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COMPARE AWS ELEMENTAL SUPPORT SERVICE PLANS for On-Premise Appliances & Software Support

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COMPARE AWS ELEMENTAL SUPPORT SERVICE PLANS for On-Premise Appliances & Software Support CONTENTS AWS Elemental Support Service Plans ........................................................................................................ 3 Products Eligible for AWS Elemental Service Plans ................................................................................. 3 Enhanced Service ..................................................................................................................................... 3 Premier Service ......................................................................................................................................... 3 AWS Elemental “Plus” Add-on Package for Enhanced and Premier ........................................................ 3 Compare AWS Elemental Service Plans ...................................................................................................... 4 Response Time1 Targets .............................................................................................................................. 6 Resolution1 Targets ....................................................................................................................................... 7 Service Plan Components............................................................................................................................. 8 Technical Support Center (TSC) ............................................................................................................... 8 Elemental Support Center ......................................................................................................................... 8 Designated Support Specialist .................................................................................................................. 8 Support Services Business Check-in ........................................................................................................ 8 AWS Elemental Support Severity Levels ...................................................................................................... 9 Severity Level 1: Emergency Issue - Production Blocking ........................................................................ 9 Severity Level 2: Critical Issue .................................................................................................................. 9 Severity Level 3: Major Issue .................................................................................................................... 9 Severity Level 4: Normal Issue .................................................................................................................. 9 Response Time & Resolution Targets ....................................................................................................... 9 Scope of Support Coverage ........................................................................................................................ 10 Issues Covered by Support ..................................................................................................................... 10 Issues Not Covered by Support .............................................................................................................. 10 Support policy related to third-party hardware and software components. ............................................. 10 AWS Elemental Support Service Plan Pricing ............................................................................................ 12 Enhanced Service Plan ........................................................................................................................... 12 Premier Service Plan ............................................................................................................................... 12 Pricing examples ..................................................................................................................................... 12 Purchasing AWS Elemental Support Service Plans ............................................................................... 12 Purchasing services from our AWS Elemental Advanced Support Programs ........................................ 12 Your Success is Our Goal ....................................................................................................................... 12 © 2021 Amazon Web Services, Inc. or its affiliates. All Rights Reserved. 2 AWS ELEMENTAL SUPPORT SERVICE PLANS Customers who purchase AWS Elemental products and services may choose from our Enhanced or Premier Service Plan options that provide support coverage specifically for AWS Elemental products to meet each customer’s unique support, response time, and resolution requirements. Each service plan provides support for AWS Elemental appliance hardware or AWS Elemental software, depending on products and services covered under the purchased service plan. PRODUCTS ELIGIBLE FOR AWS ELEMENTAL SERVICE PLANS Service Plan Types Eligible Products (applies to both Appliance Edition and Software Edition) AWS Elemental Server Enhanced AWS Elemental Live and AWS Elemental Conductor Premier AWS Elemental Stream AWS Elemental Delta To learn more about customer support for AWS Services in the AWS Console, see AWS Support Plans. ENHANCED SERVICE If you need product support beyond initial installation and configuration, the AWS Elemental Enhanced Service is your best option. This plan provides hardware and software support for up to a year. This includes full access to the AWS Elemental Support Center, which hosts technical support services including support case management and hundreds of how to, troubleshooting, and reference articles for AWS Elemental appliances. In addition, Enhanced Service includes 24 x 7 support and access to major software releases throughout the support period. PREMIER SERVICE If you need the highest level of support services that AWS Elemental has to offer, AWS Elemental Premier Service is designed for you. In addition to offering the services provided by Enhanced Service, Premier Service includes improved response time and resolution targets, tighter targets for parts replacement, advance parts exchange, regular business check-ins, and faster timelines for on-site support services for emergency production issues. AWS ELEMENTAL “PLUS” ADD-ON PACKAGE FOR ENHANCED AND PREMIER In addition to the AWS Elemental Service Plans, AWS Elemental also offers the “Plus” add-on package for Enhanced and Premier Services. The Enhanced+ and Premier+ options include assigning you an AWS Elemental Technical Account Manager. The Technical Account Manager (TAM) acts as a point of contact for general technical engagement with AWS Elemental Services teams. The TAM checks in with you on a regularly scheduled basis (typically, bi-weekly or monthly) and oversees Professional Services engagements. TAMs are generally assigned to no more than 4-6 accounts, ensuring proactive management of technical services activities. If you are interested in the “Plus” Add-on Package, please reach out to our sales team for more information. © 2021 Amazon Web Services, Inc. or its affiliates. All Rights Reserved. 3 COMPARE AWS ELEMENTAL SERVICE PLANS General Support Warranty Enhanced Premier Access to the Elemental Support Center Yes Yes Yes Email Support 30 days Yes Yes Phone Support, Regional TSC1 No Yes Yes Phone Support, 24x7 Priority Hotline2 No Yes Yes Software Support SW Support & Warranty Period3 30 days 12 months 12 months Access to Maintenance Releases Yes Yes Yes Access to Major Upgrade Releases No Yes Yes Hardware Support4 12 months HW Warranty (max coverage of 12 12 months5 12 months5 mos) Parts/Whole Unit Replacement Delivery6 20 Business Days 5 Business Days 3 Business Days Advance Parts Exchange No No Yes Additional Services Yes, Yes, On-site Emergency Support7 No T&E excluded8 T&E included9 (Sev 1 / Sev 2) (pay per visit) (5 days / 10 days) (2 days / 5 days) Designated Support Specialist No No Yes Optional Optional Technical Account Manager No “Plus” add-on “Plus” add-on Business Check-in No No 2 check-ins / yr Discounts on Training Services (Excludes custom on-site training No No Yes, 15% courses) © 2021 Amazon Web Services, Inc. or its affiliates. All Rights Reserved. 4 Notes on AWS Elemental Service Plans comparison table 1. Provides direct phone access to technical support personnel located at regional AWS Elemental TSCs, during TSC Business Hours. 2. Outside TSC business hours (24x5, excluding holidays), 24x7 Priority Hotlines are supported by on-call technical personnel for use to address production-impacting incidents. For Severity Level 3 and Level 4 issues, AWS Elemental Technical Support will make every effort to respond within the specified response time targets during standard business hours. 3. AWS Elemental’s software warranty provides software support and defect resolution for the defined period. Note: AWS Elemental supports defect fixes for the two most recent Major Releases (but only when technically feasible within those specific versions). Defect resolution may require customers to upgrade to a newer version of AWS Elemental software. 4. Hardware Warranty and Support Services are available exclusively from AWS Elemental. You acknowledge and agree that the Agreement, the Limited Hardware Warranty and this Service Plan grant you no rights or remedies under any warranty, support services or return policies of any of our hardware component suppliers. 5. AWS Elemental will make Service Plan coverage available
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