Datasheet

E
N
H
A
N
C
E
R
E
S
P
O
N
D
I
N
N
O
V
A
T
E
Every IT purchasing decision must maximize
your technology investment and improve
system uptime.
NComputing Support and Subscription (SnS) programs
are designed to give you the resources you need, when
you need them and to provide exceptional on-going
value driven by our relentless commitment to customer
satisfaction.
Our SnS oerings enable:
• Upgrade Benets: Ongoing access to software upgrades,
including major and minor releases and updates
• Enhanced Response Times: Dened service levels for time-to-respond
based on severity of incident
• Unlimited support tickets: Predictable, xed budget for support throughout subscription term
• Cost management: Multi-year plans enable you to obtain an additional discount and lock in a price
• Operational Eciency: No need for purchase negotiations and contracts for software upgrades
NComputing Software Support
vSpace Basic Support is included for 1 year with the purchase of all NComputing products. There
are two additional SnS products available for vSpace Server and vSpace Management Center to
accommodate your business needs:
• vSpace Standard SnS: Provides access to software upgrades and unlimited email or phone support
during local business hours
• vSpace Premium SnS: Designed for customers with complex environments requiring regular
software upgrades, enhanced response times, and 24x7 support access
Support and Subscription
(SnS) Programs
SnS Support entitlements
Standard and Premium Support
entitlement seats based on yearly
subscription per licensed concurrent
connection to vSpace Server
Standard and Premium Support
entitlement seats based on yearly
subscription per concurrent
connection managed by vSpace
Management Center (any mix of L300,
M300, or N-series devices)
SOFTWARE SUPPORT BASIC SUPPORT STANDARD SNS PREMIUM SNS
24 X 7 WEB SELF-SERVICE
• • •
SOFTWARE UPDATES
Updates, such as 7.0.1 to 7.0.2
• • •
SUBSCRIPTION ADVANTAGE
Minor upgrades, such as 7.0 to 7.1
Major upgrades, such as 7.3 to 8.0
–
• •
TECHNICAL ASSISTANCE CENTER
Phone, Web and Email
10 incidents Unlimited incidents Unlimited incidents
HOURS OF SUPPORT
See www.ncomputing.com/support
for local business hours by region
Business hours Business hours 365x24x7 for Severity 1
RESPONSE BY SEVERITY LEVEL
Initial response times during business
hours, unless otherwise specied:
Severity 1 (critical) to 4 (non-critical)
S1: 8 hours
S2: Next business day
S3: 2 business days
S4: 3 business days
S1: 4 hours
S2: 8 hours
S3: 24 hours
S4: 36 hours
S1: 30 minutes 24x7
S2: 1 hour
S3: 4 hours
S4: 8 hours
TECHNICAL CONSULTATION
By phone; scheduled upon request
– –
4 per year
(12 hours max total)
PRICING MODEL Included with initial
product purchase
Per CCU pricing* Per CCU pricing*
LENGTH OF TERM Expires in 1 year 1-to-5 year options 1-to-5 year options
SNS SEVERITY LEVEL DEFINITIONS
SEVERITY 1
All user sessions down, no user
connections. No workaround available.
SEVERITY 2
Some sessions are down, limited user
connections. No workaround is available.
SEVERITY 3
User sessions are degraded. Productivity
impact to business operations.
SEVERITY 4
General installation, upgrade,
compatibility or conguration assistance;
general product inquiry.
* must be purchased for all CCUs