Software Support Co Delivery V2 Data Sheet

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Datasheet
Software Support (co-delivery) v2
Overview
Software Support (co-delivery) V2 provides remote support and software upgrade entitlement to updates and future
releases in a fused offering with options that is simple to buy, manage and renew. Customer investment is protected
by the combination of technical assistance, software updates and upgrades and access to comprehensive online
resources.
Co-delivery allows Partners with Master and Professional specializations to leverage Unify’s support capability
within their own service offering to customers. This required support experience includes Level 2 maintenance &
support, an Expert Assistance hotline for certified technicians covering dedicated products, and software license
upgrade entitlement included for a complete, industry standard software support package.
Software Support V2 comprises:
Access to the Unify Partner Portal and web tools
Partner Desk
Web Access for 2nd & 3rd Level Support
Expert Assistance Hotline
1
Software patches
Software upgrade entitlement
Remote Service Platform (RSP)
2
Software Support is tailored for:
Software Support is a co-delivery offering for Unify
Partners (with Master or Professional specialization
in the appropriate areas) providing Service support
for partners who provide their own services to the
end customer or Resellers.
Distribution & 1st Tier Partners
Software Support is a required minimum service
offering for the defined products covered. Without
Software Support only warranty entitlement is
available.
Resellers purchasing via a Distributor may accept
the rights to use Software Support if delegation is
offered by the Distributor beforehand. Software
support can also be bought directly with Unify with
proper specialization.
1
Applies to dedicated Products only
2
Optional for Minimum Services Products.
Included for Inclusive Services Products.
SERVICE DESCRIPTION
Self-Services
Partners get 24 x 7 access to
the Unify Partner Portal which
provides:
A Unify support knowledge database
A software download center for software patches and
minor releases
A ticket management portal to:
create and track tickets
review ticket history
A Service Contract Portal to:
review service contracts
identify and process contracts for renewal
delegation of contract rights
Partner Desk
The Partner Desk is responsible for the management
and co-ordination of service requests. Support includes:
Handling of Partner Incident Reports and/ or Service
Requests via the Partner Portal
Entitlement verification
Service request acknowledgement
Manage and co-ordinate incident support
Keeping the originator of the incident and/ or Service
Request informed via Partner Portal or e-mail.
Expert Assistance Hotline
Provides Level 2 support
for ad hoc incidents and
manages escalations to Level 3 where necessary,
following ITIL®
3
based processes.
Service Hours: 8 x 5 (local time-zone)
Software Upgrades
Software license upgrade entitlement is included in the
program. Unify provides tools to Partners to download
and install all new software version
releases for
products covered by Software Support.
Remote Service Platform
Remote Service Platform provides secure remote
access to customer systems exclusively to the partner,
through a technology
service hosted by Unify. This is
an optional offering for products with minimum
services and other products.
SERVICE LEVEL
Technology Support
Response Service Level Agreement:
Priority 1 Tickets (8 x5) - 1 hour
Priority 2 Tickets (8 x 5) - 2 hours
Priority 3 Tickets (8 x 5) - 8 hours
3
Information Technology Infrastructure Library
SERVICE PREREQUISITES
For Minimum Service products the partner must
have Professional or Master Specialization in the
appropriate area in accordance with the Unify
Partner Program
For Inclusive Services products, the partner must
have Professional or Master Specialization.
Product must be a supported software version
(see Supported Products table)
PRODUCT COVERAGE
Inclusive Services Products
• OpenScape Business
(includes Expert Assistance Hotline and Remote
Service Platform)
Minimum Services Products
With Expert Assistance Hotline
• OpenScape 4000 V7 (incl. Softgate, Access 500i/a,
RG8350a)
• OpenScape Voice V8
• OpenScape Xpressions V7
• OpenScape Contact Center Enterprise V8
• OpenScape Contact Center Extension V3
• OpenScape UC Application V7
Without Expert Assistance Hotline
• OpenScape Fault Management V8
• OpenScape 4000 Manager V7
• Display Telephone Book V9.0 (DTB)
• OpenScape Cordless IP V1 Server
• OpenScape Accounting V1
• OpenScape Web Collaboration V7
• OpenScape Xpert V5
• OpenScape Branch V8
• OpenScape Personal Edition V7
• OpenScape SBC V8
The Unify Partner portal contains the latest product
coverage status.
Note 1: The Expert Assistance Hotline is available for dedicated products within this product category. Details are provided in product
categories and assigned products available at the Partner Portal
Note 2: Other products are covered under existing support plans until further notice
Software Support (co-delivery) v2
Features per Product Category –at a glance
Product Category
Service Feature
Inclusive
services products
Minimum
services products
Partner Portal
X
X
Partner Desk
X
X
2nd Level Support
X
X
3rd Level Support
X
X
Expert Assistance Hotline
X
X (see note 1)
SW Upgrade Entitlement
X
X
Remote Service Platform
X
KPI Incentive
X
X
Products covered
OS Business
Large Enterprise
Portfolio (see list)
Note 1: The Expert Assistance Hotline is available for dedicated products within this product category. Details are provided in product categories and
assigned products available at the Partner Portal.
Note 2: Other products are covered under existing support plans until further notice.
9
About Unify
Unify is one of the world’s leading communications software and services firms, providing integrated communications and
collaboration solutions worldwide. Our customers range in size from 5 employees to 500,000+ employees. Our solutions unify
multiple voice, video and data networks, connected devices and applications into one easy-to-use platform that allows teams
to collaborate effectively and efficiently – anytime, anywhere. The result is a transformation of how the enterprise
communicates and collaborates that amplifies collective effort, energizes the business, improves employee satisfaction and
enhances business performance. Unify has a strong heritage of product reliability, innovation, open standards and security. Our
OpenScape and Circuit communications solutions provide a seamless and efficient collaboration experience – on any device.
Together, the group’s global team of UCC experts and service professionals set the standard for a rich communications and
collaboration experience that empowers teams to deliver better results.
unify.com
Copyright © Unify Software and Solutions GmbH & Co. KG, 2016
Mies-van-der-Rohe-Str. 6, 80807 Munich, Germany
All rights reserved.
The information provided in this document contains merely general descriptions or characteristics of
performance which in case of actual use do not always apply as described or which may change as a
result of further development of the products. An obligation to provide the respective characteristics
shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are
subject to change without notice.
Unify, OpenScape, OpenStage and HiPath are registered trademarks of Unify Software and Solutions GmbH & Co. KG.
All other company, brand, product and service names are trademarks or registered trademarks of their
respective holders.

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