Fact Sheet FUJITSU Service Contract for FUJITSU M10 and Oracle SPARC Enterprise Servers

Fact Sheet FUJITSU Service Contract for FUJITSU M10 and Oracle SPARC Enterprise Servers

Maintenance and Support Services for the Server Hardware and the Solaris® Operating System – backed by Oracle® Premier Support Services for Systems

Introduction Contract model With the Fujitsu Service Contract for FUJITSU The Fujitsu Service Contract for FUJITSU M10 M10 and Oracle SPARC Enterprise® Servers and Oracle SPARC Enterprise Servers is a Fujitsu provides maintenance and support for product-related service contract with a fixed the server hardware and the Oracle Solaris service period (usually 12 months) operating system comprising the elimination of supplementing the warranty for the contracted hardware faults by repair or replacement, hardware product. The service period begins, if technical support and software updates. not otherwise agreed, on the exact date when the corresponding hardware product is The contracted support services are delivered delivered to the end customer. The service is for the products listed in the Service Schedule. provided based on a once-only payment to be paid in advance when the Service Contract This data sheet describes the contractually is purchased. relevant terms and conditions for the maintenance and support services. The Fujitsu Service Contract for FUJITSU M10 and Oracle SPARC Enterprise Servers is The use of remote access methods is decisive purchased with the product. Upon expiration of for efficient service delivery and strongly the service contract, the service period can be recommended to achieve service level targets. extended (until the declared end-of-service for the respective product) by purchasing a corresponding follow-on Service Contract for 12 months. Should the service be contracted at a later time, Fujitsu reserves the right to check the serviceability for that product before the start of the contract and, if necessary, will establish such serviceability in agreement with the customer and at the latter’s costs. In this case, for the period from product delivery until the start of the contract an increased service fee will be due.

The same applies for contract renewals that do not extend the service period seamlessly.

System upgrades that are purchased and installed during the service period require an additional, separate Service Contract that will be integrated when it comes to the next renewal of the Service Contract for the server.

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Product range Services not included in the scope of support (exclusions) The following applies to the hardware of the Fujitsu M10-series and The contractually agreed support services do not include the backup or SPARC Enterprise M-series servers with the Fujitsu/Oracle brand and the installation of the application software or the system and user data. The SPARC T- and M-series servers with the Oracle brand and the Solaris regular and full data backup, including application and operating operating system on such servers. system software, is the responsibility of the customer.

Our service offering Remote service Call acceptance As part of Support Services, Fujitsu provides reliable remote access To get in contact with Fujitsu Support please see functions which support fast and efficient fault diagnosis and, if http://solutions.us.fujitsu.com/www/content/support/server_storage_support/ necessary, eliminates errors. Remote access to a customer system is only carried out with the customer’s approval generally on a case-by-case When the call entitlement and pre-clarification phase has been basis; requiring Internet access. successfully concluded and the fault accepted, a reference number is assigned and the fault is then processed according to the defined Measures that may be taken in addition to the support by service level. The measurement of the contracted onsite response or telephone are: recovery times starts with the confirmation of an incident by the Help ■■ Connection via remote support technology Desk. ■■ Fault diagnostics ■ The customer must specify the serial or ID number for the ■ Evaluation of the error or message files device concerned. ■■ Error elimination or workaround (if possible) ■■ Check of software and, if necessary, transfer of patches On-site service ■■ If required, system restart, error diagnostics Depending on severity level, Fujitsu will respond to a fault call or start ■■ If required, system reboot repair of the faulty product within a defined time frame during the contracted service time. Prerequisites The following prerequisites apply for the service contract. Should one or Problem analysis and error elimination more of the prerequisites not be met, the services described can, if If required, a specialist directly liaises with the customer in order to necessary, only be provided in a restricted manner or denied. provide the user with telephone support or, in a problem situation, to carry out diagnostics. Remote access If the customer does not wish to provide any remote access or Analysis of the technical problem may result in error elimination configuration cannot be compliant, the contractually agreed service remotely, if possible and/or if necessary, by a field engineer on-site. If levels may not be met. In this case, the customer might be requested to hardware component failure renders the product inoperable, the faulty support the transfer of diagnostic data or error corrections by other part will be replaced and proper functionality verified. Software problem electronic methods. error correction will be identified and a solution will be proposed, as applicable. System changes Fujitsu Service Contract services can only be provided when the customer Release maintenance: Oracle Solaris upgrades notifies the contractor immediately in writing of all the IT hardware A software upgrade constitutes the enhancement in performance of two modifications (e.g. configuration changes) and when they are included consecutive versions of a software product. On request Oracle Solaris in the existing contract. In case of a HW extension, these extensions upgrades will be provided if they are released for the applicable also require additional coverage by a Service Contract. hardware platform. Legal information / General terms and conditions Access to Oracle’s online resources The product, delivery and service features described above include a Customers can benefit from the outstanding web-based support services final list of the features of the subject of the contract and do not provided by Oracle for their Premier Support Service Customers – My represent a guaranteed quality or declaration thereof in the eyes of Oracle Support: https://support.oracle.com/ the law. ■■ Access to patches and updates ■■ Knowledgebase In addition to this data sheet, the following general business terms and ■■ Product documentation conditions of Fujitsu in the respective local version apply (see http:// solutions.us.fujitsu.com/www/content/support/server_storage_support/):

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General terms and conditions for hardware and software support The supported customer is obliged to comply fully with all relevant services of Fujitsu America, Inc. export laws and regulations of the United States and other applicable In case of a contradiction between the terms and conditions and the export and import laws to assure that the tools or any direct product terms of this data sheet, the terms of this data sheet shall prevail. thereof are not exported, directly or indirectly, in violation of applicable laws. Additional terms The services provided hereunder include the terms and conditions The tools are designed to collect technical information regarding the defined by Oracle in the “Oracle Technical Support Policies” in effect at configuration and the performance of the supported server (collectively, the time the service is ordered. This policy may be accessed at “configuration data”) and forward the configuration data to Oracle. The http://oracle.com/contracts. The policy is subject to change at tools will not access, collect or store any personally identifiable Oracle’s discretion. information (with the exception of a local contact name in case of problems with the transmission of configuration data) or business data Any patches, bug fixes or other updates made available as part of this files. The customer may not modify the tools nor may the customer use service (provided by Fujitsu or accessible at Oracle’s web-based services) the tools to collect data other than the configuration data that the tools will be provided under the terms of the End User Agreement (OLSA) are configured to collect. under which the Server was acquired. Once configuration data is sent to Oracle, it is stored in password- Customers may receive technical support information directly protected repositories under the customer’s support identifier and is from Oracle. used to assist in resolving service requests and other issues with the programs and/or hardware, to provide recommendations regarding Customers are not allowed to create service requests directly with Oracle, configuration and/or deployment of the programs and/or hardware, and neither in their Support System nor by calling Oracle directly. for product and service planning purposes. In addition, because the information provided will be current, it may also be used by Oracle to To the extent permitted by applicable law, the Oracle liability for assist the customer in managing the Oracle product portfolio of the ■ ■ any damages, whether direct, indirect, incidental, special, punitive, customer, for license and services compliance and to enable Oracle to or consequential; and improve upon and/or recommend new product and service offerings to ■■ any loss of profits, revenue, data or data use, arising from the use of the customer. In the event that Fujitsu needs access to the customer’s the technical support services, shall be excluded. configuration data, the customer shall grant Fujitsu access to their CSI via the Oracle support system. In the event that Fujitsu configures the The customer has to comply fully with all relevant export laws and tools to store the configuration data under its CSI then the customer regulations of the United States and other applicable export and import shall give his written consent and acknowledgement that the customer laws to assure that neither the service deliverables, nor any direct will not have access to its configuration data. Oracle will comply with its product thereof, are exported, directly or indirectly, in violation of privacy policy in effect as services are performed, which is available at applicable law. http://www.oracle.com/html/privacy.html.

Oracle is a third party beneficiary of this service agreement between the The customer is obliged to use the tools solely in support of the covered customer and Fujitsu: this shall mean that Oracle has the right to Oracle SPARC Enterprise Server. The right of the customer to use the directly enforce performance of the respective customer’s duties and tools will terminate upon termination or expiration of the related obligations under this support agreement to Fujitsu America, Inc., and service contract. pursuant to such right, may directly sue the customer to enforce any claim for breach of this support agreement by the customer. The rights Oracle is a third party beneficiary of this tools license section in the of Oracle to enforce the obligations of the customer under this support meaning as described above. agreement shall be subject to any defense that the customer may have against Fujitsu. However, Oracle shall not be required to perform any However, Oracle does not assume any obligations hereunder. obligations or incur any liability. Fujitsu does not warrant that the tools are the most recent version(s), Fujitsu may terminate this support agreement with the customer with that the tools are error free, that the tools will work without immediate effect if Oracle terminates its partner agreements with interruption, or that the tools are completely secure. Fujitsu does not Fujitsu for cause. provide any other warranties, whether expressed or implied in law, including the implied warranties of merchantability or fitness for a Tools license particular purpose. Fujitsu may ask and the supported customer can agree to use Oracle Connection Tools. Such tools are designed to support the service delivery process and to improve system availability.

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Service time 24x7 Monday – Sunday including public holidays, 24 hours Remote response time

Severity 1 30 min

Severity 2 and 3 1 hour On-site response time*

Severity 1 4 hours – max. 50 miles from designated Fujitsu service location Next day – greater than 51 miles from designated Fujitsu service location

Severity 2 4 hours – max.50 miles from designated Fujitsu service location

Severity 3 Within one business day – max. 50 miles from designated Fujitsu service location Next business day – greater than 51 miles from designated Fujitsu service location Next business day Recovery time Not granted in general Possibility to agree on a customer/project-specific base for additional fee

* On-site response time is the target time starting from the point in time when Fujitsu determined that onsite support is appropriate to solve the incident.

Severity definitions Severity 1 Severity 2 Complete loss of service. Productive use of the covered hardware system Severe loss of service. Important features are unavailable with no is stopped or severely impacted. The operation is mission-critical to the acceptable workaround, impaired or broken functionality with significant business and the situation is an emergency. A Severity 1 service request impact to applications, and/or frequent application failure but not data has one or more of the following characteristics: loss; however, operations can continue in a restricted fashion. ■■ Data corrupted Severity 3 ■■ A critical documented function is not available Minor loss of service. The impact is an inconvenience, which may require ■ ■ System hangs indefinitely, causing unacceptable or indefinite delays a workaround to restore functionality. for resources or response ■■ System crashes, and crashes repeatedly after restart attempts ■■ System functionality failure causes data loss or renders system unstable ■■ System malfunction causes mission-critical applications to restart, hang, or suspend

Page 4 of 5 http://solutions.us.fujitsu.com Fact Sheet Fujitsu Accelerated Solution Templates (FAST) for Oracle ERP fueled by the Fujitsu M10 About Fujitsu America Fujitsu America, Inc., is a leading ICT solutions provider for organizations in the U.S., Canada and the Caribbean. Fujitsu enables clients to meet their business objectives through integrated offerings and solutions, including consulting, systems integration, managed services, outsourcing and cloud services for infrastructure, platforms and applications; data center and field services; and server, storage, software and mobile/tablet technologies. For more information, please visit: http://solutions.us.fujitsu.com/ and http://twitter.com/fujitsuamerica

Fujitsu platform solutions More information Copyright In addition to Fujitsu PRIMERGY servers, Learn more about Fujitsu Maintenance and Fujitsu, the Fujitsu logo, Interstage, Fujitsu provides a range of platform Support Services, please contact your Fujitsu Systemwalker and ETERNUS are trademarks or solutions. They combine reliable Fujitsu sales representative, Fujitsu business partner, registered trademarks of Fujitsu Limited in the products with the best in services, know-how or visit our website. http://www.fujitsu.com/ United States and other countries. and worldwide partnerships. support PRIMERGY is a trademark of or registered trademark of Fujitsu Technology Solutions in Dynamic Infrastructures Fujitsu green policy innovation the United States and other countries. SPARC As a global IT infrastructure provider, Fujitsu Fujitsu Green Policy Innovation is our Enterprise is a trademark or registered offers a complete range of servers designed worldwide project for reducing burdens on trademark of SPARC International, Inc. in the to fill any role in today’s business. Whether the environment. Using our global know- United States and other countries. All other your business requires affordable entry-level how, we aim to resolve issues of trademarks referenced herein are the property servers, compact and scalable blade systems, environmental energy efficiency through IT. of their respective owners. or advanced multiprocessor servers capable Please find further information at: Copyright ©2015 Fujitsu America, Inc. of handling the most demanding data center www.fujitsu.com/global/about/environment/ All rights reserved. applications, the PRIMERGY® line delivers FPC58-7444-01 06/15 Intel® Architecture servers with the rock-solid 15.0569 reliability and industry-leading performance you need. Disclaimer The statements provided herein are for Computing products informational purposes only and may be www.fujitsu.com/global/services/computing/ amended or altered by Fujitsu America, Inc. ■■ PRIMERGY: Industrial standard server without notice or liability. Product description ■■ SPARC Enterprise®: UNIX® server data represents Fujitsu design objectives and ■■ PRIMEQUEST®: Mission-critical IA server is provided for comparative purposes; actual results may vary based on a variety of ■■ ETERNUS: Storage system factors. Specifications are subject to change without notice. Software www.fujitsu.com/software/ ■■ Consulting Services ■■ Application Services ■■ Managed Infrastructure Services ■■ Product Support Services

Contact FUJITSU AMERICA, INC. Address: 1250 East Arques Avenue Sunnyvale, CA 94085-3470, U.S.A. Telephone: 800 831 3183 or 408 746 6000 Website: http://solutions.us.fujitsu.com Contact Form: http://solutions.us.fujitsu.com/contact

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