Emerson Network Power Embedded Computing Software Maintenance & Hardware Technical Support Plans

Embedded Computing

Software Maintenance &
Hardware Technical Support Plans

Emerson Network Power delivers quality Software Maintenance and Hardware Technical Support Packages designed to provide the best possible post-sale technical services to ensure the continuous success of your Emerson solution. Our Standard†, Extended and Premium Support Plans are designed to meet your technical needs while protecting your existing investment.

Services	Standard†	Extended	Premium
Maintenance Plans for Emerson bundled Hardware/Software products after general release
1-year term, renewable annually
Technical support via telephone or e-mail during normal business hours* including product information and configuration support
Problem diagnosis including problem isolation, duplication and testing Software maintenance and update services
Hardware product change information
Support database management
Technical questions, limited to product information and configuration support, accepted via telephone 7 days per week, 24 hours per day with associated problem investigation initiated on next business day
Initial on-site product install and integration support
Higher priority initial response, remediation strategy, workaround delivery, and problem closure delivery timeframes
Technical questions and same day commencement of full problem investigation services available via phone 7 days per week, 24 hours per day
Mutually agreed action plans prior to problem debug
Periodic status reports for open problems
Mutually agreed on-site technical support and diagnostic services **
Highest priority and expedited initial response, remediation strategy, workaround delivery, and problem closure target delivery timeframes

PROBLEM–SEVERITY CLASSIFICATIONS:
Critical	Any condition in a product that renders the service or operation of the product wholly unusable or inoperative and is due to nonconformance of the product with its specification or a design defect.
Major	Any condition in a product that interferes with the ability of the product to provide routine service or operation at all times due to nonconformance of the product with its specification or a design defect.
Minor	Any condition in a product that is not a Critical or Major problem, but is a condition that due to nonconformance of the product with its specifications or a design defect.
Informational	The condition or defect has been noted, but does not require priority resolution.

Service Delivery Timeframes	Standard†	Extended	Premium
Initial Response TImeframes (business hours)
Critical	4	2	1
Major	4	2	1
Minor	4	2	1
Informational	No response required	No response required	No response required
Remediation Strategy
Critical	Emergency fix. Commence work within one (1) business day of receiving notification. Continue work until a fix is found which resolves the defect or downgrades the defect to the Minor classification.	Emergency fix. Commence work within four (4) business hours of receiving notification. If such notification is received with less than four hours remaining in the business day or outside of normal business hours, work will commence beginning the next business day. Continue work until a fix is found which resolves the defect or downgrades the defect to the Minor classification.	Emergency fix. Commence work within one (1) hour of mutually agreed action plan. Continue working on the defect until a fix is found which resolves the defect or downgrades the defect to the Minor classification.
Major	Commence work on fixing the defect within three (3) business days of receiving notification. Dedicate resources to provide a fix that resolves the defect or downgrades the defect to the Minor classification.	Commence work on fixing the defect within one (1) business day of receiving notification. Dedicate resources to provide a fix that resolves the defect or downgrades the defect to the Minor classification.	Commence work on fixing the defect within four (4) hours of mutually agreed action plan. Dedicate resources to provide a fix that resolves the defect or downgrades the defect to the Minor classification.
Minor	Resolved in next scheduled release/update of the product or sooner	Resolved in next scheduled release/update of the product or sooner	Resolved in next scheduled release/update of the product or sooner
Informational	Possible future release/update	Possible future release/update	Possible future release/update
Target Delivery Timeframes – Initial Fix/Workaround
Critical	Less than 5 business days***	Less than 3 business days***	Less than 48 hours***
Major	Less than 15 business days***	Less than 10 business days***	Less than 72 hours***
Minor	None. Final resolution in next scheduled release/ update of the product or sooner.	None. Final resolution in next scheduled release/ update of the product or sooner.	None. Final resolution in next scheduled release/ update of the product or sooner.
Informational	None	None	None
Target Delivery Timeframes – Problem Closure
Critical	Less than 30 business days***	Less than 20 business days***	Less than 10 days***
Major	Less than 60 business days***	Less than 40 business days***	Less than 20 days***
Minor	Less than 180 business days***	Less than 120 business days***	Less than 120 days***
Informational	None	None	None

All services and support plans are subject to the terms and conditions detailed in Emerson Network Power’s Software Maintenance and Hardware Technical Support Agreement.
*	Monday–Friday (9AM–5PM) within the time zone of the Emerson support center providing support services, excluding holidays when that support center is closed.
**	Service coverage extends only to actual technical services provided by Emerson and does not include travel expenses for Emerson engineers.
***	Exclusive of wait time for customer response.
†	Optional purchase for SpiderWare, systems, bundled, and customized products. Included at no charge for all other products.