Technical Support Services

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1 Description of Services Technical Support Services V2.0 October, 2013 KBZ Communications, Inc. Service Summary This document describes the service offerings of the KBZ ZCare Technical Support Program. It outlines the deliverables to a customer of KBZ Communications, Inc. ( Customer ). A Customer is defined as either a Cisco Partner or an End User customer of a Cisco Partner who has purchased ZCare from KBZ Communications, Inc. for Cisco TelePresence equipment and/or systems. Service definitions herein will focus on three core deliverables by ZCare Technical Support Services: 1. SoftCare Software Support 2. Advanced Replacement Service a. RMA Process in Support of Advance Equipment Replacement b. Delivery and Collection RMA c. End of Life Statement 3. Telephone Technical Support a. Technical Support Call Flow and Escalation Process b. Technical Support Service Level Commitment c. Technical Support SLAs This document additionally addresses Call Flow and Escalation Management for critical situations. 1

2 1. SoftCare Software Support SoftCare support is a maintenance component of the ZCare Technical Support program that makes available to the Customer, all applicable software releases. To ensure better communication and awareness of this software notification program, ZCare Technical Support Services will automatically alert the Customer when new releases are available. End Users can choose to work with ZCare Engineers to implement the software via TMS, via a ticket, or on their own. The SoftCare notification will contain, at minimum, the following key information: 1. Feature list (a brief explanation of the contents and benefits of the software release) 2. Download instructions For additional information around release keys for specific units, or for software downloading assistance, please open a TAC case with ZCare. 2. Advanced Replacement Service The ZCare Advanced Replacement Service provides for replacement equipment, return paperwork, and arrangement for collection of faulty equipment. Next business day support for advanced parts exchange is available until 5:00pm ET within the United States. It is the responsibility of the Customer to (1) ensure that faulty equipment is returned in original packaging provided with delivery of the replacement parts, and (2) to return and ship faulty equipment within 15 working days of receipt of the replacement equipment (unless special conditions are agreed to in advance; reviewed on a case-by-case basis). Non-returned parts will be charged to the Customer at the current published list price. An airbill for their return to shipping cost will be included within the packaging of the replacement. Disclaimer: ZCare Technical Support Service endeavors to deliver replacement equipment within 24 hours in the United States on a next business day basis. However, neither KBZ Communications, Inc. nor ZCare Technical Support Services can be held liable for delays caused by events outside of our direct control. 2a. RMA Process in Support of Advanced Parts Replacement 1. ZCare Technical Support Services will open a Work Order on an existing trouble ticket. 2. ZCare will complete an RMA with Customer shipping information, product information (serial number, part number, software version, installed options) and a fault description. 3. ZCare will forward the RMA to Cisco for processing and product shipment. 4. Replacement equipment will be dispatched from Cisco s warehouse the next business day after receipt of a correctly completed RMA. 2

3 5. Once replacement equipment has been shipped, the warehouse will forward tracking information to ZCare Technical Support Services. A KBZ representative will then forward this information to the Customer. 6. This policy applies Monday through Friday, local holidays excluded; regional delivery lead times apply; shipped the same day, up to 5:00 local time, for next day delivery. 7. Larger equipment shipped as freight may take 3 to 5 days for delivery. Note: Due to the weight and dimensions of plasmas and monitors delivery time may vary for these items. 2b. Delivery & Collection RMA Cisco will send replacement parts together with return paperwork. In this case, The Customer must: 1. Return all faulty units in the factory supplied packaging delivered and containing the replacement parts 2. Sign and return shipping invoice and shipping documents 3. Schedule pick-up/collection of failed/replaced equipment 4. Cisco will pay shipping costs in both directions 5. It is the responsibility of the Customer to ensure that faulty parts (1) returned in original packaging provided with delivery of the replacement parts, and (2) return shipped within 15 working days of receipt of the replacement parts (unless special conditions are agreed to in advance. This will be reviewed on a case-by-case basis). 6. If a returned part is found not to be faulty, Customer will be charged the freight & diagnostics costs. If the fault is determined to be due to misuse or accidental damage if, the Customer will be subject freight & diagnostics costs, plus parts and labor at current published list prices. 2c. End of Life Statement The ZCare Technical Support Services commits to providing technical support and development on all components manufactured by Cisco for a period of five years beyond the announced end-of-sale-date. All Cisco entitlement policies around EOS and EOL will apply. This support will include the following items: Spare or replacement parts in accordance with the KBZ Return Materials Authorization (RMA) process. Access to ZCare Technical Support 24 hours a day, 7 days a week. SoftCare notifications of related Cisco software maintenance releases. 3. Telephone Technical Support The Customer may report product problems and failures to ZCare Technical Support Services via the designated toll free number: All calls are entered into the call tracking system. 3

4 3a. Technical Support Call Flow and Escalation Process When a call or comes into the Help Desk, the problem tracking and resolution process proceeds as follows: Technical support representative assigns a unique Trouble Ticket Number. Technical support representative requests the system serial number from the Customer. If the serial number is not available, representative will still open a ticket, but shipping and troubleshooting delays may result. Technical support representative assess problem, and then assigns a Case Priority Level based on criteria explained in Table 1: Case Priority Levels and Response Time Targets. Technical support representative dispatches technician in accordance with priority level response time. As deployments or milestones occur within the troubleshooting process, the Online Ticketing System is updated. Technical Support Service level offering is based on the criteria explained in Table 1: Case Priority Levels and Response Time Targets. If escalation is required outside of this regular process, the Customer should use the escalation procedure defined under Technical Support Service Level Commitment on page 4. Table 1: Case Priority Levels and Response Time Targets Priority Level Definition of Need Response Time Target 1. Urgent An event or combination of events causing 100% loss of system availability 2. Critical An event or multiple events causing a continuous or chronic impact to operation 3. High An event or multiple events with the potential to cause an impact to operation 4. Normal A condition having no immediate impact on operation but requiring maintenance action 30 Minutes 1 Hour 4 Hours 8 Hours/ Next Business Day aid The ZCare Technical Support Services 24/7 offering provides services escalation resulting from support that is not meeting the actual service levels outlined herein,or in a service emergency where support requirements dictate a response outside of the scope outlined herein. In this event, all escalations are to be directed to the KBZ Technical Services Manager by any of the following means: Office: 215/ b. Technical Support Service Level Commitment In addition to problem solving related to Cisco TelePresence equipment, Technical Support Services will work with the Customer to collaborate in solving network issues impacting equipment used and deployment. Table 2 describes the service level commitment by the priority level assigned to the case. 4

5 Table 2: Technical Support Service Level Commitment by Priority Level Priority Level Service Level 1. Urgent An existing network is down or there is a critical impact to the Customer s business operation. Cisco, Partner and End User will commit full-time resources to resolve the situation. 2. Critical Operation of an existing network is severely degraded, or significant aspects of the Customer s business operation are being negatively impacted by unacceptable product performance. Cisco, KBZ, and Customer will commit fulltime resources during Standard Business Hours to resolve the situation. 3. High Operational performance of the network is impaired while most business operations remain functional. Cisco, Partner, and Customer are willing to commit resources during Standard Business Hours to restore services to satisfactory levels. 4. Normal Information or assistance is required on Cisco product capabilities, installation, or configuration. There is clearly little or no impact to the Customer s business operation. Cisco, Partner, and Customer are willing to provide resources during Standard Business Hours to provide information or assistance as requested. 3c. Technical Support SLAs ZCare Services Technical Support is a 24X7 offering. While support is available 24X7, below are the SLAs that our support contracts adhere to: Call In Support: Weekdays 8AM- 8PM ET All calls come into a live call TAC queue and are answered by ZCare Engineers. Web Support: Weekdays 8AM-8PM ET All web support cases are answered within one hour via , or a TAC Engineer will call if contact information is provided. On Call Support: After Hours from 8PM-8AM ET and Weekends All calls will be addressed within one hour. All web support tickets will be considered a non-priority case and will be answered the following business day (M-F) in the morning beginning at 8AM ET. Weekend and holiday support will follow the same SLA as On Call Support. 5 Copyright 2013 KBZ Communications ZCare Services Master SOW Addendum - Technical Support Services

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