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