AllSunPlus
Presents Terix 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.
- Critical
Plus (High Availability Support) –
for 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.
- 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.
- Elite
(Standard System Support)
– for systems and applications in need of standard 8 x 5
Monday through Friday support.
- 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 |
Critical
1 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 |
|
| 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 |
|
|
|
X |
| 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 7 x
24 technical support coverage with priority setting is
available. For pricing call Terix sales.
|
|
|
