Support Overview September HGST Support Overview for Virident Software

Transcription

1 September 2014 HGST for Virident Software

2 Software Support All Software license purchases require the purchase of a minimum of one year of Gold Support Service. Other options are also available for purchase. During the support period, a dedicated team will assist you during the designated hours by phone or with questions you may have about products and you can find bug fixes*, patches and software updates on our support portal. Software updates (minor versions) are available for customers with a valid support contract. Software and software support upgrades are available for purchase. * Under software support, bug fixes are available for the covered Software products. Bug fixes for firmware or driver bugs are available underhardware support. Support Service Level Offerings Gold Support: Gold Support provides customers with support during local business hours. Platinum Support: In addition to all the features of Gold Support, Technical Support will be available to customers 24x7x365 to assist them with their technical needs and questions. Customers on Gold or Platinum Support plans will have access to the web support portal. The portal will have the latest software bug fixes, software updates, best practice guides and documentation at a single convenient location. The product line web support portal also provides access to benchmarks, FAQ s, solutions and the knowledge base. To register, go to: Upon confirmation, requests will be handled within one business day. Once you have your account, please login at: How to Contact Us Please visit our support portal for the most current information: You can reach product line support by phone or Toll Free (Within the USA): 1 (855) SRV-24x7 or 1(855) Outside the USA: 1 (408) Or via support@hgst.com Customer Service Level Offerings, Coverage and SLO Tables Gold Support Platinum Support Global technical support Local business hours 24x7x365 Terms of service 1,3,5 years 1,3,5 years Access methods Web/phone/ Web/phone/ Response method Phone/ Phone/ Patches Yes Yes Software updates (minor version) Yes Yes Software updates (major version) No No Local business hours are based on regional presence. Actual hours of availability may vary. Customer contacts received prior to 5 pm will be acknowledged the same day. The term for Gold and Platinum Support starts from the date HGST invoices its direct customer, and the initial term is 13 months from that date. All renewals are for a 12 month term for each year of the renewal period. 1

3 Software Update A new release of some or all of the software product will improve the functionality of the software product without adding any significant new features. Normally identified by an increment to the Y and Z numerals in the X.Y.Z product release identification. Software Upgrades 1. A new release of the software product that introduces new features. Normally identified by an increment to the X numeral in the X.Y.Z product release identification. 2. An increment in the capability of the product requiring an additional or special software license. An example is requiring a license to increment the capability from two cards per server to eight cards per server. This would require a license that increments the capability to eight. Software Upgrade Policies 1. If there is an upgrade purchased to the next major release (for example, from 2.4 to 3.0), the existing support stays in place but support must be purchased with any new licenses that are purchased. 2. Upgrades to different levels of capacity require additional support to be purchased. For example, if a customer upgrades a vshare license from 1 card per server to 2 cards per server, in addition to the license upgrade fee, they must also purchase the support upgrade from one card per server to two cards per server. 3. The purchase price for the support upgrade will give a straight pro-rata monthly credit for months remaining against the purchase of a new support agreement. Software Support Renewal An initial term of HGST Support Services is required for each copy of software at the time the software is purchased. The same Support Service level must be purchased for all quantities of software licenses. purchased. Support Service offerings are provided under HGST s technical support policies in effect at the time the software is provided. Upon expiration of the initial Support Service term, the end user may renew the same Support Service level and term for an initial renewal term and any subsequent renewal terms thereafter. The fee for such renewal shall be equal to the price paid for the prior service term and increased by the CPI rate in effect at the time of such renewal. If the support term lapses, support can be reinstated by purchasing a renewal term that begins the day following the date the last support term expired. Initial Response Time Objectives HGST will acknowledge any reported incident, question or feature request within the following time frames; according to its priority. Severity Levels (See targeted initial response times in the table above) Service Level Objectives Severity 1 Base Warranty N/A *Gold (Local Business Hours) 1 hr. (must be reported by phone) Severity 2 N/A 2 hrs. 1 hrs. Severity 3 N/A 4 hrs. 2 hrs. Severity 4 N/A 6 hrs. 3 hrs. *All calls received during stated business hours will be returned immediately. Support provided will be dependent upon assigned severity level during business hours. Platinum (24 x 7) 30 mins. (must be reported by phone) 2

4 Severity Levels (See targeted initial response times in the table above) In order to better handle each issue, a severity level is assigned to each ticket based on the impact it has on customer business or customer job function. The severity level may be upgraded or downgraded at a later time. HGST uses the following severity guidelines for our response time, and prioritization: Severity 1: Critical/Severe Error. End user or workgroup cannot perform normal job functions. System/Software down Data unavailable Workaround unavailable System or software will not install Critical resource unavailable needing immediate assistance Major system function is unavailable Hot Account: very sensitive end user needing special attention The customer requests this priority level due to critical business needs Severity 2: Major functionality impact. Degraded level of service. Workaround solution required. System cannot go live. Moderate system function is degraded Repeated failures Error will create intolerable delays if not addressed New install with major Errors, not yet impacting go live date Resource scheduling conflicts The customer requests this priority level due to critical business needs Severity 3: Minor issue has or will affect end user productivity. Workaround exists, but Error must be fixed. System can go live, but with some level of degradation that is acceptable to end user in short term. Failure in software component that is non-critical Failure of redundant component Implementation phone support required in area of unfamiliarity 3

5 Notices and Terms and Conditions Regarding Support Services Gold and Platinum level support plans are sold on a per year, per device basis, and require the payment of the applicable fees. Once purchased, the Gold and Platinum support plans are not cancellable and Customer is not entitled to any refund of fees paid. HGST reserves the right to modify these support offerings at any time. HGST warrants to Customer that HGST will deliver Support in a competent and professional manner. Customer s sole remedy for breach of the foregoing warranty shall be HGST re-delivery of the non- conforming work. No other warranty is regarding support is provided. HGST will not provide support for products not covered by a current support contract. In the event support lapses, customer will be required to pay to bring support current, and Customer may be required to send such Products to HGST for re-certification at Customer s expense before support will be reinstated. HGST does not guarantee that they will be able to remedy all errors. IN NO EVENT SHALL HGST (OR ITS AFFILIATES OR SUPPLIERS) BE LIABLE (WHETHER IN TORT OR CONTRACT, UNDER STATUTE OR OTHERWISE) FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING WITHOUT LIMITATION DAMAGES FOR LOST PROFITS, BUSINESS INTERRUPTION, LOSS OF INFORMATION AND THE LIKE, ARISING OUT OF ITS PERFORMANCE OR NONPERFORMANCE OF THIS AGREEMENT, EVEN IF HGST HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES HGST, Inc Yerba Buena Road, San Jose, CA USA. Produced in the United States 9/14. All rights reserved. Virident is a trademark of HGST, Inc. and/or its Affiliates in the United States and/or other countries. Other trademarks are the property of their respective companies. All other trademarks are the property of their respective companies. HGST trademarks are intended and authorized for use only in countries and jurisdictions in which HGST has obtained the rights to use, market and advertise the brand. Contact HGST for additional information. HGST shall not be liable to third parties for unauthorized use of this document or unauthorized use of its trademarks. References in this publication to HGST s products, programs, or services do not imply that HGST intends to make these available in all countries in which it operates. Product specifications provided are sample specifications and do not constitute a warranty. Information is true as of the date of publication and is subject to change. Actual specifications for unique part numbers may vary. Please visit the Support section of our website, for additional information on product specifications. Photographs may show design models. CSO002-EN-US