Fujitsu USCAN Genesis II Self Checkout ETERNUS CS800 Data Protection Appliance Service Fact Sheet Storage Factsheet

User Manual: Fujitsu ETERNUS CS800 Data Protection Appliance Service Fact Sheet FUJITSU Storage ETERNUS Literature - Fujitsu United States

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Excellent service and support for the
ETERNUS CS800
As the world’s third largest IT services provider,
Fujitsu focuses on keeping IT and business
objectives aligned through close collaboration
with our customers. The Fujitsu world class
service and support core competencies have
evolved from mission-critical data center
business systems to encompassing the entire
enterprise world, including distributed computing
environments.
Global Support Center availability 24x7x365
The cornerstone of our business is Mission Critical
Support delivered by experienced engineers and
backed by an ISO 9001 certied Global Service
Center that operates 24 hours a day, 7 days a
week, 365 days a year.
Service commitment
The Fujitsu support structure allows you to
select the support type that best ts your day
to day needs. Customers can select Enhanced
Plus uplift or Basic Service support options. All
support options include live phone support,
replacement parts, and onsite support within
dened coverage hours. In addition to warranty
service, support options are offered as uplifts and
as post-warranty support service.
Basic Service
The Basic Service level is for systems with
less stringent support needs, requiring phone
coverage during an expanded workday Monday
through Friday. Basic Service provides live
telephone support 8 AM to 8 PM local time
(except holidays), onsite coverage 8 AM to 5 PM
local time (except holidays), with a parts and
onsite response time goal of next business day.
Basic Service level includes Customer Self-Service
(CSS) for Firmware Updates.
Enhanced Plus Services
Enhanced Plus Service is an optional uplift
that supports the operational objectives of
the most demanding mission-critical customer
environments. Ready 24 hours a day, 7 days
a week, 365 days a year, we respond with live
phone expertise, onsite support, and reliable
parts to quickly restore your environment. Our
onsite response time goal of 4 hours is available
in dened service areas encompassing major
metropolitan areas.
Remote Support Tool
Fujitsu offers Remote Support Tools to capture
machine status and error information. This data is
securely transmitted via the internet to a central
location and made immediately available to
support engineers to take action. The Remote
Support Tool is bundled with the product and
included at no additional cost.
Professional services
Fujitsu Professional Services for Solutions offers
a QuickStart Service for ETERNUS® CS800
designed to expedite implementation, ensure
proper configuration, and provide expert
assistance to help you get your new ETERNUS
CS800® DeDuplication Appliance up and
running quickly, and includes hands-on
operational training for your staff. More
detailed Information can be found at: http://
www.fujitsu.com/us/products/product-support-
services/storage/cs800qs/
Software Maintenance and
Subscription Service
Software Maintenance is provided remotely.
Software Subscription Service entitles
customers the right to receive software and
rmware updates.
Page 1 of 3
Fact Sheet Support and service for FUJITSU ETERNUS CS800: Data Protection Appliance Service
Fact Sheet
Support and service for FUJITSU ETERNUS
CS800 Data Protection Appliance Service
http://solutions.us.fujitsu.com
The ETERNUS® CS800 is a turnkey data protection appliance with de-duplication for midrange environments.
Software upgrades may require additional
license fee, subject to vendor requirements.
Installation of software updates and
software upgrades is a fee-based service.
Warranty and Uplift Support
Warranty is 1 year / 12x5 Phone
Support, 9x5 Onsite, Next Business Day
(NBD) Response
Uplift to Enhanced Plus, 24x7 Phone
Support, 24x7 Onsite, 4 Hour Response is
available for additional fee
Page 2 of 3
Fact Sheet Support and service for FUJITSU ETERNUS CS800: Data Protection Appliance Service
http://solutions.us.fujitsu.com
SERVICE PROGRAM SERVICE LEVEL Warranty, Uplift,
OFFERINGS and Post Warranty Support
PRODUCT (1) Hardware Warranty Period (1) Basic Enhanced Plus
CS800 1-Year Warranty Uplift
Post Warranty Post Warranty
Software Warranty Period 90-Day Media Replacement
Installation (2) Fee-Based
Support Features (1)
Telephone Assistance Hours
24 x 7 x 365 (3) X
8AM – 8PM Local Site Time, Mon – Fri, Except Holidays X
Telephone Response Target Time (4)
Severity 1 – Live Transfer X X
Severity 2 NBD 2 Hours
Severity 3 NBD 4 Hours
Onsite Coverage Hours
24 x 7 x 365 (3) X
8AM – 5PM Local Site Time, Mon – Fri, Except Holidays X
Onsite Response Target Time (4 & 5)
Severity 1 NBD 4 Hours
Severity 2 NBD NBD
Severity 3 NBD NBD
Spare Parts (6) Target Response Time (Severity 1) NBD 4 Hours
Parts Replacement By Fujitsu By Fujitsu
Account Support Features
Time-Based Alert and Escalation Process X X
Service Account Management X
Account Support Plan (7) X
Account Support Review (8) Semi-Annual
Firmware Update Service X
Mission-Critical Support Process Severity 1 Only
Remote Maintenance Connection (9) X X
Fee-Based Support Features
Software Maintenance (10) Fee-Based Fee-Based
Software Version Upgrades (11) Fee-Based Fee-Based
Professional Services
Assessment and Implementation Services Fee-Based Fee-Based
Service Program
(1) Products and/or specic Support Features are subject to local geographic
availability.
(2) Fujitsu America recommends installation and QuickStart Services by Fujitsu
trained engineers.
(3) This 24x7x365 coverage period includes local holidays.
(4) The following denitions apply for problem severity: Severity 1: system
down, business outage. Severity 2: a serious problem, but impaired
production is proceeding. Severity 3: an important problem that does
not affect production.
(5) Onsite Response Target by a service engineer is within the contracted
Onsite Coverage Hours. Enhanced Plus Four Hour Onsite Response Target
for Severity 1 priorities is offered for sites within a one hundred (100) mile
radius of a Fujitsu authorized service operation. Onsite Coverage applies
to hardware support. Software is supported remotely by the Fujitsu Global
Support Center.
(6) Once a failed component is identied, the Spare Parts Target Response Time
is measured from the time a replacement part is ordered to the time the
part arrives at the site where the system is located, and may be impacted
by import/export limitations. The time used is local site time where the
system is located.
(7) Local customer support management will provide the process for the design
of an Account Support Plan for the customer.
(8) Semi-annual onsite technical Account Support Reviews include discussion
of product support and service issues during the previous period as well as
problem resolution and/or action plans.
(9) The Fujitsu Remote Support Tool monitors machine status continuously.
Machine status and failure data is securely sent to Fujitsu support personnel
for analysis and action. Should the customer decline setup of the Remote
Support Tool, or it cannot be congured for other reasons, Fujitsu’s ability
to meet certain response time targets may be impaired. Please contact
your service representative for details.
(10) Software Maintenance and Subscription Service require annual fees.
Software Maintenance is provided remotely. Subscription Service entitles
customers to receive rmware and software updates. Installation of
rmware or software updates is a fee based service.
(11) Software Version Upgrades (e.g., Version 1.x to 2.x, etc.) may require
additional license fee. Software Installation is a fee-based service.
Notes:
Page 3 of 3
About Fujitsu Americas
Fujitsu Americas, is the parent and/or management company of a group of Fujitsu-owned companies operating in North,
Central and South America and Caribbean, dedicated to delivering the full range of Fujitsu products, solutions and services
in ICT to our customers in the Western Hemisphere. These companies are collectively referred to as Fujitsu Americas.
Fujitsu enables clients to meet their business objectives through integrated offerings and solutions, including consulting,
systems integration, managed services, outsourcing and cloud services for infrastructure, platforms and applications; data
center and field services; and server, storage, software and mobile/tablet technologies. For more information, please visit:
http://solutions.us.fujitsu.com/ and http://twitter.com/fujitsuamerica
Fact Sheet Support and service for FUJITSU ETERNUS CS800: Data Protection Appliance Service
http://solutions.us.fujitsu.com
Contact
FUJITSU AMERICAS
Address: 1250 East Arques Avenue Sunnyvale, CA 94085-3470, U.S.A.
Telephone: 800 831 3183 or 408 746 6000
Website: http://solutions.us.fujitsu.com
Contact Form: http://solutions.us.fujitsu.com/contact
Have a question? Email us at: AskFujitsu@us.fujitsu.com
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Point-of-Sale Peripherals
Fujitsu offers a full range of peripherals
designed for ultimate serviceability and
manageability. We’ve combined user-friendly
design with best-of-breed hardware to create
the components you need to keep your
operations running smoothly.
Point-of-Sale Hardware
Fujitsu point-of-service solutions come in a
variety of form factors including compact all-in-
one and traditional POS controllers. All are
highly configurable to ensure the ideal feature/
functionality/price fit for each retailer’s unique
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Self-Checkout Systems
The Fujitsu U-Scan Genesis line offers retailers
flexibility, scalability, reliability and usability.
Advanced features include high capacity, space
saving footprint, ATM-style “follow me” LED
lighting, and “above scanner” bill and coin
accepting/dispensing.
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A global leader in electronics manufacturing
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and solutions to support original equipment
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manufacturers operating in the automotive,
communications, computing, consumer,
industrial, medical, retail and financial sectors.
Fujitsu Retail Suite
Fujitsu Retail Suite provides retailers with a
broad portfolio of solutions to better enable
them to implement customer loyalty
programs, increase customer service, and
implement cost effective stored value card
management solutions.
Disclaimer
Technical data are subject to modification
and delivery subject to availability. Any
liability that the data and illustrations are
complete, actual or correct is excluded.
Designations may be trademarks and/or
copyrights of the respective manufacturer,
the use of which by third parties for their
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such owner.
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Fujitsu Green Policy Innovation is our
worldwide project for reducing burdens on
the environment. Using our global know-
how, we aim to resolve issues of
environmental energy efficiency through IT.
Please find further information at:
www.fujitsu.com/global/about/environment/
Copyright
Fujitsu, the Fujitsu logo, and ETERNUS are
trademarks or registered trademarks of
Fujitsu Limited in the United States and other
countries. VMware is a registered trademark
of Vmware, Inc. Linux is a registered
trademark of Linus Torvolds. Novell is a
trademark or registered trademark of Novell,
Inc. in the United States and other countries.
All other trademarks mentioned herein are
the property of their respective owners.
Program specifications are subject to change
without notice. The information in this
document may be superseded by subsequent
documents. For details regarding delivery of
specific products, features, and services,
contact your local Fujitsu representative.
Copyright© 2015 Fujitsu America, Inc.
All rights reserved.
FPC58-2798-03 12/15
15.0434

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