Customer Services

Support for the Amdahl SPARCsummit 6400E Enterprise Server

World-class, mission-critical support offerings to meet your business requirements
In depth and around-the-clock Premium service for enterprise critical systems
Cost-effective and proactive support with Basic and Premium service options
Superior serviceability features: Remote dial-in analysis, and error logging capabilities
Problem ownership through resolution and analysis
Technical and consultative support to ensure smooth operation and help you succeed

Service and support for distributed computing environments

For businesses that require a high-speed, multi-departmental UNIX(R) system server, the Amdahl SPARCsummit(TM) 6400E Enterprise Server (AS6400E) is an excellent choice. The AS6400E, which features the Solaris(TM) operating environment system provides the power and stability required for enterprise computing. This in combination with Amdahl's Worldwide Customer Support Center's proven expertise, and the superior serviceability, creates and delivers world-class, mission-critical support offerings. To assist you in sustaining this power and stability at an appropriate level, Amdahl Customer Support offers the following support choices: Premium or Basic.

Select options on each service level are combined to offer you convenient and simplified one page `Basic Plus, or Premium Plus' service agreements.

Experienced and reliable support individually tailored to your operation

The Amdahl support structure allows you to choose the level of response, availability, and security appropriate to your operational objectives and to your mission-critical computing environments. Our service is based on Amdahl's proven track-record for customer support, providing:

Single Amdahl point of contact from first call to problem resolution.
Customer-defined call priority levels.
Live telephone transfer to experienced technical service representatives for urgent problems.
Amdahl's proactive philosophy resulting in the highest levels of end-user systems availability.
Up-to-date education, training and consulting.
Start-up service that is designed to include complete installation of hardware, software, installation planning, system assurance, and initial training of designated system administrators and operators.

With an Amdahl service agreement you and your organization will be supported by a highly responsive service team dedicated to providing professional and reliable problem resolution and analysis.

Premium service

If you operate complex and mission critical computing environments and need to absolutely minimize system disruptions, Amdahl recommends the all-encompassing PREMIUM service level, covering your operation up to 24 hours a day, 7 days a week, 365 days a year, through Amdahl's Worldwide Customer Support Center.

Amdahl Support Level Choices

Support Features Premium Basic

Telephone Assistance 8 AM to 8 PM local time, YES

Monday - Friday YES Option

7 x 24 x 365(1)

Telephone Reponse Time to Customer Priority Sev 1 Urgent Live Transfer Live Transfer Sev 2 Serious 2 hours max 2 hours max Sev 3 Non-critical 4 hours 4 hours

On-Site Response(2) 8 AM to 5 PM local time YES Monday - Friday 8 AM to 8 PM local time N/A N/A Monday - Friday

7 x 24 x 365(1) YES Option

On-site Reponse time to Customer Priority Sev 1 Urgent 2 hours max(3) 4 hours Sev 2 Serious 4 hours next business day Sev 3 Non-critical customer customer convenience convenience 2 Hour On-site Response(3) YES Option

Negotiated Uptime Option NO Availability Guarantee(4)

Solaris Patches, Releases and Enhancements YES YES

SunSolve License(5) YES YES

Personal Technical Account Support(6) YES Option

On-Site Technical Support Review (6) Quarterly Option/Semi Annual

Annual Technical Support Plan (6) YES Option

Coaching and Training(7) 15 days/year Option

Designated Contacts per Site(8) 3 3

Additional Contacts per Site(8) Option Option

Dedicated On-Site Support(9) Option Option

On-Site Part (FRU) replacement YES YES

"Hot Swap" Parts Replacement YES YES

Remote Dial-In Analysis/Equipment(10) YES YES

Support Options: Comments and Definitions

Footnote Numbers Comments

(1) This 7x24x365 service is the only service
level to include coverage during local
holidays. Support personnel are
dispatched by Amdahl 24 hours per day, 7
days per week. This uplift option is
available for Basic service, and is
standard for Premium service.

(2) On-site response commitment by a service
engineer is within the contracted service
hours. Amdahl will make every effort to
include parts availability in the on-site
response commitment.

(3) Two hour on-site response for Sev. 1

priorities is offered for sites within a

fifty (50) mile (80 km) radius of an

Amdahl-authorized service operation.

This response can be negotiated

individually for sites beyond a fifty

(50) mile (80 km) radius dependent on

regional Amdahl service provider

capabilities. This uplift option is

available for Basic service, and is

standard for Premium service.

(4) Application uptime excludes maintenance,

scheduled and operator-induced downtime.

If negotiated guarantee is not met,

Amdahl will refund the applicable monthly

maintenance fee.

(5) Amdahl will provide the customer via

SunSolve with access to an extensive

database of the latest support solutions

and other useful information, both by a

quarterly CD-ROM and by a nightly updated

on-line version which can be downloaded.

(6) This option provides for an annual

support plan as well as semi-annual or

quarterly on-site technical support

reviews. Support reviews discuss product

support and service issues during the

previous period as well as problem

resolution and/or action plans.

(7) Coaching and Training time can be used

for scheduled Amdahl and/or Sun (TM)training

seminars as well as for on-site coaching

sessions which can be customized to your

requirements. This uplift option is

available for Basic service, and is

standard for Premium service.

(8) Designated by site and authorized to call

incremental per person per month fee, you

can add additional names to this list.

This option is available to both service

offerings. Premium service customers can

uplift to an unlimited amount of

contacts.

(9) For maintaining, diagnosing and servicing

equipment covered under an Amdahl service

agreement. Dedicated on-site support

requires an agreed-upon statement of work

with a monthly minimum of ten (10) eight

(8) hour daily shifts.

(10) Telephone line access capabilities must

be provided by the customer, for Amdahl

support engineers to dial in and examine

the system and expedite problem

resolution.

Basic Service

For operations with less stringent support requirements or needing appropriate coverage only during regular weekday operating hours, Amdahl recommends the BASIC service level.

Custom software service

For customers without a hardware service agreement, including self-maintenance customers, who require Amdahl software support, Amdahl offers a Custom Software Service option that includes the following:

* Around-the-clock software telephone support (24x7x365).

* SunSolve license.

* A personal Technical Account Representative and periodic on-site support reviews.

* Solaris patches, releases and enhancements.

Warranty service

Hardware is normally warranted for one year, with next business day response for "Urgent" problem. On-site coverage is 8 AM to 5 PM local time, Monday through Friday, excluding local holidays. Software is normally warranted for ninety (90) days, and provides for available patches, enhancements and fixes. Telephone assistance for both hardware and software is available 8 AM to 8 PM local time, Monday through Friday, excluding local holidays. Warranty services is NOT available after expiration of warranty period.

Additional services

Please contact your local Amdahl sales representative to discuss how Amdahl can assist you in setting up, installing and configuring the AS6400E to improve performance in your operating environment. In addition, specialists in Amdahl's Business Solutions Group (BSG)can provide extensive re-engineering and other consulting services to increase your competitiveness through information technology.

Amdahl is a registered trademark of Amdahl Corporation. SPARCsummit is a trademark of SPARC International, Inc. and licensed exclusively to Amdahl Corporation. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. SPARC is a registered trademark of SPARC International, Inc. UNIX is a registered trademark in the U.S. and other countries, licensed exclusively through X/Open Company Limited. Solaris and Sun are trademarks of Sun Microsystems, Inc. All other trademarks are the property of their respective owners.