SupportServicesDescriptions_4Nov2016.pdf

Support Services Descriptions

EMC Premier Support for the EMC hardware and software listed and described in the requirements document dated 21 Oct 2016 includes the following:

SERVICE FEATURE DESCRIPTION PREMIUM SUPPORT COVERAGE DETAILS

Global Technical Support

Customer may contact EMC by telephone or web interface on a 24x7 basis to report an Equipment or Software problem and provide input for initial assessment of Severity Level*.

EMC provides (i) a response by remote means based on the Severity Level of the problem; or, (ii) when deemed necessary by EMC, Onsite Response as described below.

Included.

Initial response objective, based upon Severity Level with the following time period after receipt of Customer contact:

Severity Level 1: 30 minutes; on a 24x7 basis Severity Level 2: 2 hours; on a 24x7 basis Severity Level 3: 3 local business hours Severity Level 4: 8 local business hours

Onsite Response EMC sends authorized personnel to installation site to work on the problem after EMC has isolated the problem and deemed Onsite Response necessary.

Included for Equipment only.

Initial Onsite Response objective is based on Severity Level, within the following time period after EMC deems Onsite Support is necessary:

Severity Level 1: 4 hours on a 24x7 basis Severity Level 2: Within 12 hours on a 24x7 basis Severity Level 3: Next business day, local business hours Severity Level 4: Next business day, local business hours

Onsite Response does not apply to Software, but may be separately purchased.

Replacement Parts Delivery

EMC provides replacement parts when deemed necessary by EMC. Included.

Replacement part delivery objective is based on Severity Level, within the following time period after EMC deems a replacement part is necessary:

Severity Level 1: 4 hours on a 24x7 basis

Severity Level 2: Within 12 hours on a 24x7 basis Severity Level 3: Next business day, local business hours Severity Level 4: Next business day, local business hours

Local country shipment cut‐off times may impact the same day/next local business day delivery of replacement parts and the related Onsite Response.

Installation of all replacement parts performed by EMC as part of Onsite Response, but Customer has option to perform installation of Customer Replaceable Units (CRUs).

See EMC Product Warranty and Maintenance Table for listing of parts designated as CRUs for specific Equipment.

If EMC installs the replacement part, EMC will arrange for its return to an EMC facility. If Customer installs the CRU, Customer is responsible for returning the replaced CRU to a facility designated by EMC.

Rights to New Releases of Software

EMC provides the rights to new Software Releases as made generally available by EMD.

Included.

Installation of Software Releases

EMC will perform the installation of new Software Releases. Included for Software which EMC determines is Equipment operating environment Software.

Customer will perform the installation of new Software Releases of Software (that is, Software not classified as Equipment operating environment Software), unless otherwise deemed necessary by EMC.

24x7 Remote Monitoring and Repair

Certain EMC products will automatically and independently contact EMC to provide input to assist EMC in problem determination.

EMC will remotely access products if necessary for additional diagnostics and to provide remote support.

24x7 Access to Online Support Tools

Customers who have a properly registered have access on a 24x7 basis to EMC’s web‐based knowledge and self‐help customer support tools via the EMC Online Support site.

Included.

*Severity Levels:

* Severity 1 – Critical: a severe problem preventing customer or workgroup from performing critical business functions.

* Severity 2 – High: the customer or workgroup able to perform job function, but performance of job function degraded or severely limited.

* Severity 3 – Medium: the customer or workgroup performance of job function is largely unaffected.

* Severity 4 – Request: minimal system impact; includes feature requests and other non‐critical questions.

EMC Parts Retention Service for the EMC hardware listed and described in the requirements document dated 21 Oct 2016 includes the following:

EMC Parts Retention Service

EMC Parts retention enables a customer to retain certain defective EMC hardware parts that the customer would otherwise be required to return to EMC under EMC’s warranty and/or Support Option maintenance contract. EMC Parts Retention assists customers who require the ability to retain defective hardware parts for disposal in accordance with the customer’s security and privacy policies.

Parts eligible for this offering are those hardware parts that persistently store customer data, including metadata, as determined by EMC.

The customer is not responsible for returning to EMC a defective hardware part that is covered under a current EMC Parts Retention contract which is replaced as part of EMC’s warranty or maintenance support on the EMC product. A retained hardware part covered by EMC Parts Retention shall become the property of the customer, and the customer is responsible for the security and disposal of the retained hardware part.