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This offer is structured in four different levels according to customers' needs:
Bronze level is a base repair service at a very attractive price. Bronze level service is to be offered in very
competitive situations only, when the price has a significant impact on the client's decision.
It is also used to calculate Total Cost Of Ownership as reference to Market Benchmark.
Silver Level addresses clients who want to have a full support of the complete system, with fast response
time, at a competitive price. These Services are priced at the same level as the global Market price and correspond to most of the Customers requirements. They must be systematically proposed.
Gold Level is a very high quality services for systems which run critical applications, including business
software support, based on permanent prevention and super fast response times.
Platinum Level is a fully customized service tailored to the specific enterprise need, for clients who run
business critical applications and require very high level Systems availability.
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Calls taking and qualification
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BRONZE
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SILVER
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GOLD
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PLATINUM
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Unlimited Call receipt
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7x24
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7x24
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7x24
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7x24
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HW Telephone assistance
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Local PPM
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Local PPM
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12h M-F
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7x24
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Phone assistance extension
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-
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Option
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Option
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Yes
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Call back by an expert
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4h
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2h
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1h
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0,5h
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Remote maintenance/ diagnostic
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Option
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Yes
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Yes
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Yes
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Technical information by Web
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Yes
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Yes
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Yes
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Yes
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Personalized call handling
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-
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On request
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On request
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Yes
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On-site intervention
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|
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On site intervention period
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Local PPM
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Local PPM
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12h M-F
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7x24
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On-site coverage extension
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-
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Option
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Option
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Yes
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On-site response Time - Blocking problems
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NBD*
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4h
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2h
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Customised
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- Non blocking problems
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NBD*
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8h
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4h
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Customised
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Hardware repair and parts
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Yes
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Yes
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Yes
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Yes
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Field Change Orders (FCO)
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Yes
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Yes
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Yes
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Yes
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Fixed repair time
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-
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-
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8h
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Customised
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Guaranteed Uptime
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-
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-
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-
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Yes
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Preventive Services
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Sys & NW permanent monitoring
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-
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-
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Yes
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Yes
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Site performance review meeting
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-
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-
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Yes
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Yes
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System health check (2/y)
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-
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-
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Option
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Customised
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Config mgt and system topology
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-
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-
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-
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Yes
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Named account responsible
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-
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-
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On request
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Yes
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Software support
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Hot line access
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9-30…18-30
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9-30…18-30
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9-30…18-30
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Customised
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Bull access via the WEB w/PTF
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Yes
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Yes
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Yes
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Yes
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Escalation problem resolution
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Yes
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Yes
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Yes
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Yes
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Phone assistance to SW instal.
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Yes
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Yes
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Yes
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Yes
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Work-around solutions
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-
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Yes
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Yes
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Yes
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On-site help for critical pb
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-
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Yes
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Yes
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Yes
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Delivery of software fix.
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Yes
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Yes
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Yes
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Yes
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Selective Patches Distribution
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-
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-
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-
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Yes
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How to use consultancy
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-
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Option
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Option
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Yes
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* NBD= Next Business Day
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WARRANTY CONDITIONS
All Escala systems benefit from 1 year warranty on parts under the following conditions :
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labor and spare parts: provided free of charge
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Unlimited calls receipt
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Phone support: 9AM - 5PM Monday - Friday
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On-site intervention: 5 working days (HW + labor)
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Field Change Orders (FCO)
Warranty does not cover software.
Warranty services are provided upon verification of the warranty eligibility.
Warranty services are provided only if all components are included in Bull catalog, or validated by Bull.
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