, where required. After identifying the defective unit the customer will open an RMA case at Nexans. Subsequently Nexans will deliver a replacement unit. After replacing the defective system the customer will return it at his own expense to Nexans Deutschland. The Hardware Replacement Service can only be ordered directly upon delivery for all Nexans systems employed by the customer. The contract is concluded for a period of 12 months and extended automatically by another 12 months, if not terminated by either party by giving at least 3 months notice. The service fee for each system is calculated commencing on the first day of the month following the delivery. A Hardware Replacement Service can be ordered for a system for a period of a maximum of 7 years, however, not after the system has reached its End-of-Service status. Nexans will announce the End-of- Service date at least 12 month in advance.

8 Nexans networking solutions are employed all over the world and have demonstrated their reliability and durability in a variety of security-relevant applications. The products are made by Nexans in Germany using select components and applying a permanent quality control in line with the most up-to-date standards (ISO 9001). Our customers are utility companies, hospitals, educational institutions, government departments, railway companies, airports, industrial properties, banks and insurance companies. We have acquired more than 25 years of experience in the development and manufacture of micro-switches and in the planning of demanding LAN infrastructures. A LAN system which can grow with the requirements of its users and quickly adapts to the new technological developments must be designed from the very beginning in such a way that it is flexible enough to successfully support later moves, upgrades and changes. Copyright Nexans 2015 Specifications subject to change without notice. - KD-1267e03 We guarantee the consistent quality and reliability of our products as well as comprehensive assistance for your FTTO projects. Switch to the future LANmark Connect to tomorrow LANsense Take control of your network Nexans Deutschland GmbH Advanced Networking Solutions Bonnenbroicher Str Mönchengladbach Deutschland Tel Fax sales.ans@nexans.com Nexans Cabling Solutions NV Alsembergsesteenweg 2, b Buizingen Belgien Tel Fax info.ncs@nexans.com