Customer Replaceable Units

The ClusterVision support program comes with several different levels of CRU support. Depending on your exact needs and wishes the table below may help you choosing the best fit for your solution.

Customer and ClusterVision Obligations	CRU Level 1	CRU Level 2	CRU Level 3
Apply Hardware Firmware Updates
Apply Software Updates
Replace hard drives (often installed in caddies)
Replace and re-seat memory modules
Replace and re-seat add-on cards
Replace and re-seat power supplies
Replace and re-seat battery units
Replace and re-seat cables
Replace and re-seat complete replacement machines
Replace and re-seat complete replacement devices or units
Provide instruction for ClusterVision support to reproduce the problem
Keep a CHANGELOG for all hardware and software modifications

= Customer.
= ClusterVision.

Scope of Support & Warranties

The ClusterVision support & warranty levels are designed to assist you optimally for each type of organization and service level requirement. However, some limitations to the scope of our warranties do exist. ClusterVision will not provide cover for damages caused by the operation of the hardware outside its normal specifications. For example:

Air Conditioning

On ClusterVision and other provided cabinets sufficient airflow is needed to ensure that the hardware or infrastructure remains within the manufacturers design specifications. Airflow within these cabinets is from front to back and (preferably) from bottom to top. Nowadays industry has like ClusterVision mainly standardized on commodity server components for building complex (cluster) architectures. The equipment used in these architectures is often certified to operate within an environment of 15 to 30 degrees Celsius. However to ensure that there is no additional degradation other than its natural lifetime degradation of the equipment over time, we require a front input airflow between 15 to 25 degrees Celsius. The exact same rules and regulations apply to humidity levels where ClusterVision considers a humidity level of 50% to be optimal.

Air Pollution

ClusterVision expects its customers to provide proper data center compatible environments for any provided equipment. These environments are expected to be dust free. ClusterVision cannot accept any responsibility for damages to hardware or any type of provided infrastructure due to excessive dust-accumulation.

Hardware Handling

The following types of hardware handling are not covered by our warranties:

• Hardware that has been damaged due to incorrect handling (e.g. dropped on the floor or any other hard surface.)
• Spilling of liquids or other substances on the hardware.
• Operations of hardware in non dust free environments.
• Moving of complete infrastructure or cabinets of computer equipment if the site integration has been performed by ClusterVision. In this case, the customer needs to notify ClusterVision and agree a procedure.
• Electrical surges. It is the customer’s responsibility to provide the ClusterVision clusters with appropriate and sufficient power.
• Operations of the provided solution outside a sufficiently cooled and a clean environment free of excessive dust with proper humidity levels.

Procedures

Unless explicitly stated in a separate support contract the ClusterVision procedures apply to all aforementioned support packages. When ClusterVision and the customer have agreed upon a deviation of the above support regulations through a separate support contract the customer is obligated to report any support call in with ClusterVision stating the support contract number. Without doing so ClusterVision will apply its default support procedures applicable to the support framework.

Support Procedure

All submissions of support requests, including descriptions of hardware and software faults or incidents should be reported through the ClusterVision Service Portal before 16:00 CE(S)T at: https://service.clustervision.com/ in order to receive a guaranteed response that same business day.

Each incident of hardware/software failure is logged and associated with your project. For each incident a ticket will be created automatically if the fault is reported through the service portal. We will create a ticket for you if the incident is reported by telephone. Each service request receives a unique ticket ID which will be used for all communication regarding the incident. Response times on incidents are usually on the same business day. The ticket is placed in a queue, and dealt with under the particular level of warranty purchased. That is , dealt with immediately or within the next 24 hours. All ClusterVision engineers receive notification of the ticket, and either the first available engineer or the most qualified engineer will deal with the problem promptly. Sometimes more information is required before action can be undertaken, during this time email and telephone contact will be established with the customer. Once it is clear what needs to be done, the following options amongst some others are available:

• Remote login by one of the 1st level engineers to diagnose/fix the software and/or hardware.
• Optionally software and BIOS updates etc are installed by us or send to the customer in order to install.
• A description of how to solve the problem will be sent by email.
• Replacement components are sent to the customer.
• An engineer will come onsite and repair the faulty hardware.

Escalation Procedure

If for any reason a customer feels that the problem is not being given the appropriate attention or priority, the following escalation procedure is in place. The ticket will be given directly to the support supervisor to re-determine the problem. Once the problem is categorized, the ticket will be given to a 2nd level engineer. At this stage you will be notified about the revised problem status (nature / level) by phone or email, the time to solve the issue and the name of the engineer being assigned. Should the problem still exist, the problem will be escalated to our Technical Director, who will contact you directly to consult what the most appropriate course of action will be. Escalation Contacts:

Notes

• Business days are Monday to Friday
• Business hours are from 09:00 - 17:30 local time.
• Onsite response times always exclude time needed for shipping and transport unless stated otherwise.

Document version 1.0.0 - Sept 1st, 2011