Datasheet

Product Facts ⏐ Issue: December 22, 2008 ⏐ Product: Red Hat / Red Hat Linux Page 2 / 5
1.2 Software services (support)
In addition to the Red Hat Linux subscriptions, it is absolutely necessary for 1st and 2nd level support to also be ordered.
For this purpose Fujitsu Siemens Computers offers a uniform product-related service offering for Red Hat Enterprise Linux on
PRIMERGY servers across EMEA.
Whereas subscriptions are used to supply patches, fixes and upgrades (including
version upgrades), support comprises the provision of customer support by telephone
or on a remote basis in the event of errors. Here customers receive telephone
consulting and competent diagnosis of their problem, which can be efficiently provided
- especially by directly accessing the system concerned.
With Linux support we offer - as known from other product segments - services with
short reaction times. The service times range from 9x5 to 7x24 hours. 9x5 and 7*24 a
offered as service times. Reaction time (time from call acceptance through to call-back
by the support specialist) is 2 or 4 hours.
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The service is only available for released hardware from Fujitsu Siemens Computers.
Support is provided in German and English. With purchase of a Linux service product
customer receives an activation key that enables the necessary activation with Fujitsu
Siemens Computers services.
If a fault cannot be resolved directly through telephone consulting or remote support, it is escalated to the Fujitsu Siemens
Computers development department or to Red Hat (3rd level support). Here the contractor will then cooperate with 3rd level to
bring about fault elimination or a workaround. To this end, set Service Level Agreements (SLAs) have been stipulated with Red
Hat.
The customer needs the Red Hat Enterprise Linux subscription registered on the web pages of Red Hat in order to get access
to current patches and updates.
Benefits of the full service offering:
o Centralized and competitive Linux service & support offering for all regions in EMEA
o With an existing subscription support can also be ordered later.
o A central contact point for the complete PRIMERGY Linux offering
o Supports increases in productivity through efficient approaches to solving problems
o Strategic business relationships and support agreements with important software partners
o Long-term customer loyalty
2 Sales regulations
According to our Red Hat OEM contract the following regulations must be observed for the purchase of subscriptions:
o Generally all products described below may only be used on released and certified FSC hardware.
o Initially subscriptions may only be purchased together with the hardware on which they are to be used. They are
offered with terms of 1 and 3 years. Since these products are version-independent, it makes economic sense to opt for
multiple years. The three-year products are offered for 2.5 times the price for a single year.
o In case of hardware replacement subscriptions may be transferred from the old to the new hardware.
o Renewal products: All subscriptions available as software options (L numbers) may only be verifiably used for the
renewal of already existing, shortly expiring subscriptions.
o According to OEM regulation for each Red Hat Linux subscription, which only comprises Red Hat level 3 support,
additional level 1 and level 2 support from the Fujitsu Siemens service price list is mandatory, as otherwise the
handling of Linux customer problems is not possible.
o The service products are not tied to the purchase of hardware. However, a valid subscription must always exist for the
whole service period.