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Deltapath Maintenance Programs

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PROGRAMS
COVERAGE ELEMENTS Ultimate Protection Plus Ultimate Protection Care Select Plus Care Select Care
A. Emergency Onsite Support 4 business hours 4 business hours NA NA NA
B. Remote Technical Support & Maintenance 24 x 7 8 x 5 24 x 7 8 x 5 8 x 5
C. Remote Consultancy 8 x 5 8 x 5 8 x 5 8 x 5 NA
D. Remote Administration 8 x 5 8 x 5 8 x 5 8 x 5 NA
E. Software Upgrades 18 x 5 18 x 5 18 x 5 18 x 5 8 x 5
F. Hardware Advance Replacement 8 x 5 x 4 8 x 5 x 4 8 x 5 x NBD 8 x 5 x NBD NA
G. Power Surge Protection 8 x 5 x NBD 8 x 5 x NBD 8 x 5 x NBD 8 x 5 x NBD 8 x 5 x NBD
H. System Monitoring 24 x 7 24 x 7 24 x 7 24 x 7 24 x 7
I. Proactive Alarm Resolution 8 x 5 8 x 5 8 x 5 8 x 5 8 x 5


Note: NBD stands for Next Business Day.

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COVERAGE ELEMENTS DESCRIPTION
A. Emergency Onsite Support If a fault cannot be resolved remotely, Deltapath will dispatch a field engineer to troubleshoot the issue on site.
* Limited to selected geographical regions.
B. Remote Technical Support & Maintenance Troubleshoot and resolve product related problems. No limit.
* Support services outside local 8 x 5 Coverage Hours will be provided in English.
C. Remote Consultancy Provide general usability or software application specific questions, and isolate technical problems resulted in configuration error. Shared pool (Remote Consultancy & Remote Administration) of 10 service requests per site per year (30 minutes per service request).
D. Remote Administration Shared pool (Remote Consultancy & Remote Administration) of 10 service requests per site per year (30 minutes per service request). Perform Adds/Moves/Changes administrative tasks per customer’s request.
E. Software Upgrades Deltapath managed software and firmware upgrades. Upgrade planning, implementation, and post-upgrade testing.
F. Hardware Advance Replacement No limit. Receive replacement hardware in advance in the event of a hardware failure deemed defective by Deltapath.
G. Power Surge Protection Customer with qualifying electrical and telephone circuit protector installed will be covered for hardware damages by any lighting or power surge.
H. System Monitoring Automatic system events and alarms collection and notification to Customer designated e-mail address(es).
I. Proactive Alarm Resolution Analyze and resolve system-generated alarms.

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COVERAGE HOURS DESCRIPTION
8 x 5 UTC -8 Monday to Friday 09:00 to 18:00, excluding US national holidays.
UTC +8 Monday to Friday 09:00 to 18:00, excluding Hong Kong public holidays.
UTC +9 Monday to Friday 09:00 to 18:00, excluding Japan national holidays.
18 x 5 ** UTC Monday 01:00 to 10:00; 16:00 to 23:59
Tuesday to Friday 00:00 to 10:00; 16:00 to 23:59
Saturday 00:00 to 01:00
24 x 7 UTC Monday to Sunday 00:00 to 23:59
NBD Ship out or make parts available for collection on the Next Business Day (NBD).
* Limited to selected geographical regions.


* For more details, please check with Deltapath Professional Services team.
** Excluding US & Japan national holidays and Hong Kong public holidays.

hONG KONG
ANYWHERE NUMBER

Make and Receive Calls To/From
Hong Kong No Matter Where You Are
FOR EXPATS
FOR LOCALS (Traditional Chinese)