Annual Maintenance Contracts

Support Item

Number of TAMs
Location of TAMs
Initial Planning Session
Scheduled Status Meetings
Live Technical Support (Real Time access to TAM)
Service Level Penalty
Spare Replacement
Maintenance Visit
Advance Hardware Replacement
Firmware Upgrade & OS Support**
Applications Support**
Onsite Assistance
Response Time-Remote
Response Time-Onsite
Resolution Time
Authorised Contacts
Additional Contacts

Standard

NA - Service DeskNumber of TAMs
NA Location of TAMs
NAInitial Planning Session
NAScheduled Status Meetings
NALive Technical Support
NAService Level Penalty
YesSpare Replacement
NAMaintenance Visit
NAAdvance Hardware Replacement
NAFirmware Upgrade & OS Support
NAApplications Support
YesOnsite Assistance
Best effort*Response Time-Remote
NBResponse Time-Onsite
Depends on Spare AvailabilityResolution Time
NAAuthorised Contacts
NAAdditional Contacts

Silver

NA - Service DeskNumber of TAMs
NA Location of TAMs
NAInitial Planning Session
Half yearlyScheduled Status Meetings
NALive Technical Support
NAService Level Penalty
YesSpare Replacement
QuarterlyMaintenance Visit
NAAdvance Hardware Replacement
Basic OS SupportFirmware Upgrade & OS Support
NAApplications Support
YesOnsite Assistance
4/6 hoursResponse Time-Remote
NBResponse Time-Onsite
2-3 daysResolution Time
SharedAuthorised Contacts
NAAdditional Contacts

Gold

SharedNumber of TAMs
Dubai Location of TAMs
By MailInitial Planning Session
QuarterlyScheduled Status Meetings
6x12Live Technical Support
5% maxService Level Penalty
YesSpare Replacement
Every Two MonthsMaintenance Visit
YesAdvance Hardware Replacement
YesFirmware Upgrade & OS Support
YesApplications Support
YesOnsite Assistance
2 hoursResponse Time-Remote
Same dayResponse Time-Onsite
NBResolution Time
DedicatedAuthorised Contacts
SharedAdditional Contacts

Platinum

Dedicated with backupNumber of TAMs
Dubai / Abu Dhabi Location of TAMs
On-SiteInitial Planning Session
MonthlyScheduled Status Meetings
24x7Live Technical Support
15% maxService Level Penalty
YesSpare Replacement
Every monthMaintenance Visit
YesAdvance Hardware Replacement
YesFirmware Upgrade & OS Support
YesApplications Support
YesOnsite Assistance
30 minutesResponse Time-Remote
4 hourResponse Time-Onsite
Same dayResolution Time
Up to 2***Authorised Contacts
Up to 2Additional Contacts

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