H3Care Foundation Service

31-03-2020
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HomeSupportPolicyService and WarrantyTechnical Support Service

1. Overview

H3C ICT Product Support Services offers H3Care CT foundation service and H3Care IT Foundation service that perform continuous and reliable maintenance services based on the Service Level Agreements (SLAs) you choose.

H3Care ICT Foundation services provides maintenance service for customers. With these services, H3C responds to your technical requests for remote troubleshooting and advance hardware replacement in the shortest possible time.

H3Care CT Foundation Service provide flexible service offering portfolio ,which include Onsite service to help you maintain a more efficient and stable network environment and improve network productivity, and the Basic Service is provided as collaborative solution for your IT team or certified H3C partners ,to support them maintain a more efficient and stable network environment and improve network productivity.

The following table shows H3Care CT Foundation service coverage:

Service offerings

H3Care CT Foundation Service

Basic Service

Onsite Service

9X5

NBD-s

10X7xND

24x7x4

9X5

NBD-s

10X7xND

24x7x4

Technical Support Center (TSC) support

(E-mail & Hotline)

24x7

24x7

24x7

24x7

24x7

24x7

Online self-help Support

YES

YES

YES

YES

YES

YES

Advanced Hardware Replacement

9x5xNBD-Ship

10x7xND-Arrive

24x7x4 Hour -Arrive

9x5xNBD-Ship

10x7xND- Arrive

24x7x4 Hour -Arrive

Onsite Support

/

/

/

9x5xNBD

10x7xND- Arrive

24x7x4 Hour -Arrive

Software Support

YES

YES

YES

YES

YES

YES

H3Care IT Foundation Service provide comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure. H3C technical resources provide support and work with your IT team or certified H3C partner to help you resolve hardware and software problems with H3C IT products.

The following table shows H3Care IT Foundation Service coverage:

Service Offerings

H3Care IT Foundation Service

NBD Service

24x7 Service

9x5 NBD on-site

24x7x4 on-site

Technical Support Center (TSC) support (E-mail & Hotline)

9x5

24x7

Online self-help support

YES

YES

Advanced Hardware Replacement

9x5xNBD-Ship

24x7x4 Hour -Arrive

Onsite Support *

9x5 NBD

24x7x4 hour-Arrive

Optional Defective Media RetentionDMR*

YES

YES

Software support

YES

YES

H3Care Software support services 7x24 remote support is provided for some specified H3C Software products .

Notes:

1.The SLA in this document is for reference only. Service contents and response time may vary by country. For detailed information, please contact a H3C authorized partner or your local H3C sales and service representative.

2.Service delivery is based on commercially reasonable efforts. H3C will select a proper service mode based on the actual situation and the committed SLA to resolve your problems in a timely and effective manner.

3.The service start date and end date should be specified in the respective Purchase Order or contract between you and H3C. If no service start date is listed on the PO/contract, it is defined as below:

1)For a new service order sold together with H3C product, the service starts on the 90th day after the product shipment date from H3C;

2)For a renewal service order, the service start date is the day after the end date of warranty or the previous Service.

H3Care service is a H3C branded service that can be sold by H3C or resold by its partners. H3C is responsible for delivering H3Care services to customers or H3C partners.

• H3Care CT Foundation Basic Service only delivers back-end support and spare parts to customer’s IT team or partners, who are responsible for integrating H3Care services into their own service delivering to customers.

• H3Care CT Foundation On-site Service and H3Care IT Foundation Service can be delivered by service engineer of H3C or H3C certified partners who acquire H3C’s service delivery authorization.

2. H3Care Foundation Service Description

2.1 Technical Support Center (TSC) Support

24x7, Customers or partners can access the H3C Technical Support Center (TSC) 24 hours a day, 7 days a week by mail or service hotline, to assist with product use, configuration, troubleshooting issues, and other requests. H3C will respond to customers or partners within 1 hour for Priority 1 calls, 2 hours for Priority 2 calls, NBD for some Priority 3 calls . (Definition of response time: from the time TSC accepts your service request, to the time a technical support engineer first contact you.)

For H3Care IT foundation NBD service , TSC provide 9x5 hotline and email support at local standard business hour ( 9:00-18:00) from Mon to Fri , exclude official public holiday.

TSC provide English hotline support for specified countries, Russian and Japanese support is available during local standard business hours from Mon to Fri exclude official public holiday.

2.2 Online Self-help Support

H3C provides technical and general information on H3C products with product manuals, configuration guides, and network maintenance cases. After obtaining website access permission, a customer or partner can view or download helpful documents and self-support tools, and get latest product information. H3C technical support website http://www.h3c.com/en/Support/

2.3 Advance Hardware Replacement

Advance Hardware Replacement that entitles a customer to receive advance replacement of hardware or spare parts after H3C confirms a spare part is necessary and a Return Material Authorization (RMA) number is generated. The replacement hardware or spare parts may be new or equivalent to new in performance and reliability. If the product is no longer in production or is out of stock, H3C will provide another type of equipment or spare part with performance equal to or better than the original. H3C warrants any replaced product or part for ninety (90) days from shipment, or the remainder of the initial warranty period, whichever is longer.

The customer or partner is responsible for returning the faulty unit to H3C at their own cost.

Advance Hardware Replacement services are subject to geographic and weight restrictions depending upon the customer’s location. H3C shall use commercially reasonable efforts to provide hardware replacement services where available. Actual delivery times may vary depending on customer’s location and transportation conditions. The detailed service level list is below:

9x5xNBD-Ship:

· Replacement parts will ship out from H3C the Next Business Day (NBD), standard business hours a day (Local time), five days a week, excluding local official holidays.

10x7xND Arrive:

· Replacement parts will ship to arrive the Next natural Day provided that an RMA number has been generated before 15:00 (local time). If generated after 15:00 (local time), H3C will ship the replacement part the next natural day. RMA Coverage window extends 1hours on standard business hour.

24x7x4 Arrive

· Replacement parts will arrive within the following time period, based on priority level, after H3C deems a spare part is necessary and an RMA number has been generated.

Priority 1 calls: four (4) hours arrived on a 24x7 basis.

Priority 2 calls: Next Day arrived provided that the RMA number is generated before 15:00 (local time). If generated after 15:00 (local time), H3C will ship the replacement part the next day.

Optional Defective Media Retention

• For eligible products, the defective media retention (DMR) service feature option allows you to retain defective hard disk or eligible SSD/Flash drive components that you do not want to relinquish due to sensitive data contained within the disk (“Disk or SSD/Flash Drive”) covered under this service. All Disk or eligible SSD/Flash Drives on a covered system must participate in the defective media retention.

Attention:

10x7 ND and 24x7x4 are supportive at limited area in different country ,

The response times apply only to sites located within 50 miles (80 km) of an H3C designated support hub. If the site is located more than 50 miles (80 km) from the H3C designated support hub, there may incur an additional logistics charge.

24x7x4, Please check with H3C service representative for delivery capability confirmation first. To commit the 4 hours SLA, a detailed analysis would be required to determine the SLA available for each site by obtaining full post code and address data for each Customer site.

H3C will work with you to schedule an agreed-upon service offerings for the remedial action for your mission critical support need or when your SLA request exceed local standard H3Care Foundation Service , which may incur extra charge.

2.4 Onsite Support

Onsite support is provided for technical hardware issues that cannot, in H3C’s judgment, be resolved remotely.

H3C commit to providing professional support services in person at your location. H3Care Onsite service includes installation of advance replacement parts.

After replacing the hardware, H3C engineers will take the defective equipment back to H3C. If they cannot take the defective equipment away, please return the defective parts to a designated H3C site within 15 business days. If you cannot return the defective equipment, due to data security or other reasons, you can buy H3Care IT Foundation Service options with Defective Media Retention attached.

H3C shall use commercially reasonable efforts to provide the customer with onsite support services where available. The detailed service level list is below:

9x5xNBD:

·H3C or H3C partner (with H3C’s service authorization) engineers arrive at customer site at same business day or the next business day of parts arriving.

For the on-site case need engineer only on-site support per H3C’s judgement, H3C or H3C partner (with H3C’s service authorization) engineers arrive at customer site Next Business Day (NBD) provided that H3C determines that onsite service is required before 15:00 (local time). If after 15:00 (local time), the service will be provided the second business day.

10x7xND Arrive:

·H3C or H3C partner (with H3C’s service authorization) engineers arrive at the site the Next Day provided that H3C determines that onsite service is required before 15:00 (local time). If after 15:00 (local time), the service will be provided the day after the next day.

Onsite 24x7x4 Arrive

H3C engineers arrive at the site within the following time period, based on priority level, after H3C determines that onsite service is required.

Priority 1 calls: four (4) hours on a 24x7 basis.

Priority 2 calls: Next Day provided that H3C determines that onsite service is required before 15:00 (local time). If after 15:00 (local time), the service will be provided the day after the next day.

H3C reserves the right to determine whether onsite support is needed. Onsite service is calculated from the time H3C determines to assign engineers to the time that H3C engineers arrive at the customer site. If your site is not in the H3C service area, H3C will determine a reasonable onsite service time based on actual conditions (for example, transportation) and schedule upon agree with you.

*Attention:

On-site support is supportive at limited area in different countries.

On-site response times apply only to sites located within 50 miles (80 km) of an H3C designated support hub. If the site is located more than 50 miles (80 km) from the H3C designated support hub, there may incur an additional travel charge.

Please check with H3C service representative for delivery confirmation. To commit the 4 hours SLA, a detailed analysis would be required to determine the SLA available for each site by obtaining full post code and address data for each Customer site.

H3C will work with you to schedule an agreed-upon service offerings for the remedial action for your mission critical support need or when your SLA request exceed local standard H3Care Foundation Service , which may incur extra charge.

2.5 Software Support

To keep your software (embedded in or resides on hardware) application up-to-date with the latest software features and system improvements within your licensed feature set, H3C provides software updates that include bug fixes and maintenance, and minor releases. H3C also provides the rights to new software update releases as made generally available by H3C. You will perform the installation of software updates, unless otherwise deemed necessary by H3C.

Besides software updates, you can download the major software upgrades as made generally available by H3C. The service ensures that the application software purchased by you can run in the optimal performance to meet more application scenes and higher demand for service. You will perform the installation of software upgrades, unless otherwise deemed necessary by H3C.

2.6 H3Care Software support services

The Software installation and implementation and 24x7 remote Support service will be provided as individual H3Care Software support services and incur charge on some H3C software product.

3. Customer or Partner Responsibilities

To enable H3C to provide the best possible support and service, you will be required to:

• Provide true, accurate, and complete information, such as contact name, title, address, telephone number, product number, etc.

• Maintain a proper and adequate environment, and use the H3C product in accordance with the instructions provided by H3C.

• Customer is responsible for providing reasonable access to the product through the Internet or via modem to establish a data communication link with the H3C TSC engineer so that problems may be diagnosed and, where possible, corrected remotely.

• Customer or partner is responsible for returning defective parts to a designated H3C site within 15 Business days upon receipt of the replacement parts, and is responsible for parts damaged or lost during shipment. Customer or partner shall remove any confidential, proprietary, or personal information that is stored on the defective unit before it is returned to H3C. In the event the equipment is not returned within this period or returned the equipment do not meet H3C receiving criteria or standard, H3C reserves the right to charge you the then-current list price of the spare parts provided.

• Fill out the fault tag and Service Request Form when you submit an RMA request, then send them to H3C via fax or email. H3C is not responsible for any delay caused by errors such as a lack of information or inaccurate information.

• Keep the packaging (including antistatic and foam packaging) of the returned product unchanged. If the original packaging cannot be used, please ensure that the packaging of the returned product meets transportation requirements and the returned product is transported without any damage.

• Notify H3C within 30 days after moving a piece of equipment included in the equipment list to another location. H3C will start the maintenance of the equipment within 30 days after receiving your notice.

• For on-site service, customers are obligated to provide the following operational assistance:

a) Ensure an appropriate work environment (including heat, light, ventilation, electrical outlet, etc.) and reasonable access for the use of H3C’s service personnel where the product is physically located.

b) Provide Internet or other access capabilities for the purpose of maintenance service. Back up logs, images, and configurations on a regular schedule and provide hardware remedial maintenance information to H3C’s service personnel.

c) Provide ladders that can reach the height of the product if the product is installed above four feet. Please ensure that all products are installed below ten feet.

d) Provide safety and security protection for H3C or its subcontractors’ personnel when they are working at your unmanned sites.

4. Exclusions

H3C shall not have any obligation to provide maintenance in the following circumstances: (a) Accidents caused by force majeure (e.g. fire, flood, earthquake, lightning strike, etc.); (b) Poor service delivery conditions caused by social issues (e.g. social unrest, war, strike, social disharmony, government regulation, etc.); and (c) Failure to deliver services due to interruption of energy supply (e.g. power supply, water supply, oil supply, etc.).

This service does not extend to any damages, malfunctions, or non-conformities caused by (a) Force majeure, such as fire, flood, earthquake, war, etc.; (b) Abnormal physical or electrical stress (power surges, power outages, etc.); abnormal environmental conditions, misuse, negligence, virus infection, or accident; (c) Failure to follow installation, operation, or maintenance instructions supplied by H3C with regard to the product; (d) Software, parts, or supplies not supplied by H3C; (e)Combination, modification or service by anyone without the authorization of H3C or its authorized representatives; and (f) Normal wear due to product use including, but not limited to, product cosmetics and display scratches; (g) Any HD, solid-state drive (SSD), SD cards, and USB Flash, the usage of which has reached its write endurance limit.

The maintenance service does not apply to the following products or components: consumables (cables, earphones, distributors, fuse, Surge protection module, etc.), accessories, structural parts (for example, cabinet structural parts, bracket, frames, shield), The H3Care Software Support service does not apply to hardware products, third-party software, or general operating systems.

The items to which the H3Care services do not apply include, but are not limited to: a) Recovery of general operating systems and other software and data. b) Testing for the operation of applications or other tests required by you. c) Rectification of equipment faults associated with interconnectivity or compatibility. d) Services requested by you because you did not install the software or patches provided by H3C for system recovery, repair, and modification. e) Services requested by you because you did not take the preventive measures recommended by H3C. Services for non-H3C Software installed on any H3C Product.>

5. Limitation of Liability

H3C is not obligated to provide any implicit or explicit business or technical assurance not included in this document. In all cases, H3C shall not assume the responsibility for any direct or indirect financial losses to you caused by the content of this document. The maximum compensation amount claimed by you against H3C for the losses caused by H3C shall not exceed the price paid by you for the product or service.

H3C may take proper measures to protect the security of customer’s information, but H3C shall not be liable for any direct or indirect liabilities incurred when H3C obtains and processes the information during service delivery.

H3C will only access and process related information and data that is needed to locate and resolve problems after obtaining permission from the customer. If the customer grants the service, it indicates that the customer permitted H3C to access and gather the information and data that was needed to locate and resolve problems while providing the service. Consequently, the customer shall guarantee that all the necessary permits and authorizations have been obtained or retained for H3C to provide the service as per the applicable laws, so that H3C does not violate the applicable laws, your privacy policies, or your agreements with users when providing the service.

The customer shall be solely responsible for removal of any confidential, proprietary, or personal information stored on the defective unit before it is returned to H3C and further indemnify, defend, and hold H3C harmless from, against, and in respect of, any and all claims, liabilities, obligations, costs, expenses, penalties, fines, forfeitures, and judgments (at equity or at law) imposed by any governmental authority or claimed by a third party, whenever arising or incurred from, or relating to, any failure to comply with all applicable laws in the transfer or disposal of the above-mentioned information. If the customer returns hardware to H3C, it indicates that customer has made backup copies and removed all above-mentioned information stored in the hardware, and grants H3C the right to transfer it to a H3C repair center in any country for repair.

Annex 1 Priority Level Definition

Priority Level

Definition

Priority 1(P1)

Critical or Severe Business Impact: For example, production environment down: production system or production application down/at severe risk; data corruption/loss or risk; business severely affected; safety and security issues

Priority 2(P2)

Limited Business Impact or Business Risk: For example, critical nonproduction environment or system issue; production environment available but some functions limited or degraded; severely restricted use

Priority3(P3)

No Business Impact: For example, nonproduction system (e.g., test system) or noncritical issue; work around in place, installations

*The services in this file is applied for specified countries which include, Indonesia, Japan ,Kazakhstan, Malaysia , Pakistan, Russia ,Thailand .

The information contained herein is subject to change without notice. The warranties for H3C products are set forth in the H3C warranty policy. Nothing herein should be construed as constituting an additional warranty. H3C shall not be liable for technical or editorial errors or omissions contained herein.