|
|
TERIX
|
|
Enterprise UNIX Solutions and Services
|
|
|
|
Terix Computer Services and Support |
|
|
|
AllSunPlus Helpline (866)813-6800) |
|
|
|
|
|
Terix offers the following standard
service offerings on Sun Microsystems, Embedded Sun, SGI, IBM, and HP product families.
We deliver innovative and creative service solutions with a commitment to customer
service, second to none, for the server and workstation marketplace.
|
|
|
|
(1) |
Critical Plus (High Availability
Support) – systems
and applications that are critical to your company’s business. This program provides
an on-site engineer within 4 hours, 7 days a week, 24 hours a day to ensure a quick
recovery in case of system failure. |
|
(2) |
Critical (Business Week High Availability Support) - for systems service throughout the business week. This program provides 5 x
24 Monday through Friday support with optional spares on-site for high availability
applications support. |
|
(3) |
Elite (Standard System Support) – for systems and
applications in need of standard 8 x 5 Monday through Friday support.
|
|
(4) |
Basic (Self-Maintenance) - for the sophisticated user who
can perform the on-site task on their own. This program provides technical support
and training, with guaranteed next day parts delivery (if required, on-site spares
can be provided).
|
|
|
|
|
|
Service Delivery
|
Critical1
Plus
|
Critical1
|
Elite
|
Basic
|
|
Systems
|
|
|
|
|
|
Sun, SGI, IBM, HP Manufactured Systems |
X
|
X
|
X
|
X
|
| Embedded Systems using Sun Technology |
X
|
X
|
X
|
X
|
|
Sun Compatible Systems |
X
|
X
|
X
|
X
|
|
Account Support Features |
|
|
|
|
|
On-site technical support |
X
|
X
|
X
|
X
|
|
Telephone technical support |
X
|
X
|
X
|
X
|
|
Customized Consulting Services2 |
X
|
X
|
X
|
X
|
|
Software release planning |
|
|
|
|
|
On-site account reviews |
Monthly
|
Semi-annual
|
Yearly
|
Yearly
|
|
Training |
|
|
|
|
|
Site activity log |
X
|
X
|
X
|
X
|
|
Solaris and AIX Software Support |
(optional)
|
(optional)
|
(optional)
|
(optional)
|
|
Help Desk |
X
|
X
|
X
|
X
|
|
Spares on-site |
(optional)
|
(optional)
|
(optional)
|
(optional)
|
|
Post incident follow-up |
X
|
X
|
X
|
X
|
|
Coverage Hours and Response
Times |
|
|
|
|
|
Help Desk coverage hours |
7 x 24
|
5 x 24
|
8am-5pm, M-F
|
8am-5pm, M-F
|
|
Telephone Technical Support coverage |
7 x 24
|
5 x 24
|
8am-5pm, M-F
|
8am-5pm, M-F
|
|
On-site Technical response |
7 x 24
|
5 x 24, M-F
|
8am-5pm, M-F
|
Not Applicable
|
|
Customer-defined priority setting |
X
|
X
|
X
|
Option3
|
|
Response Times |
|
|
|
|
|
Urgent (telephone/on-site) |
Live Transfer/4 hrs
|
Live Transfer/4 hrs
|
Live Transfer/4 hrs
|
4 hrs/ N/A
|
|
Not-critical (telephone/on-site) |
Live Transfer/ Cust. Convenience
|
4/hrs/Customer
Convenience
|
4/hrs/Customer
Convenience
|
4 hrs/ N/A
|
|
2-hour on-site response |
Option
|
Option
|
Option
|
N/A
|
|
Additional Enterprise Services Solution
Center technical contacts |
Option
|
Option
|
Option
|
Option
|
|
|
|
|
General Notes: Not all service
levels are available in all cities. Up charges may apply for "out of service
area" coverage. |
|
|
|
1 ) additional chargeable services may be required.
For pricing call Terix sales
|
|
2) a
choice of systems and professional services can be quoted separately. |
|
3) 3 7 x 24 technical support coverage with priority setting is available. For pricing
call Terix sales. is available. For pricing call Terix sales. |
|
|
|
|
|
|
|
|