Datasheet

Data Sheet FUJITSU Support Pack Hardware
Page 3 of 5
http://www.fujitsu.com/fts/services/support/
Work can be stopped for a time if additional parts or resources are
required, but is restarted as soon as they are available.
 Recovery time
The recovery time is the period between call acceptance and the time
when a service engineer normally recovers the operational readiness of
the hardware that has been identified as faulty. The measurement of
the recovery time is interrupted outside the agreed service time.
The recovery time does not include the time required to recover data
and/or install the software, operating system or corresponding updates
and/or the recovery of customer-specific configuration.
HARD DISK RETENTION
This option of the Fujitsu Support Pack Hardware is designed for
customers who - in a service situation - do not wish to hand over data
media (hard disk drives or SSDs) with confidential data to Fujitsu or the
commissioned authorized service partner. Customers, who purchase
this Fujitsu Support Pack Hardware option, are allowed to retain faulty
hard disk drives that are authorized for service: In this situation,
Fujitsu, in contrast to other specifications in this document, does not
insist on its ownership right for faulty hard disk drives when supplying
a replacement drive.
The customer retains sole responsibility for protecting confidential data
saved on faulty hard disk drive.
REMOTE SERVICE
As part of the Support Services Fujitsu provides reliable remote access
functions which support fast and efficient fault diagnosis and, if
necessary, eliminate errors. Remote access to a customer system is
only carried out with the customer's approval which can be granted
generally or on a case-by-case basis; it usually requires Internet access.
PREREQUISITES
The following prerequisites apply for the service contract. Should one
or more of the prerequisites not be met, the services described can
only be provided in a restricted manner or possibly not at all.
 Remote access
A defined recovery time in the context of Fujitsu Support Pack
Hardware is based on the assumption that remote access is available
for Fujitsu. If the customers does not wish to provide any remote
access or this cannot be configured for some other reason, the
contractually agreed service levels cannot always be met in all
situations.
 Feasibility check
A feasibility check is carried out by Fujitsu before a Fujitsu
Support Pack with defined recovery times is signed. As a result of this
check Fujitsu is - where applicable - to make proposals for changes to
the user’s environment, unless all prerequisites for adhering to the
recovery times are met. These proposals are made in writing.
The Fujitsu service obligation only exists when the feasibility check
has been successfully completed and when all of the above
prerequisites have been met.
 System changes
The Fujitsu Support Pack Services can only be provided if the customer
provides Fujitsu immediately and in writing details of all the
modifications to the service-authorized hardware product (e. g.
configuration changes, such as additive components, changing the IP,
LAN, SAN, NAS configuration, etc.). In the event of any extension, the
same service option must be agreed as the one in the existing
contract.
LEGAL INFORMATION / GENERAL TERMS AND CONDITIONS
The product, delivery and service features described above include a
final list of the features of the subject of the contract and do not
represent a guaranteed quality or declaration thereof in the eyes of
the law.
In addition to this data sheet, the following general business terms
and conditions of Fujitsu Technology Solutions apply:
 "General terms and conditions for hardware and software
support services of Fujitsu Technology Solutions GmbH"
 "Supplemental terms for Fujitsu Support Packs“