Data Sheet FUJITSU Infrastructure Support SolutionContract Solution Contract Ds Services FIS En

User Manual: Pdf SolutionContract FUJITSU Integrated System PRIMEFLEX - Fujitsu United States

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Data Sheet Fujitsu Infrastructure Support SolutionContract
Page 1 of 7
http://www.fujitsu.com/fts/products/product-support-services/
Data Sheet
Fujitsu Infrastructure Support
SolutionContract
Fujitsu Infrastructure Support for Fujitsu Integrated System PRIMEFLEX and Storage Solutions
INTRODUCTION
Fujitsu Infrastructure Support is designed for improving the uptime and
administration in a Converged / Hyper Converged environment. In a
Fujitsu Integrated System PRIMEFLEX or Storage Solution, subsequently
called Fujitsu Integrated System, many components like servers,
storage, operating system, hypervisors and network components need
to work together effectively.
The Fujitsu Infrastructure Support concept is especially designed to
deliver end-to-end support embracing respective core and/or
supplemental components of the Fujitsu Integrated System as
specified in the related data sheet or other product documentation.
The Fujitsu Infrastructure Support services connect advanced product
support services, reliable break & fix hardware services and software
maintenance services with services to identify configuration problems
and the coordination of failure elimination in one Fujitsu Integrated
System.
The particular hardware and software products integrated in one
Fujitsu Infrastructure System, that are subject to this service, are listed
in the product specific Technical Appendix to this data sheet.
FUJITSU INFRASTRCUTURE SUPPORT SERVICE
The service is provided based on
■ Fujitsu Infrastructure Support SolutionContract
establishing a product related service contract for a minimum
contract period of 1 year.
For further details see “GENERAL INFORMATION”.
The Fujitsu Infrastructure Support comprises the following services:
■ Incident management and Single Point of Contact (SPOC)
for call acceptance and diagnosis of problems for the entire Fujitsu
Integrated System infrastructure.
■ Technical Solution Support (TSS)
ensures availability of and fast access to experts to solve problems
in the Fujitsu Integrated System. Fujitsu assumes responsibility for
analyzing problems in the Fujitsu Integrated System, identifying
configuration problems and the coordination of failure elimination
in hardware and/or software products included in the
service-authorized Fujitsu Integrated System.
■ Software Support: for released software products certified for the
respective Fujitsu Integrated System, technical support covers the
support for error diagnostics and the provision of potential initial
workarounds via phone or remote access. The right for patches
and updates/upgrades is included, if made available by the
vendor.
■ Hardware Support: for released hardware products certified for the
respective Fujitsu Integrated system, hardware support covers
diagnostics and the elimination of hardware errors via repair or
replacement.
■ Proactive Services enhance the support services for the Fujitsu
Integrated System with Technical Account Manager (TAM), System
Health Check and Patch Information Management. Depending on
the Fujitsu Integrated System the Fujitsu Infrastructure Support
offers proactive services, as described in the Technical Appendix,
as a selectable option.
CUSTOMER BENEFITS
■ Reduced complexity
Single Point of Contact (SPoC) to handle all service matters
related to the Fujitsu Integrated System
Specially trained, advanced system-centric support that frees
up the customer from complex diagnostic tasks and
identification of single component failures
■ Improved availability
Up to 24x7 0,5h remote response service subject to the
selected service option
Fast problem resolution through early expert involvement for
the identification of the failure affecting the Fujitsu Integrated
System
Problem avoidance by checking the system status on a regular
base (subject to the availability of proactive services for a
particular Integrated System)
■ Transparent and projectable service terms
Fixed one-time service fee depending on the size of the
integrated system, the selected service level and the duration
Aligned service levels and service times for the Fujitsu
Integrated System related support offerings through
predefined options
Data Sheet Fujitsu Infrastructure Support SolutionContract
Page 2 of 7
http://www.fujitsu.com/fts/products/product-support-services/
SERVICES IN DETAIL
The Fujitsu Infrastructure Support comprises the following service
activities:
REACTIVE SERVICES
■ Incident management
When the call entitlement and the pre-clarification check have
been successfully concluded, the incident is registered, a reference
number is assigned and the fault is then processed according to
the defined service level.
To enable the entitlement check, the customer must specify the
assigned Serial Number (also known as Solution Identifier) of
complete Fujitsu Integrated System.
Call
acceptance
■ Single Point of Contact (SPOC)
After call acceptance all incidents regarding a Fujitsu integrated
systems will be managed by a Single Point of Contact for incident
management, error diagnosis and problem management. Core
components that are included in this service are listed in the
respective Technical Appendix.
For faults related to supplemental components like network or
storage, that are required to operate the Fujitsu Integrated System,
Fujitsu may forward error messages to the respective service
provider and/or manage the incident, if the required support
contracts and respective service obligations are in place.
■ Technical Solution Support (TSS)
All incidents will be routed to Technical Solution Support. The
technical solution experts provide incident support and handle the
customer’s problem from call receipt to call closure. The expert may
elect to engage additional specialist resources, as required, to help
resolve the problem. Even when additional resources (e.g.
hardware or software 2nd level product support) are used, Fujitsu
expert remains engaged from incident creation through closure to
help ensure a consistent end-to-end support for the customer
System configuration issues related to the service-authorized
Fujitsu Integrated System will be handled via remote support.
Problems in the Fujitsu Integrated System will be analyzed, the
faulty component(s) identified and failure elimination in the
hardware and software products of the Fujitsu Integrated System
coordinated.
■ Software Support
Technical support for software incidents covers receiving the fault
report, providing remote support for error diagnostics and
searching for possible initial workarounds. The right to use of
patches, updates and upgrades (if made available by Fujitsu) is
included in the Fujitsu Infrastructure Support. Fault elimination
might be done by installing software patches for the respective
Fujitsu software if they have been made available by the software
manufacturer.
Problem analysis and elimination of identified faults in Fujitsu
integrated System related software products will be done under
the terms of the SolutionContract.
■ Hardware Support
■ Technical support for hardware products covers diagnostics and
the elimination of errors via repair or replacement.
■ Autocall messaging enables preventive hardware diagnosis.
The service-authorized product reports incidents immediately via
remote connection to the Fujitsu service center. After feeding this
input into the Fujitsu support workflow, preventive actions or the
fault elimination process may be initiated.
Autocall consists of:
Detection of system failures if possible before the Fujitsu
Integrated System becomes unavailable to the end user
System environment check (e.g. temperature)
Check events against predefined thresholds
Automatically create an incident in the Incident Management
System
In the event of a fault, forwarding of analyzed events to
defined service instances of the customer
■ Hard Disk Retention
This option of the SolutionContract is designed for customers who
-in a service situation - do not wish to hand over data media (hard
disk drives or SSDs) with confidential data to Fujitsu or the
commissioned authorized service partner. Customers, who
purchase this option, are allowed to retain faulty hard disk drives
that are authorized for service: In this situation, Fujitsu, in contrast
to other specifications in the General Terms for Support Services,
does not insist on its ownership right for faulty hard disk drives
when supplying a replacement drive.
The customer retains sole responsibility for protecting confidential
data saved on faulty hard disk drive.
Further details see
Technical Appendix Fujitsu Infrastructure Support
of the respective Fujitsu Integrated System.
Data Sheet Fujitsu Infrastructure Support SolutionContract
Page 3 of 7
http://www.fujitsu.com/fts/products/product-support-services/
PROACTIVE SERVICES
Depending on the particular Fujitsu Integrated System the
SolutionContract offers proactive services as a selectable option. They
enable the early identification of critical system conditions and
initiation of preventive measures. They consist of the following
elements:
■ Technical Account Manager (TAM)
To ensure sustained service quality Fujitsu names a defined contact
person (TAM), who supports the customer in service-relevant topics
for the service-authorized Fujitsu Integrated Systems. Tasks of the
TAM:
Coordination of regular reviews with the customer for the
following topics: service and product quality, improvement
potential and contract supplements
Support for the customer in ordering installations of software
updates, as required
Twice or four times a year, depending on the selected service
option, the report of the system health check and potential
measures are discussed with the customer
Updating of the documentation for the installed customer
configuration together with the customer.
■ System Health Check
It is the purpose of the System Health Check to assist in sustaining
the required performance and availability of the Fujitsu Integrated
System. To this end, the technical status of the infrastructure is
analyzed and evaluated with the aim of detecting potential
problems or bottlenecks. The results of the analysis are compiled in
a system report and submitted to the customer.
Determine version of system firmware
Determine the status / up-to-dateness (incl. updates / patches)
of Fujitsu Integrated System software products.
Evaluate the system log files and check the extent to which the
parameters of the system environment and system resources
lie within the agreed threshold values
Detailed information about processed data volumes
(throughput)
Preventive hardware diagnostics (HW system logs)
Preventive software diagnostics
Check all customer-relevant remote service functions
■ Patch Information Management
Patch Information Management provides information on a
proactive basis about new corrections for the service-authorized
software core components and makes them available as required.
Further details see
■ Technical appendix Fujitsu Infrastructure Support
for the respective Fujitsu Integrated System
READY-FOR-SERVICE (R4S)
Workflow and related documentation ensure smooth hand over from
the deployment to operation and in addition updates during the
service period. When the contract starts, service readiness of the
Fujitsu Integrated System is verified by Fujitsu. This includes:
Serviceability Check
Check the system documentation created as part of the installation
/ deployment
Check the technical status of the customer system
Check the hardware / software release versions
Check the hardware and software components in use
Configure and test the remote access
Agree an escalation process, including contact person, which is
initiated for complex fault situations
The customer is required to support Fujitsu as necessary, in particular in
recording required system configuration and third party contract data
at the initial installation / deployment. In addition, during the service
period changes in the Fujitsu Integrated System such as configuration,
contact or SLA updates, have to be logged, to ensure that the right
information is available when an incident occurs.
OPERATING STATUS AFTER TROUBLE SHOOTING
After troubleshooting, Fujitsu verifies the functionality of all
components required to operate the Fujitsu Integrated System. If not
specified otherwise in the respective Technical Appendix the system is
considered operational again if it operates according to the status after
factory delivery or, if available, according to the latest Ready-4-Service
documentation.
Data Sheet Fujitsu Infrastructure Support SolutionContract
Page 4 of 7
http://www.fujitsu.com/fts/products/product-support-services/
FUJITSU INFRASTRUCTURE SUPPORT OPTIONS
Remark: The Recovery, Onsite response and Remote response times designate the service level for severity level 1 faults; for further information see General
information.
Legend:
Service element available, depending on country
Optional, available depending on country
9x5: Local business hours on local business days except legal public holiday.
Further details see http://www.fujitsu.com/fts/support-local-terms
24x7: Monday to Sunday including legal public holidays, 24 hours
NBD: Next business day
Fujitsu Infrastructure Support services related to one Fujitsu Infrastructure have to be ordered with aligned service levels as indicated in the table
above, subject to availability of that service level the product involved.
Connected services as described above are not designed to be sold for software-only or hardware-only configurations due to the integrated
nature of the service deliverables.
SOLUTIONCONTRACT
OPTION
CLASSIC
9X5
CLASSIC
24X7
SUPERIOR
24X7
PREMIUM
24X7
CLASSIC PRO
9X5
CLASSIC PRO
24X7
SUPERIOR PRO
24X7
PREMIUM PRO
24X7
Service time
9x5
24x7
24x7
24x7
9x5
24x7
24x7
24x7
Recovery time for
HW faults
for faults of severity level 1 / 2-3
-
-
ND / NBD
6 hrs. /
ND
-
-
ND / NBD
6 hrs. / ND
Onsite response time for
HW faults
NBD
ND
NBD
ND
Remote response time
for faults of severity level 1 / 2-3
4 hrs./
NBD
4 hrs./
ND
0.5 hrs. /
4 hrs.
0.5 hrs. /
2 hrs.
4 hrs. / NBD
4 hrs. / ND
0.5 hrs. /
4 hrs.
0.5 hrs. /
2 hrs.
Autocall messaging
HDD Retention
Software Maintenance
Provision of software
■ minor versions for fault
elimination (updates)
■ major versions with
new functions
(upgrades)
Proactive Services
■ System Health Check
■ Patch Information
Management
■ Technical Account
Manager
-
-
-
-
half-yearly
half-yearly
half-yearly
quarterly
Data Sheet Fujitsu Infrastructure Support SolutionContract
Page 5 of 7
http://www.fujitsu.com/fts/products/product-support-services/
GENERAL INFORMATION
CONTRACT MODEL
SolutionContract is a product-related service contract. Fujitsu reserves
the right to verify the serviceability of the product prior to accepting a
service responsibility and to charge additional fees for the resumption
of the services for the product(s) (Reinstatement fees). All charges
shall be made in accordance with the Fujitsu price list valid for the
respective period in question.
SERVICE PERIOD
The service period for SolutionContract begins with the contractually
defined time. At the end of the minimum contract period of 1 year the
contract is renewed for a period of one year respectively, unless it is
terminated with due notice.
The maximum service period is limited by the earliest end of service
life date of any integrated components.
SERVICE TIME
The service time is the contractually agreed period in which service is
provided. The standard service time varies between countries.
Standard
service time
Please see details for respective country under
http://www.fujitsu.com/fts/support-local-terms
SERVICE LEVELS
The remote response, on-site response and recovery times defined
below begin within the agreed service time after call acceptance;
outside the agreed service time the time measurement is interrupted.
In other words, remote response, on-site response and recovery times
can last until a following day, which is covered by the service time.
The agreed remote response, on-site response and recovery times
depend on the selected service option as well as the severity of the
fault (hereinafter referred to as severity level). The severity level of the
fault is defined by the customer during call acceptance together with
Fujitsu.
The defined remote response, on-site response and recovery times are
suspended during agreed maintenance slots.
Severity
level 1
Critical impairment to operation
The fault in the service-authorized infrastructure or one
of its critical components causes serious impairment to
the customer's business processes; typical level 1
impairments are
business processes not running
productive system standstill
threat to data integrity
backup and recovery functions for productive
operation not working
Severity
level 2
Significant impairment to operation
The fault in the service-authorized infrastructure or one
of its critical components results in considerable
impairment to the operability of business processes,
essential applications or to the system. A bypass is not
possible with reasonable expenditure.
Severity
level 3
Moderate impairment to operation
The service-authorized infrastructure is functioning
with moderate impairment to the performance of
business processes, essential applications or to the
system. Business processes and applications are
running, no data loss. The fault may be temporarily
circumvented using an available workaround; the
delay in fault elimination is acceptable.
■ Remote response time
The remote response time designates the time period between call
acceptance and when a specialist starts to solve the problem via
the phone or remote access.
■ On-site response time for HW faults
The on-site response time designates the period from call
acceptance to the time when an engineer normally arrives with the
diagnosed spare part (where applicable) at the customer location.
The on-site response time does not apply in cases, in which a fault
can be eliminated remotely.
Troubleshooting lasts until the IT infrastructure is operational again
or until suitable progress has been made in solving the problem.
Work can be stopped for a time if additional parts or resources are
required, but is restarted as soon as they are available.
■ Recovery time for HW faults
The recovery time designates the period of time from call
acceptance to the time when a service engineer usually recovers
the operational readiness of the hardware that was diagnosed as a
hardware fault.
The recovery time does not include the time that is required to
recover the data and/or install software or an operating system
and/or recover the customer-specific configuration.
Data Sheet Fujitsu Infrastructure Support SolutionContract
Page 6 of 7
http://www.fujitsu.com/fts/products/product-support-services/
SERVICES NOT INCLUDED IN THE SCOPE OF SUPPORT (EXCLUSIONS)
The contractually agreed support services do not include the backup or
initial installation of any embedded Fujitsu software, operating system,
the application software as well as the system and user data.
The regular and full data backup, including application and operating
system software, is the responsibility of the customer.
Installing new software versions is not part of the Fujitsu Infrastructure
Support contract, but can be commissioned and will be invoiced
separately.
PREREQUISITES
Service delivery according to the Fujitsu Infrastructure Support is
subject to the following mandatory prerequisites and general
conditions are being observed and abided to. Should one or more of
the prerequisites not be met, the services described can only be
provided in a restricted manner or even not at all.
■ Remote access
Fujitsu provides as part of the support services reliable functions for
remote access, which supports fast and efficient fault diagnosis
and, if necessary, fault elimination. Remote access to a customer
system is only done with the customer's approval, which can be
given on a general or case-by-case basis, and usually necessitates
Internet access.
The Fujitsu Infrastructure Support assumes that there is the
possibility of immediate remote access. If the customer rejects
setting up remote access or it cannot be configured for other
reasons, the services described can only be provided in a restricted
manner and the contractual service levels cannot always be met.
■ System/Configuration changes
The Fujitsu Infrastructure Support services can only be provided
when the customer notifies Fujitsu Support immediately in writing
of all service related modifications to the contracted Fujitsu
Integrated System product. In case of an extension to the Fujitsu
Integrated System, is mandatory to acquire together with the
Hardware / Software products the respective services to cover such
extension with the same service scope as the one in the existing
contract.
■ Maintenance slot
The migration to new software versions may in given instances
require maintenance periods, in which the system is not available
or only to a restricted extent and the agreed service levels cannot
be met. The customer is to grant Fujitsu an appropriate
maintenance slot on a regular basis in order to perform software
updates specific to the service contract as soon as a new software
versions become generally available.
LEGAL INFORMATION / GENERAL TERMS AND CONDITIONS
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 guaranteed quality or declaration thereof in the eyes of the
law.
In addition to this data sheet, the following general business terms
and conditions apply:
"General terms and conditions for Hardware and Software Support
Services of Fujitsu Technology Solutions"
Technical Appendix Fujitsu Infrastructure Support
for the respective Fujitsu Integrated System.
LOCAL AVAILABILITY
Fujitsu support offerings, features, and coverage (and related products)
may not be available in all countries or areas. To obtain further
information or to order Fujitsu Infrastructure Support Service, contact a
local Fujitsu sales representative and reference the respective Fujitsu
Integrated System.
Data Sheet Fujitsu Infrastructure Support SolutionContract
Page 7 of 7
http://www.fujitsu.com/fts/products/product-support-services/
More information
Fujitsu Portfolio
Product Related Services ensure system
availability and business continuity of
customers’ IT systems during all phases of a
product’s lifecycle. Depending on the
criticality of IT systems and processes
customers can choose between reactive
services and proactive/ preventive services.
Product Related Services can be added to
both hardware and software product in
perfectly tailored packages.
What’s more? In order to liberate customers
from the significant challenges of tighter
budgets and ageing equipment Product
Related Services can be purchased together
with the hardware/ software components
on a subscription basis as Hardware as a
Service (HaaS).
Fujitsu Portfolio
Built on industry standards, Fujitsu offers a
full portfolio of IT hardware and software
products, services, solutions and cloud
offering, ranging from clients to datacenter
solutions and includes the broad stack of
Business Solutions, as well as the full stack
of Cloud offerings. This allows customers to
select from alternative sourcing and delivery
models to increase their business agility and
to improve their IT operation’s reliability.
www.fujitsu.com/global/products/
www.fujitsu.com/global/services/
More information
Learn more about Fujitsu, please contact
your Fujitsu sales representative, Fujitsu
business partner, or visit our website
http://www.fujitsu.com/fts/services/support/
Fujitsu green policy innovation
Fujitsu Green Policy Innovation is our
worldwide project for reducing burdens on
the environment. Using our global
know-how, we aim to contribute to the
creation of a sustainable environment for
future generations through IT.
Please find further information at
http://www.fujitsu.com/global/about/enviro
nment
Copyright
All rights reserved, including intellectual
property rights. Changes to technical data
reserved. 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
own purposes may infringe the rights of
such owner.
For further information see
http://www.fujitsu.com/fts/resources/naviga
tion/terms-of-use.html
©2016 Fujitsu Technology Solutions GmbH
Disclaimer
Technical data 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
own purposes may infringe the rights of
such owner.
Published by:
FUJITSU Technology Solutions GmbH
Mies-van-der-Rohe-Str. 8, 80807 Munich, Germany
Website: http://www.fujitsu.com/fts
2016-09-30, EN

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