Trapeze Networks SNS-SP-103-R-RMTS-PLAN Manuale Utente
9/3/2009
©
2009 Trapeze Networks, a Belden Brand
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3 of 3
Notes
Note 1
Certain countries may have delays in shipping. Advance shipment times may vary based
on quantities. Requests must be received by 1 p.m., local service center time, to be
shipped next business day. Shipments only made during weekdays, excluding local
service center holidays
on quantities. Requests must be received by 1 p.m., local service center time, to be
shipped next business day. Shipments only made during weekdays, excluding local
service center holidays
Note 2
Certain licensed features may not be included.
Note 3
For PSP (Partner Support Program) end-customers - Support hours and response times
are defined by channel partners
are defined by channel partners
Definitions
Software Subscription
Includes major, minor, maintenance software updates (unless treated as a new product
by Trapeze Networks, for which there will be a separate charge)
by Trapeze Networks, for which there will be a separate charge)
Support Portal Access
Includes access to online trouble ticket system, and knowledge base, and product
documentation
documentation
Severity 1
The network is “down” or there is a critical impact to your business operations.
Severity 2
Operational performance of your network is impaired while most business operations
remain functional.
remain functional.
Severity 3
You require information or assistance with installation and configuration. There is no
effect on your business operations.
effect on your business operations.
Severity 4
You require information on product capabilities or operation. There is no effect on
your business operations.
your business operations.
Per-Event Services
Hardware
Replacement
Replacement
Full product list price – For product replacement on products that are out-of-warranty
and have no SafetyNet support contract.
and have no SafetyNet support contract.
On-Site Support
A professional service - Per-hour pricing model, plus travel and expenses
For more information about Trapeze Networks SafetyNet support packages, contact us at
services@trapezenetworks.com