Deltapath Maintenance Programs

COVERAGE ELEMENT
PROGRAM
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

Coverage Elements

COVERAGE ELEMENT
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

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.
* Limited to selected geographical regions.

** For more details, please check with Deltapath Professional Services team.