Fujitsu SP 1Y 9x5 User Manual
Displayed below is the user manual for SP 1Y 9x5 by Fujitsu which is a product in the Warranty & Support Extensions category. This manual has pages.
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Data Sheet FUJITSU Support Pack Software
Page 1 of 4
http://www.fujitsu.com/fts/services
Data Sheet
FUJITSU Support Pack
Software
Support Services for IT Software
INTRODUCTION
Fujitsu offers - with its Fujitsu Support Pack Software - support
services for selected software products. They comprise the
diagnostics of software faults as well as fault elimination via
workaround solutions and/or the provision of software corrections
if available. Depending on the software product, software versions
with new functions are provided at the customer's request.
This data sheet describes the contractually relevant support
services; product-specific supplements and information about the
lifecycle policy for the product are defined in a Technical Appendix.
The specific scope of the contracted support services is defined in
the Support Pack certificate provided to the customer.
FUJITSU SUPPORT PACK SOFTWARE
Support Pack Software is a product-related service contract for a fixed
period and with once-only remuneration.
Fujitsu Support Packs can be purchased within 90 days of the product
purchase for a contract term of 1 up to 20 years. Before expiry, the service
period can be extended (until the maximal contract term of 8 years) by
purchasing a corresponding follow-on Support Pack.
The contract period (service period) begins on the exact date when the
corresponding software product was initially purchased. The service is
provided based on a one-time fee to be paid in advance when the Support
Pack is purchased and on the service activation according to the
"Supplemental terms for Fujitsu Support Packs“.
Data Sheet FUJITSU Support Pack Software
Page 2 of 4
http://www.fujitsu.com/fts/services
Services in detail
OUR SERVICE OFFERING
The following service scope applies unless otherwise specified in the
product-specific Technical Appendix for the respective software product:
Technical Support
Technical support covers the fault acceptance as well as the support for
error diagnostics and the provision of potential initial workarounds via
phone or remote access. The technical support is delivered remotely.
Software Maintenance
Software corrections and patches
Software corrections and patches aimed at eliminating faults are
provided if they have been made available by the respective software
manufacturer. These can be individual patches, patch packages or
correction versions depending on the manufacturer. Any necessary
specific information is included in the Technical Appendix for the
respective software product.
Installing software corrections is not part of the contract, but can be
commissioned and will be invoiced separately.
New software versions (updates/upgrades)
Software versions with new functions are released by the respective
manufacturer. Any necessary specific information is included in the
Technical Appendix for the respective software product.
The right of a customer to be supplied with new software versions only
exists if this is desired by the manufacturer of the respective software
product as part of the latter's product policy. These new versions are
provided, when available, for the service-authorized software product
and at the request of the customer.
Installing new software versions is not part of the contract, but can be
commissioned and will be invoiced separately.
SERVICES NOT INCLUDED IN THE SCOPE OF SUPPORT (EXCLUSIONS)
The regular and full data backup, including application and operating
system software, is the responsibility of the customer.
SERVICE LEVELS
The agreed remote response time depends on the selected service
option.
Call acceptance
Call acceptance
To get in contact with Fujitsu support please
see ts.fujitsu.com/servicedesk
When the call entitlement has been successfully concluded the call is
accepted, a reference number is assigned and processing then
continues according to the defined service level. The measurement of
the contracted remote response time starts with the confirmation of an
incident by the help desk.
The product/license type as well as the ID for the respective software
and contract number must be specified in the call.
Service time
The service time is the contractually agreed period in which service is
provided on a remote basis. 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
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.
The remote response time begins within the agreed service time after
the call has been accepted; the measurement of time is stopped
outside the agreed service time. In other words, it can last until the
next day which is covered by the service time.
REMOTE SERVICE
As part of the Support Services Fujitsu provides reliable remote access
functions which support fast and efficient fault diagnosis and, if
necessary, eliminate errors. Remote access to a customer system is
only carried out with the customer's approval which can be granted
generally or on a case-by-case basis; it usually requires Internet access.
PREREQUISITES
The following prerequisites apply for the service contract. Should one or
more of the prerequisites not be met, the services described can only
be provided in a restricted manner or possibly not at all.
Remote access
It is assumed with Fujitsu Support Pack Software services that remote
access is available for Fujitsu. If the customer does not wish to provide
any remote access or this cannot be configured for some other reason,
the agreed service levels cannot always be met in every situation.
System changes
The Fujitsu Support Pack Software Services can only be provided if the
customer provides Fujitsu immediately and in writing with details of all
the modifications to the service-authorized software product (e. g.
changes to the licensing model). In the event of any extension, the
same service option must be agreed as the one in the existing
contract.
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 of Fujitsu Technology Solutions in the respective local
version apply (see http://www.fujitsu.com/fts/support-local-terms):
"General terms and conditions for hardware and software
support services of Fujitsu Technology Solutions"
"Supplemental terms for Fujitsu Support Packs“
Data Sheet FUJITSU Support Pack Software
Page 3 of 4
http://www.fujitsu.com/fts/services
Options
The following table provides an overview of standard service level options. The availability of a specific service level depends on the respective
product.
Service options
Support Pack Basic
Support Pack Classic
Service time 1)
9x5
24x7
9x5
24x7
Remote response time
4 h
4 h
Provision of
software corrections and patches
On request and in agreement
On request and in agreement
Provision of
new software versions
Not available
According to product specific
Technical Appendix
1) Explanation of service times:
9x5 - Local business hours on local business days except legal public holidays
Further details see http://www.fujitsu.com/fts/support-local-terms
24x7 - Monday to Sunday including legal public holidays, 24 hours
Data Sheet FUJITSU Support Pack Software
Page 4 of 4
http://www.fujitsu.com/fts/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 München, Germany
Website: www.fujitsu.com/fts
2016-08-31, EN