Solution Support

Easy and efficient protection for IT operations

SolutionContract

Fujitsu SolutionContract is the maintenance and support service for defined Fujitsu Solutions. It takes into account the fact that Fujitsu Solutions consist of hardware, software and network products, probably from various vendors. Fujitsu takes the responsibility for all components of a Fujitsu Solution as well as their interoperability. SolutionContract offers you several service level options, depending on your requirements.

OFFERING

SolutionContract is an intelligent mix of proactive and reactive services that makes sure that malfunctions are detected and corrected before they can have any impact on operations. You have a Technical Account Manager at your side who is your contact for all matters related to the service for your infrastructure. Our transparent billing model provides you with fixed monthly charges.

SolutionContract is available for the Fujitsu Solutions:

• Business Warehouse Accelerator Infrastructure
  Information: Data Sheet
• BladeFrame
  Information: Data Sheet
• ETERNUS CS
  Information: Data Sheet
• FlexFrame for SAP
  Information: Data Sheet
• Fujitsu DI Blocks
  Information: Data Sheet
• Fujitsu Power Appliance for SAP HANA® Platform
  Information: Data Sheet
• VMware vCloud
  Information: Data Sheet

Proactive service elements include for example:

• System Health Check – determination and documentation of system status based on testing of system components and system resources at regular intervals
• Patch Information Management – proactive information about new software patches and their availability

Reactive service elements include for example:

• Service times of 9x5 hours or 24x7 hours
• Recovery time from up to 6 hours
• Auto call – errors and warnings detected by the system will be reported to Fujitsu automatically (ETERNUS CS only)

BENEFITS

• Sustained availability ensured by short recovery times and proactive services – stop or avoid problems before they can have a negative impact
• Reduced complexity by offering solution-oriented support
• Clear pricing concept with a fixed monthly fee
• Synchronized service levels and contract periods for the entire solution infrastructure

PROOF POINTS

• Service management based on the international standard for IT service management ITIL
• Structured, automated and standardized service reporting for all relevant indicators of the respective SLAs

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