EMC LEGATO

TRENDMICRO EMC Legato Maintenance

The EMC Legato Maintenance consists of two parts, those two parts are unconditionally connected to each other.
Part 1: is the Software Update Subscription which entitles the customer to receive minor and major updates of all the modules for which a subscription is active.
Part 2: is software support. This entitles the customer to receive help whenever he runs into trouble with the EMC Legato software.
Legato maintenance is usually taken for one year but multiple years are possible. If new licenses are bought one year of EMC Legato Maintenance is included in the price. Renewal of EMC Legato Maintenance happens from year two on. It needs to be renewed before the second year begins.

We are a certified support center for all EMC Legato software products. This is called ATSP (Authorized Technical Support Partner). In our role of ATSP support center we are entitled to open cases at EMC and to contact directly second level engineers ensuring fast problem solving.

Different Support programs exist depending on the needs of each customer.

Table 1: Support Programs

Features	Platinum	Gold	Silver	Bronze
Coverage	24x7	24x7	8x5	8x5
Call Back	User definable	User definable	User definable	User definable
Priority 1 (Urgent)	2 hours	4 hours	4 hours	8 hours
Priority 2 (Serious)	8 hours*	8 hours*	NBD	NBD
Priority 3 (Not Critical)	NBD*	NBD*	2 days	2 days
Support requests	Unlimited	Unlimited	Unlimited	Unlimited
Live transfer	Yes	Yes	Yes	Yes
Support notification services	Yes	Yes	Yes	Yes
Access to knowledge base	Yes	Yes	Yes	Yes
Updates	Yes	Yes	Yes	Yes
Upgrades, host transfers	Yes	Yes	Yes	Yes
Named Technical Contacts
Minimum	5	5	2	2
Maximum	10	10	5	5
On-site support	Included**	Add-on	Add-on	Add-on
System health check subscription	Included	Add-on	Add-on	Add-on
Price in % of license list price	29%	26%	21%	18%
Software Update Subscription	12%	12%	12%	12%
Support	17%	14%	9%	6%
Minimum yearly Support fee	17.500	12.500	None	None
* Calls must be logged during business hours
** The Source / Amitron engineer decides whether to go on-site or not

Platinum Support

Platinum Support is designed for enterprise customers with heterogeneous environments and business-critical applications where downtime avoidance 24 by 7 is mandatory. Platinum Support is focused on effective utilization of the customer's IT staff and problem avoidance through proactive service delivery. Platinum customers benefit from personalized and proactive management services to prevent problems, minimize risk and improve system performance.

Features include:

• 24 x 7 access to Technical Support Engineers
• First technical response (Severity 1 less than 2 hours)
• Customer-set initial case severity level
• Ten named technical contacts
• Interactive eKnowledgeBase and other self-help resources
• Health-check services and on-site support included
• Access to the newest releases of all products
• See table 1 for a complete overview

Gold Support

Gold Support is designed for data center customers with heterogeneous environments and business-critical applications where downtime avoidance 24 by 7 must be minimized as much as possible. Gold Support is focused on effective utilization of the customer's IT staff and problem avoidance through proactive service delivery. Gold customers benefit from personalized and proactive management services to prevent problems, minimize risk and improve system performance.

Features include:

• 24 x 7 access to Technical Support Engineers
• First technical response (Severity 1 less than 2 hours)
• Customer-set initial case severity level
• Ten named technical contacts
• Interactive eKnowledgeBase and other self-help resources
• Access to the newest releases of all products
• See table 1 for a complete overview

Silver Support

Silver Support is designed for customers with heterogeneous environments and critical applications but where business hours availability of the backup environment is a requirement. Silver Support is focused on effective utilization of the customer's IT staff and problem avoidance through proactive service delivery. Silver customers benefit from personalized and proactive management services to prevent problems, minimize risk and improve system performance.

Features include:

• 8 x 5 access to Technical Support Engineers
• First technical response (Severity 1 less than 4 hours)
• Customer-set initial case severity level
• Two named technical contacts
• Access to the newest releases of all products
• See table 1 for a complete overview

Bronze Support

Bronze Support provides responsive 8 x 5 technical support. Best suited for homogeneous environments with non-business-critical applications and where reactive services are sufficient.

Features include:

• 8 x 5 access to Technical Support Engineers
• First technical response (Severity 1 less than 8 hours)
• Customer-set initial case severity level
• Two named technical contacts
• Access to the newest releases of all products
• See table 1 for a complete overview

Optional Services

Additional named technical contacts

• If the maximum number of named technical contacts is not sufficient additional contacts can be added at a cost of 3.500€ per contact per year.

• The rates for on-site support are explained in table 2

Health check

• This service is available at a cost of 5.000€
  An engineer will spend some time on-site to figure out how the current configuration is done, what the current and potential bottlenecks are and what can be changed and/or added to prevent problems and bottlenecks from happening.

Trend Micro On-Line Support contracten

Door de toenemende complexiteit van de hedendaagse netwerk omgevingen, hebben veel bedrijven niet de benodigde kennis in huis om de geïmplementeerde software/hardware te ondersteunen. Om de continuïteit van uw bedrijfsvoering te optimaliseren, biedt Amitron, in samenwerkingsverband met haar partners, u de mogelijkheid om een telefonisch helpdesk contract af te sluiten voor de technische ondersteuning van uw Trend Micro solutions

Afhankelijk van uw wensen zijn er meerdere telefonische helpdesk support mogelijkheden:

• Basic Support
• Plus Support
• Plus Priority Support

Support contracten worden altijd afgesloten per product. Support ondersteuning is alleen op gangbare product versies die ook door de betreffende leverancier worden ondersteund.

	Basic Support*	Plus Support	Plus Priority Support
Aantal contact personen	2	3	4
Aantal Incidenten per jaar	5	ongelimiteerd	ongelimiteerd
Gegarandeerde Response tijd	Next business day	Next business day	4 kantooruren
Beschikbaarheid helpdesk **	5x8, kantooruren	5x8, kantooruren	5x8, kantooruren
Contract duur	1 jaar	1 jaar	1 jaar
Prijs in % van licentie (excl. BTW)	6%	8%	12%
Minimale jaarlijkse support prijs (excl. BTW)	€ 700,-	€ 1.200,-	€ 1.950,-

* Bij basis Support contract mogen 5 incidenten per product per jaar worden aangemeld. Niet gebruikte incidenten vervallen bij afloop van het contract.
** De helpdesk is alleen bereikbaar tijdens kantooruren (9:00 tot 17:00) en niet tijdens weekenden en op nationale feestdagen.

De looptijd van een helpdeskovereenkomst is 1 jaar. Aan het einde van de contractperiode wordt het Support contract onder dezelfde voorwaarden stilzwijgend verlengd met één jaar, tenzij één der partijen, ten minste twee maanden voor afloop van de lopende termijn, het contract schriftelijk heeft opgezegd.

Naast de aanschaf van een Support contract adviseren wij ook een maintenance contract af te sluiten op de aangeschafte software. Door middel van de software maintenance bent u altijd verzekerd van de laatste software versies, service packs en bug fixes. Een helpdesk contract geeft geen aanspraak op gratis software upgrades.

Support op locatie is niet inbegrepen in de helpdeskovereenkomst, kosten hiervan zullen per uur op basis van nacalculatie worden doorberekend.