Datasheet

Issue April 2009
ServicePack/Contract Software
Support and Subscription service for
Software
Introduction
The ServicePack/Contract provides software maintenance
comprising telephone support and update services. Fujitsu
Technology Solutions will respond to a fault call within a defined
time frame and during extended service times.
Two financial models are available for ServicePack/Contract:
 Up-front payment for a fixed service period (can be ordered
within 90 days after product purchase) or a prolongation thereof
 Regular payments with a minimum service period of 36 months
The service applies to the software products specified in the
Service Schedule; it is delivered during the contracted service
time.
This data sheet describes the general contents of the contractual
services, which are detailed in the product-specific Technical
Appendices, as required.
Help desk
Customers will be provided with the contact details as part of the
signed contract documentation.
Our service offerings
ServicePack/Contract Software Basic
Usually, call handling comprises consultation and support by
telephone during the fault analysis and diagnosis as well as
consultation for a workaround or the elimination of the software
problem. On request and by agreement, software corrections will
be provided.
Remote Response Time 4h
ServicePack/Contract Software Classic
Usually, call handling comprises consultation and support by
telephone during the fault analysis and diagnosis as well as
consultation for a workaround or the elimination of the software
problem. Customer support is provided on site if the fault can only
be diagnosed or eliminated on site. On request and by agreement,
software corrections* and software updates* will be provided.
Remote Response Time 4h, 2h
*Software corrections and software updates that are made
available by the licensor or manufacturer subject to their terms and
conditions.