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Token

Definition

Token is services offered by FID to provide enhanced flexibilities, committed support to meet customer’s ICT requirements. This is a post implementation support service that cover corrective maintenance and service request support, included but not limited to consultation services, remote support (e.g. log analysis, guide via phone, remote troubleshooting) and on-site support to the customer. Token service covers Hardware Support services for Non-Fujitsu brand product and Software Support services implemented by Fujitsu Indonesia.

Service Level Agreement

Effective October 22, 2018, The following Table contains the SLA that token service cover. Token service offered to kind of support namely Standard support and gold support each differs in the coverage time for the support.

Scope Standard Gold
Coverage Time (8x5) (Mon-Fri) (24x7) (Mon-Sun)
Duration 1 Token maximum 8-man hours support services
Token Validity Period 1 Year
Coverage Area JABODETABEK & Karawang *
Refundable No
Minimum Utilization 1 token/day
Minimum Purchase 10

In-Scope Service Coverage

In general Token service covers Hardware Support services for Non-Fujitsu brand product and Software Support services implemented by Fujitsu Indonesia the two primary services would be:

Corrective Maintenance which including service such as Remote Support or On-Site Support Activities for troubleshooting Incidents, Technical Activities, Discussion & Updates, Problem Analysis, Problem Isolation, Problem Escalation, Problem Reporting and Problem Solving

Service Request which including minor configuration changes and technical discussion

Out-Scope Service Coverage

Complex configuration changes, document creation, preventive maintenance, sites migration, DC-DR Activities, Part replacement

Technology and Product Coverage

The following is the product coverage as of 16 August 2018

Product Solution Product Name
Backup Solution Veeam (Backup, Restore, Replication)
Veritas (Backup, Restore, Replication)
Symantec (Backup, Restore)
ArcServ
OS Solution Microsoft (OS Cluster, AD, Exchange, UC, Office 365, SQL, FSRM)
SUSE (HA Solution)
RHEL (HA Solution)
others Linux
Cloud & Virtualization Microsoft (HyperV)
Vmware (Virtualization, NSX, VCloud, SRM, Vrops)
Database Solution Microsoft (SQL Server)
MySQL
Oracle DB
SAP HANA
Network & Security Cisco
Ruckus
Juniper