We Can Help You More q

Transcription

1 We Can Help Yo More q Kontron modlar compters s.a.s. services & spport XXTechnology Evalation XXApplication and System Design XXSystem Qalification XXDeployment and Maintenance

2 Or Goal: Match YOUR Program Needs We can help yo more Becase we have been in this market for more than 30 years and learned a lot from real-life isses, or services and spport have evolved with the way COTS are sed in yor domain. Or cstomers recognize or approach to be trly innovative in many ways. There are key concepts that are sed throghot this catalog to provide the extensions to or basic COTS commitment policy. Yo will nderstand how or niqe added vale can help yo sail throgh the complex isses associated with the se of COTS in long term programs. Althogh or first contact with cstomers is sally the sale of off-the-shelf hardware (covered by or COTS commitment policy), most of their concern abot compters revolve arond programs. Understanding how a program lifecycle is organized is the key to offering the best in service and spport. XX1- Technology Evalation XX2- Application and System Design XX3- System Qalification XX4- Deployment and Maintenance Each phase needs a dedicated approach for spport and specific services. XX1- Technology Evalation Ease of se is key in this phase where each technology concept mst be validated. When needed, we provide evalation prodcts and expert technical assistance from or Field Application Engineering (FAE) team. If yo share yor concerns with s, we can also coordinate with or software partners to help yo qickly assemble the best soltion. Or trnkey systems (EASY systems) are the fondation on which yo can bild efficient evalation work. Hotline Spport is the main channel for s to help yo with technical isses even at this early stage. Qestions raised dring the presales process are recorded in or knowledge base and become the fondation for personalized spport in the ftre. Of corse, all or prodcts are covered by or Standard, covering retrns and repairs, that yo may wish to extend over time with or Extentions. XX2- Application and System Design Dring this phase, efficiency is of the essence. Yo know abot yor reqirements, we know abot or prodcts. We need to hear from yo abot the challenge yo face. Chances are that we came across the same isses already with other cstomers. Throgh Hotline Spport, yo benefit from or vast knowledge base. We work hand in hand with hardware and software vendor partners to help yo get across the critical phases of application design. Or experts can help in the tning of key elements of yor system hardware and base software. RTOS (VxWorks, LynxOS, INTEGRITY) or Linx (Red Hat, WindRiver, LynxWorks, Sysgo) we know them all and have extended their featres far beyond the typical minimal BSP software yo get from other vendors. For the past 15 years, we have extended all OS technologies to cover mlti-processor board and are eager to team with yo in the coming wave of mlti-core processor based prodcts throgh XX3- System Qalification Upon Final Acceptance with their cstomer, program managers need to freeze a stable version of the compter validated with the application. This incldes hardware, OS, and third party software. With Tailored Deliveries, yo define the complete compter baseline and it becomes the reference for ftre deliveries and long term spport. At this stage, cstom acceptance tests can be defined jointly and sed throghot the program lifetime. Amongst the Global services, software deliveries are proposed in the form of Base Software Sites. This can save hors of software configration hassle at the program level. We maintain a program-specific software reference tree for yo and deliver pdates according to yor own policy (on-demand release, single patch, jmbo patches). XX4- Deployment and Maintenance The majority of yor costs associated with the deployment and maintenance of COTS in programs lie in this domain. See how we can help yo control yor long term cost of ownership. Configration Control: Thanks to a prior Platform Definition part of or Tailored Deliveries, yor hardware is pre-configred and delivered ready for direct integration on yor assembly line. As yor acceptance tests are part of or final inspection package and are rn prior to delivery, yor integration is hassle-free. Asset Management: As we maintain configration information at the board, LRU and system level in or spport databases, we can track the life cycle of each delivered prodcts in yor program for yo. WATCH service covers program specific obsolescence management. Long Term Deliveries Protection: Dedicated Schedle and Protect policies are available in the frame of a contract to secre yor deliveries over time (p to 20 years or longer if necessary) to implement a tre bild to print policy. : Adding to or long-term delivery protection, the software is also inclded in service extensions. We have agreements with or OS vendor partners to extend the spport coverage. At Platform Definition time, we create a dedicated sorce tree for yor program in or servers. From then on, all pdates and fixes are generated within yor dedicated software environment and delivered in sync with yor own system maintenance policy. Updated software is checked with the test site on the program reference platform prior to be considered for delivery // 2

3 COTS Commitment Policy With each prodct prchase yo are entitled to or COTS commitment policy: Standard, Prodct Life Cycle and Hotline Spport Service. This level of commitment already goes beyond what typical hardware vendors offer. It can also be extended with or other spport and services described in this docment. XXStandard All hardware prodcts we design are covered by a two-year retrn-to-factory warranty. This period can be extended with Extensions. XXProdct Life Cycle Or prodcts have a garanteed life cycle organized in sccessive periods named: XXGeneral Availability, XXRestricted Availability, XXRepair Only. For each period, a standard level of spport and services is defined. GA: General Availability Prodcts can be prchased in any qantity at any time. The more p-to-date version of the prodct is sed for each delivery. Notification: Six months before or prodcts leave the General Availability stats, a Notification letter is sent to all cstomers to annonce the prodct stats change to Restricted Availability. Dring this six-month period, we lay ot the prodct manfactring plan for the next 5 years and need to hear from yo. To garantee yor procrement, yo can prchase in advance or enter a dedicated long term contract. XXHotline Spport Access Delivery of each prodct entitles yo to a basic hotline service. Dring the standard warranty period, yo may call or hot line and receive advice on or prodct sage and featres. We dig into or knowledge base and allow yo to benefit from or past experience. To make s work specifically on yor isses, reprodce yor problems on reference platforms and provide a dedicated fix, standard Program Technical Spport is available to extend this basic help p to dedicated assistance. We can help more Now yo know abot or level of commitment when yo prchase eqipment from or prodct catalog. The rest of this docment incldes all the other services and spport we offer to match more program oriented reqirements. We designed the offering arond real life reqirements yo meet daily. We are convinced yo will find them sefl. Tailored Delivery, Integration, Configration, Cstomization RA: Restricted Availability Dring this period, the prodcts contines to be manfactred and delivered to cstomers with Long Term Spply services. RO: Repair only After the RA period, we maintain the expertise, tools and asset management database for a frther garanteed 5-year period to service and repair. // 3

4 Tailored Delivery Long-Term Delivery Insrances Obsolescence management is a key sccess factor and a togh challenge for COTS sers. When critical components are no longer available and redesign is not an option, or insrances preserve yor program integrity. Sail safely throgh End of Life notices with the long-term delivery insrances: LTS- PROTECT. LTS-PROTECT Long-Term Reservation Option Protect yor program from prodcts obsolescence for p to 5 years after the General Availability period ends. X XDefine maximm qantity and prodct version X XOrder prodcts only when yo really need them X XPre-paid yearly sbscription fee X XNo penalty incrred in case of cancellation X XProtect yor program bild to print strategy Sbscribe before the end of General Availability period LTS-Watch Long-Term xxx Watch Receive alerts for significant evoltion of monitored frozen configration. X XPropose best strategies to protect the ftre Sbscribe at Configration Freeze Time XXLTS-PROTECT When yo are not ready to commit to bying prodcts and facing sitations where exact qantities are still nknown, this service garantees that yor program eqipment reqirements can still be managed as bild to print by procring the exact same parts from s. LTS-PROTECT is an insrance contract to procre a maximm qantity of designated prodcts. It allows yo to order this prodct version dring five more years after the Restriction Availability. With this contract we maintain for yo the necessary expertise and goods inventory to be able to deliver the said prodct qantity. As long as yo maintain the service, yo may order the prodct at any time, p to the planned qantity. Prodcts are invoiced at delivery XXLTS-WATCH This service covers the handling of program-specific COTS configrations. These reqire special precations to avoid sitations when the COTS prodct evolves and the program- specific frozen configration silently becomes obsolete (preventing frther spply or fixes). LTS-WATCH goes a step frther by installing a reglar dialoge with the programme and sggesting changes in order to keep the programme Compter baseline crrent. Throgh this service, the cstomer is kept aware of changes made to the COTS item. This allows the programme to make informed decisions to sit planned system technology refreshes with minimal effort. Use HTL-Pls to ask s to investigate obsolescence effects on yor configraton, test second sorce alternatives and associated software. XXPricing Conditions LTS-PROTECT: Yearly insrance sbscription fee, calclated from the prodct list price (at the date of the sbscription). Prodcts are invoiced at delivery time. LTS-WATCH: Flat yearly fee XXHow to order LTS-PROTECT-{D} {D} dration in years: 1 to 5 LTS-WATCH-{D} {D} dration in years: 1 // 4

5 Tailored Deliveries Beyond the traditional COTS approach, this service offers prodcts specifically configred to flfill yor operational needs and screening reqirements. Tailored deliveries range from simple prodcts with component level reqirements (frozen configrations) p to flly configred machines inclding yor pick of OS software and drivers. We can also manage yor choice of third party prodcts. Tailored Delivery CUST Mission Ready System Flly Cstomized Selection Hardware, Software and Tests Yor assembled and tested system may inclde Hardware or Software yo provide. Cstomized integration and screening process can also be considered. We deliver a mission-ready system. It may inclde specific I/O hardware, third party software and even yor application code. CONF Hardware pls Software Configration: Beyond hardware vendor service. We configre, test, deliver and maintain yor hardware & software together. Hardware sets are configred with or standard OS and device driver software. This cstomized software is sed to test prior to delivery. PLUG Tailored Hardware With Integrated Delivery Sets of COTS Hardware Prodcts are assembled and configred according to yor specifications. // 5

6 Tailored Delivery - Compting efficiency can only be achieved with optimal integration of hardware and software. See how Kontron addresses yor software isses at the best level. From Hotline to On-Site assistance, this gide helps yo select the adeqate level of service. HTL-PTS Hotline and Knowledge Base Access Speed p yor development and leverage or knowledge base by letting or Help Desk manage yor isses X XAccess Kontron s prodct information and knowledge base X XAccess Kontron software patches and pdates databases X XDownload hardware and software technical manals X XSingle point of contact for complete compter (hardware and software) Entered at Prchase time and renewed yearly HTL-PLUS Prepaid Help Prchase a qota of expert assistance days for a year. Pre-prchase days for on-site expert assistance for: X XSoftware installation X XPlatform maintenance X XComplex problem solving at the operating system level Anytime inside a Hotline Contract XXProgram Technical Spport: HTL-PTS Uniqe Entry point: spport.kfr@kontron.com to open an hotline on the associated program. Each hotline is reviewed on a weekly basis ntil it is closed: X X"Immediate" acknowledgement with a hotline nmber XXFll traceability on all exchanges associated with the Hotline XXSpport entry point always available (dring company working hors) responding to a reqest for stats or escalation of the resoltion to meet the cstomer s changing reqirements. Hotline spport incldes : XXFlly nderstanding the cstomer s qestion or problem XXWhen necessary, direct contacts (phone conference calls for instance) with or best experts regarding yor isse. XXTests and investigations with a comparable configration in order to reprodce the isse in or facilities. This may reqire complementary testing by the cstomer in their own environment. XXProviding any additional information, help, fixes on software delivered for this program, that can solve or provide a workarond for the isse. More complex hardware or software isses (reqiring more than 4 hors of work) are completed nder Service Pls. XXService Pls: HTL-PLUS Use and Coverage SERVICE PLUS covers all installation, maintenance or complex problem solving at the compter level. It is intended for all cstomers, even with large and/or complex system, sometimes inclding hardware and software components from mltiple vendors. SERVICE PLUS answers the need for swift response times when spport is reqested at critical phases of a program s development schedle. SERVICE PLUS is offered as a qota of pre-prchased days of spport expertise that can be allocated to isses at any time. Details and Prereqisites Access to SERVICE PLUS reqires an active sbscription to Kontron PROGRAM TECHNICAL SUPPORT (HTL-PTS) for the Cstomer s program. SERVICE PLUS may be ordered at any time while HTL-PTS is active and is prchased in 5 day batches. Prchased SERVICE PLUS days are allocated to the program/location/ company point of contact and remain valid ntil: XXThe prchased time was consmed by spport tasks athorized by the cstomer XXThe PTS sbscription expired (PTS can be renewed as long as the cstomer needs it) In the event that the qota of SERVICE PLUS pre-paid days is exhasted, an order for additional days, offered at the same terms and conditions as the initial order can be placed. SERVICE PLUS can also be delivered onsite. Shold the need for on-site spport arise, the cstomer provides Kontron with the details. // 6

7 Tailored Delivery Extensions & Repairs When a two-year warranty is not enogh, extensions are available Prchasing them with the prodct is cost efficient. XHW Board Level Maximize Prodct Availability X XExtend the standard warranty for 1, 2 or 3 more years. Prchased with the prodct Eligibility on demand LRU-XHW LRU Level Extend the Umbrella to a Complete Hardware Assembly X XExtend the standard warranty for 1, 2 or 3 more years. X XWe manage isses at the LRU level, so yo do not have to worry abot the bilding blocks individally. Prchased with the prodct Eligibility on demand HWM Prchase Extra Years of X XExtend the maintenance period to match yor Program Lifetime. Prchased before the End of the Period Eligibility on demand REPAIR On-Demand One-Time Repair X XIndividal prodct repairs over a 10-year period. Prchased at Any Time Eligibility on demand // 7

8 Abot Kontron - An S&T Company Kontron is a global leader in IoT/embedded compting technology (ECT). As a part of technology grop S&T, Kontron off ers a combined portfolio of secre hardware, middleware and services for Internet of Things (IoT) and Indstry 4.0 applications. With its standard prodcts and tailor-made soltions based on highly reliable state-of-the-art embedded technologies, Kontron provides secre and innovative applications for a variety of indstries. As a reslt, cstomers benefi t from accelerated time-to-market, redced total cost of ownership, prodct longevity and the best flly integrated applications overall. For more information, please visit: XXcorporate offices FRANCE 150 re Marcelin Berthelot ZI de Tolon-Est - BP TOULON CEDEX 9 Tel.: Fax: sales.kfr@kontron.com GLOBAL HEADQUARTERS Lise-Meitner-Str Agsbrg Germany Tel.: Fax: info@kontron.com North America 9477 Waples Street, Site 150 San Diego, CA USA Tel.: Fax: info@s.kontron.com ASIA PACIFIC 1~2F, 10 Bilding, N o 8 Liangshihe 2 nd Str., Economical & Technol. Development Zone, Beijing, , P.R.China Tel.: Fax: info@kontron.cn Copyright 2018 Kontron S&T AG. All rights reserved. All data is for information prposes only and not garanteed for legal prposes. Information has been careflly checked and is believed to be accrate; however, no responsibility is assmed for inaccracies. Kontron and the Kontron logo and all other trademarks or registered trademarks are the property of their respective owners and are recognized. Specifications are sbject to change withot notice. Spport & Services MB