Platinum Service

Definition

Platinum Service 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. Platinum service covers Hardware Support services for Non-Fujitsu brand product and Software Support services implemented by Fujitsu Indonesia.

Service Level Agreement

Effective Apr 1, 2020, The following Table contains the SLA that Platinum service cover. Platinum service offered to 24/7 support.

In-Scope Service Coverage

In general Platinum 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 basic OS installation, 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