Deltapath Maintenance Programs

  • Overview
  • Coverage Elements
  • Coverage Hours

Programs
Coverage ElementsUltimate Protection PlusUltimate ProtectionCare Select PlusCare SelectCare
A. Emergency Onsite Support4 business hours4 business hoursNANANA
B. Remote Technical Support & Maintenance24 x 78 x 524 x 78 x 58 x 5
C. Remote Consultancy8 x 58 x 58 x 58 x 5NA
D. Remote Administration8 x 58 x 58 x 58 x 5NA
E. Software Upgrades18 x 518 x 518 x 518 x 58 x 5
F. Hardware Advance Replacement8 x 5 x 48 x 5 x 48 x 5 x NBD8 x 5 x NBDNA
G. Power Surge Protection8 x 5 x NBD8 x 5 x NBD8 x 5 x NBD8 x 5 x NBD8 x 5 x NBD
H. System Monitoring24 x 724 x 724 x 724 x 724 x 7
I. Proactive Alarm Resolution8 x 58 x 58 x 58 x 58 x 5


Note: NBD stands for Next Business Day.

Coverage ElementsDescription
A. Emergency Onsite SupportIf 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 & MaintenanceTroubleshoot and resolve product related problems. No limit.
* Support services outside local 8 x 5 Coverage Hours will be provided in English.
C. Remote ConsultancyProvide 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 AdministrationShared 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 UpgradesDeltapath managed software and firmware upgrades. Upgrade planning, implementation, and post-upgrade testing.
F. Hardware Advance ReplacementNo limit. Receive replacement hardware in advance in the event of a hardware failure deemed defective by Deltapath.
G. Power Surge ProtectionCustomer with qualifying electrical and telephone circuit protector installed will be covered for hardware damages by any lighting or power surge.
H. System MonitoringAutomatic system events and alarms collection and notification to Customer designated e-mail address(es).
I. Proactive Alarm ResolutionAnalyze and resolve system-generated alarms.

Coverage HoursDescription
8 x 5UTC -8Monday to Friday09:00 to 18:00, excluding US national holidays.
UTC +8Monday to Friday09:00 to 18:00, excluding Hong Kong public holidays.
UTC +9Monday to Friday09:00 to 18:00, excluding Japan national holidays.
18 x 5 **UTCMonday01:00 to 10:00; 16:00 to 23:59
Tuesday to Friday00:00 to 10:00; 16:00 to 23:59
Saturday00:00 to 01:00
24 x 7UTCMonday to Sunday00:00 to 23:59
NBDShip 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.