Product Related Services Solution
Easy and efficient protection of Fsas Technologies IT Infrastructures
SolutionPack
SolutionPack is the entry level service product for Infrastructure Support. The foundation for the SolutionPack are the well-known Support Packs for the hardware and software products integrated in the Solution infrastructure. These Support Packs have to be ordered as a prerequisite for the complete Infrastructure Support. The SolutionPack has to be acquired directly with the Fsas Technologies Infrastructure Solution (or shortly after) and provides support for a fixed configuration, for a fixed service period (36 or 60 months) and at a fixed price to be paid up front. Prolongations are possible.
SolutionContract
SolutionContract is the ideal complement for all Fsas Technologies Infrastructure Solutions giving flexibility with regards to the contract period and the contracted infrastructure, which may be extended during the contract period. The contract duration is minimum 3 years and begins on the contractually agreed date. It automatically extends for one year unless the contract is terminated in prescribed period. Remuneration for the SolutionContract is on a regular flat-rate basis.
Offering
SolutionPack and SolutionContract are available in various options giving customers the flexibility to select service time, on-site response or recovery time and proactive services in accordance with their needs.
Infrastructure Support
| Solution Contract - Options | Solution Pack - Options | ||||||
|---|---|---|---|---|---|---|---|
| Service Time | 9x5 | 24x7 | 24x7 | 24x7 | 9x5 | 9x5 | 24x7 |
| Single Point of Contact (SPoC) | ■ | ■ | ■ | ■ | ■ | ■ | ■ |
| Remote Response time for Integrated System (depending on Severity level) | 4 h / NBD | 4 h / ND | 0.5 h / 4 h | 0.5 h / 2 h | 4 h / NBD | 4 h / NBD | 4 h / ND |
| Technical Solution Support (TSS) | ■ | ■ | ■ | ■ | ■ | ■ | ■ |
| Remote Response time for Software (depending on Severity level) | 4 h / NBD | 4 h / ND | 0.5 h / 4 h | 0.5 h / 2 h | 4 h / NBD | 4 h / NBD | 4 h / ND |
| Onsite Response time for Hardware faults (depending on Severity level) | NBD / NBD | ND / ND | ND / ND | NBD / NBD | NBD / NBD | ND / ND | |
| Onsite Recovery time for Hardware faults (depending on Severity level) | – | – | ND / NBD | 6 h / ND | – | – | – |
| Options: | |||||||
| Proactive Services | half-yearly (opt.) | half-yearly (opt.) | half-yearly (opt.) | Quarterly | half-yearly (opt.) | half-yearly (opt.) | half-yearly (opt.) |
| HDD Retention | optional | optional | optional | optional | optional | optional | optional |
Benefits
- Infrastructure-oriented support reduces the complexity in maintaining the Solution infrastructure – Fsas Technologies is responsible for the integrated support of hardware and software components
- Security in terms of contractual protection through consistent service level agreements as well as harmonized service periods (SolutionContract only)
- Problem prevention through proactive services and regular consultations with a Technical Account Manager (currently SolutionContract only)
- A well-conceived range of services to meet customers’ requirements and budget
- Flexibility for customers when developing a Solution IT infrastructure
- Selectable payment terms: up front with SolutionPack or monthly with SolutionContract
- Flat fee pricing: well projectable, no hidden costs
Documents
| Solution Contract | SolutionPack | Technical Appendix | |||||||
|---|---|---|---|---|---|---|---|---|---|
| Storage Solutions | |||||||||
| ETERNUS® CS8000 | (EN,DE) | (EN,DE) | (EN,DE) | ||||||
| PRIMEFLEX Integrated Systems | |||||||||
| PRIMEFLEX for SAP HANA® | (EN,DE) | (EN,DE) | (EN,DE) | ||||||
| PRIMEFLEX for SAP Landscapes | (EN,DE) | (EN,DE) | (EN,DE) | ||||||
| PRIMEFLEX for Microsoft Storage Spaces Direct | (EN,DE) | (EN) | |||||||
| PRIMEFLEX for Nutanix | (EN,DE) | (EN) | |||||||
