network infrastructure support service pack

D E T A I L E D S E R V I C E D E S C R I P T I O N

Alcatel-Lucent Enterprise Services Ref. 3KF10232MKTOSPZZA Ed.11

Alcatel-Lucent Support Services Network Infrastructure Support Service Pack APAC EMEA LATAM

This document was created for information purposes only; therefore

it has no contractual value. For contractual terms, please refer to

your Alcatel-Lucent Enterprise Distributorship Agreement.

Detailed Service Description Ref. 3KF10232MKTOSPZZA Ed.11 /10

Table of Contents

A b s t r a c t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

S u p p o r t S e r v i c e P a c k d e s c r i p t i o n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

S e r v i c e F e e s p e r S e r v i c e C a t e g o r y . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Note: ............................................................................................................................. 6

Note on Transceivers: ................................................................................................... 6

S u p p o r t S e r v i c e P a c k r e n e w a l . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Renewal after three years ............................................................................................ 7

On Demand Support ..................................................................................................... 8

S u p p o r t L i f e c y c l e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

S u p p o r t a t E n d o f S a l e s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Note: End of Sales products availability ....................................................................... 8

E n d o f S a l e s p o l i c y . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

H a r d w a r e L i f e t i m e W a r r a n t y ( H L W ) s e r v i c e . . . . . . . . . . . . . . . . . . . . . . . 9

S o f t w a r e L i m i t e d L i f e t i m e S u p p o r t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

F u r t h e r i n f o r m a t i o n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 0


Abstract This document describes the Alcatel-Lucent Enterprise/Network Infrastructure Support

Service Pack scheme for Europe, Africa and Middle-East, Asia-Pacific and Latin America

countries (excluding North America).

In the part “Support Service Pack description”, you will find details from the Alcatel-Lucent

Enterprise Distributorship agreement as far as the service contract is concerned, a table

summarizing the type of service orderable for each category of product and the matching

percentage of service fees to apply.

The next part “Support Service Pack renewal” develops renewal service fees procedure for expired

contracts, what happens with Time and Material in case of no renewal.

The last part is focusing on the Support Lifecycle, End of sales policies completed with specific

sections relative Hardware Lifetime Warranty services applicable to the stackable product lines.


Support Service Pack description

Extract from the Distributorship agreement:

For the Level 3 Support provided by Alcatel-Lucent Enterprise hereunder for a three (3) year term

following invoice, Business Partner agrees to pay to Alcatel-Lucent Enterprise fees calculated as a

percentage of the Net Value of each Contractual Product as detailed here below. Such amount shall

be invoiced concurrently with the invoice for the purchase price of the Contractual Product.

At the end of the 3 year period, it is the responsibility of the Business Partner to contact Alcatel-

Lucent Enterprise to renew the service fee. In case the Business Partner does not renew service

fees, concerned products will no longer be supported by Alcatel-Lucent Enterprise. Upon request of

the Business Partner, Alcatel-Lucent Enterprise will make a proposal to renew Level 3 service fees

for additional year(s).”

Those initial fees are invoiced upfront with the product purchase. It is possible to order more than

3 years default Service Pack up front when ordering products (see page 5). For any inquiry related

to services fees, please contact the Alcatel-Lucent Support Center at:

[email protected]

The table in page 4 describes the service fees per Service Category and per type of hardware

support services (RTF or AVR).

mailto:[email protected]


Service Fees per Service Category Table 1 – Services Fees per Category and Type of Service

(1) Service Category 8 (RTF) - 0% service fee: faulty parts will be shipped in five (5) business days at reception of order with refurbished product.

Service Category

Service Description Typical products

Service Fees Return To Factory

(RTF)

Advanced Replaceme

nt (AVR)

8

Hardware Lifetime Warranty service as described in further section

Software Limited lifetime support as described in further section

OmniSwitch 6250 0% (1) 0,5%

7

Hardware Support Services AVR or RTF Level 3 Technical Support to appropriately

certified personnel Web and phone access to support services Remote diagnostics

10% 12%

6

Hardware Support Services RTF or AVR Level 3 Technical Support to appropriately

certified personnel Web and phone access to support services Remote diagnostics Application software Maintenance Releases and

Minor Releases

Alcatel-Lucent MPLS 7750, 7450, 7710, 7705 and 5620

Alcatel-Lucent 8950 AAA

20% (2) 22% (2)

5

Level 3 Technical Support to appropriately certified personnel

Web and phone access to support services Remote diagnostics Application software Maintenance Releases

and Minor Releases

Software Applications (Authentication,

Advanced routing...) Network Management (OmniVista…)

10% 10%

4


certified personnel Web and phone access to support services Remote diagnostics Operating system software Maintenance

Releases, Minor and Major Releases

OmniSwitch 10K OmniSwitch 9x00

OmniSwitch 8800 OmniAccess WLAN

appliances & switches OmniAccess 7x00 OmniAccess 5510

8% 10%

EO

S

3




OmniSwitch 7x00 OmniS/R (OmniS/R-3,-

5,-9) OmniAccess 6xx VPN Brick Firewall OmniAccess Safeguard OmniAccess 3500 NLG

6% 7,5%

EO

S

2

Hardware Support Services described above Level 3 Technical Support to appropriately



OmniSwitch (Omni-3, Omni-5, Omni-

9)

4% 5%

1

Hardware Lifetime Warranty service as described in further section

Hardware Support services RTF or AVR Level 3 Technical Support to appropriately



OmniSwitch 6450, 6850, 6855, 6400

OmniStack 62xx OmniAccess WLAN

(Accessories)

2% 2,5%


(2) Starting from February 2012, the service fees applied to Alcatel-Lucent Enterprise MPLS products have been reduced to 12% for RTF service and 14% for AVR service. To benefit from this reduced service fee, the Business Partner has to log a Special Discount Request (SDR) on the Enterprise Business Portal.

Advanced Replacement (AVR): This service offers to ship the replacement of your faulty

equipment (IP Telephony or Network Infrastructure) within one (1) Business Day from the time

Alcatel-Lucent's Support Center receives your eService Request. Transport time is not included in

the SLA.

Return to Factory (RTF): Repair or replacement of faulty parts (IP Telephony or Network

Infrastructure) within ten (10) Business Days. The lead-time period is counted from reception of

the faulty part at Alcatel-Lucent’s warehouse until the date of the day the part leaves the

warehouse. Transport time is not included in the SLA.

Not Returned Items (NRI): in the case of AVR or DOA (Dead On Arrival) services, faulty

part(s) must be returned to Local Entry Point within twenty-five (25) Business Days following your

reception of the replacement parts from Alcatel-Lucent Enterprise. If such defective part(s) is (are)

not returned to the Local Entry Point within such twenty-five (25) Business Days, Alcatel-Lucent

Enterprise will invoice a “Not Returned Item” at the price listed on the current applicable Hardware

Support Catalog.

Note:

Alcatel-Lucent Enterprise reserves the right to modify the price of its Service Packs. Any change will

be notified by Alcatel-Lucent Enterprise to the Business Partner via an eFlash and will be published

on the Alcatel-Lucent Enterprise Business Portal. In such a case, products purchased by the

Business Partner before the change occurs will go on being supported in the same conditions as the

valid conditions at the time of the purchase.

Note on Transceivers:

Starting February 1st 2012, Alcatel-Lucent Enterprise (A-LE) common transceiver products (SFP) will

be handled as accessories within A-LE Data catalogue. Support Service fees will be removed and

replaced by an on-demand Repair Service provided to the A-LE customers registered by the

Hardware Support department.

This Service offer change does not apply to some specific A-LE MAN SFPs and other optical

connectors which remain currently in their Service Category (Serv. Cat. 06).


Support Service Pack renewal

Renewal after three years The following table gives you the percentages used for Service Pack renewal depending of Service

Category and the duration of the renewal. The percentage of service fees is applied on the WPL

price. You will be required to open an eSR for individual quotation.

Table 2.1 – Services Renewals Rates (RTF)

Table 2.2 - Services Renewals Rates (AVR)

Return To Factory (RTF)

year

Service Category +1y +2y +3y +4y +5y

8 NA NA NA NA NA

7 5% 7,5% 10% 13% 15,5%

6 10% 15% 20% 26% 30%

5 5% 7.5% 10% 13% 15.5%

4 4% 6% 8% 10.5% 12.75%

3 3% 4.5% 6% 7.5% 8.5%

2 2% 3% 4% 5% 6%

1 1% 1.5% 2% 2.5% 3%

Advanced Replacement (AVR)

year

Service Category +1y +2y +3y +4y +5y

8 0.5% 0.75% 1% 1.25% 1.5%

7 6% 9% 12% 15,5% 18%

6 11% 16.5% 22% 28.5% 33%

5 6.25% 7.5% 10% 13% 15.5%

4 5% 7.5% 10% 13% 15.5%

3 3.75% 5.5% 7.5% 9.75% 11.75%

2 2.5% 3.75% 5% 6.5% 7.75%

1 1.25% 1.9% 2.5% 3.25% 3.75%

*Advance Replacement: Repairs for networking infrastructure products are carried out within 1 working day (excluding transport) from time of receipt of the eService Request by Alcatel's Support Center. ** Repair and Return: Repairs are carried out within 21 working days (excluding transport) from reception of the faulty part at Alcatel's warehouse.


On Demand Support If the Business Partner decides not to renew the Service Pack on its installed base (or part of it)

after the initial 3 years period, Support Service Requests (SRs) will be charged at the following

conditions:

Hardware replacement Software upgrade RTF: maximum 37,5% WPL with no Hardware

Support discount AVR: maximum 56,25% WPL with no

Hardware Support discount

Technology upgrade 1000€ per switch

Feature upgrade 500€ per switch

Maintenance upgrade 100€ per switch

Support Lifecycle Alcatel-Lucent provides hardware and software support on its Network Infrastructure products for 3

(three) years according to the RTF or AVR service contract chosen at the initial date of purchase.

After the first period of 3 years, service contracts can be renewed on a yearly basis. After product

End of Sales (EoS), Alcatel-Lucent commits to providing support according to the following:

Support at End of Sales The product is hardware and software supported for a limited period of time defined by the

following policy:

Hardware support for up to five (5) years after product End of Sales (EoS)

announcement as long as AVR or RTF service contract are renewed

No new minor or major software releases will be made available for a product

once it is announced as EoS

Software support for an EoS product continues until the later of the following:

Two years from the date of last software release for this EoS product (two (2) years

window starts on date of EoS announcement).

The expiration of the term of any valid software support agreements with current

customers of the EoS product. The support is then limited to those customers.

Upon the expiration of such period, Alcatel-Lucent will no longer provide software

support.

Note: End of Sales products availability

Please note that availability of EoS products cannot be guaranteed. Appropriate forecasts are

required. Bundles and upgrades that have been discontinued cannot be ordered any longer.


End of Sales policy A six month EOS notice (End of Sales announcement) is given prior to discontinuation of a product

by eFlash and in the Price List discontinued. A discontinued product is also referred to as EoS (End

of Sales).

Hardware Lifetime Warranty (HLW) service This Hardware Lifetime Warranty support service concerns Alcatel-Lucent OmniSwitch 6XXX series

(refer to eFlash EF_Service_053_EN_130911 for information on process). Since February 2012, it

covers the Hardware part of the following Products:

OmniSwitch 6250, OmniSwitch 6400, OmniSwitch 6450, OmniSwitch 6800 OmniSwitch 6850, OmniSwitch 6850E, OmniSwitch 6855, OmniSwitch 6900 Some Aruba wireless access points such as OAW –RAP5, OAW-AP92, OAW-AP93/IAP93,

OAS-IAP105

including Alcatel-Lucent branded power supplies for the above Products. It may evolve with A-LE

new products commercial releases.

The Hardware Lifetime Warranty is a repair service offered to the end customer directly by Alcatel-

Lucent, on a Return-To-Factory (RTF) basis, on the hardware part of the product.

The Hardware Lifetime Warranty will benefit only to the initial end customer owner of the product

up to five (5) years after such product end-of-sales has been declared by Alcatel-Lucent. The end

customer will support the inbound transportation costs (DAP ICC INCOTERMS 2010) to the

designated Alcatel-Lucent Entry Point. Alcatel-Lucent will support the repair and return

transportation costs to the end customer designated point. Alcatel-Lucent will repair the hardware

part of the returned product within ten (10) days on a commercially reasonable effort basis.

Note: Hardware Lifetime Warranty does not cover transceivers and other products.

Software Limited Lifetime Support This service applies to Alcatel-Lucent OmniSwitch 6250 series (Service Category 8). Limited to the

original product owner or/and registered end-user, this service will be provided for up to two (2)

years after product End of Sales (EoS) announcement.


This service includes:

Level 3 technical support to appropriately certified personnel

Web and phone access to Support Services

Remote diagnosis

Operating system software Maintenance, Minor and Major releases

Further information

Please visit our Enterprise Business Portal at https://businessportal.alcatel-lucent.com

For any question about the Support Services offer, contact the Support Services team by email to:

[email protected]

Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright © 2012 Alcatel-Lucent. All rights reserved. April 2012

www.alcatel-lucent.com

https://businessportal.alcatel-lucent.com/

network infrastructure support service pack

Documents