Datasheet

Data Sheet ⏐ Support and Subscription service for Software ⏐Issue: April 2009 Page 2 of 4
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Copyright © Fujitsu Technology Solutions GmbH 2009
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Service levels
Service Time
The service time defines the time period within which the service is
provided. The following service times are available:
Service
Time
5x9: local business hours on business opening days
excluding public holidays
5x13: 7.00 to 20.00 on business opening days
excluding public holidays
7x24: Monday – Sunday 24 hours
including public holidays
The remote response time begins within the agreed service time
after call acceptance and stops outside the agreed service time.
Remote Response Time
The remote response time refers to the maximum time (within the
agreed service time) between the call acceptance and the
specialist contacting the customer to start the diagnosis of the
incident on a remote basis.
Software maintenance
Software maintenance comprises the provision of corrections as
well as the provision of software versions with new functions.
Depending on the manufacturer, corrections can designate
individual patches, patch packs or minor releases sometimes
called updates or upgrades. Software versions with new functions
are usually designated major releases.
The availability of corrections and/or new versions depends on the
manufacturer’s license policy (see technical appendix).
The installation of correction versions and new versions is usually
not part of the standard service offerings.
Service period
For service contracts with up-front payment various service
periods are available. The duration begins with the day the
software product is delivered.
For service contracts with regular payments the service period is a
minimum of 24 months upon conclusion of the contract.
Prerequisites
Prerequisite for remote diagnostics under the ServiceContract
Software Classic is the presence of remote access software that is
approved by Fujitsu Technology Solutions, and a modem in the
system or on the LAN console at the customer’s premises.
Recommendations / Remarks
Data backup is the responsibility of the customer.
It has to be checked with the local delivery organization whether
the requested service level is available in the geographic locations
to be contracted.
The product, delivery and service features described above
include a final list of the features of the subject of the contract
and do not represent a quality guarantee in the eyes of the
law.
These terms are in addition to the existing terms and
conditions of Fujitsu Technology Solutions.