NComputing Support and Subscription Programs Datasheet

Support and Subscription (SnS) Programs

SnS Support entitlements

Standard and Premium Support entitlement seats based on yearly subscription per licensed concurrent connection to vSpace Server

Standard and Premium Support entitlement seats based on yearly subscription per concurrent connection managed by vSpace Management Center (any mix of L300, M300, or N-series devices)

Every IT purchasing decision must maximize your technology investment and improve system uptime.

NComputing Support and Subscription (SnS) programs are designed to give you the resources you need, when you need them and to provide exceptional on-going value driven by our relentless commitment to customer satisfaction.

Our SnS oerings enable:

• Upgrade Benets: Ongoing access to software upgrades, including major and minor releases and updates

• Enhanced Response Times: Dened service levels for time-to-respond based on severity of incident

• Unlimited support tickets: Predictable, xed budget for support throughout subscription term

• Cost management: Multi-year plans enable you to obtain an additional discount and lock in a price

• Operational Eciency: No need for purchase negotiations and contracts for software upgrades

NComputing Software Support

vSpace Basic Support is included for 1 year with the purchase of all NComputing products. There are two additional SnS products available for vSpace Server and vSpace Management Center to accommodate your business needs:

• vSpace Standard SnS: Provides access to software upgrades and unlimited email or phone support

during local business hours

• vSpace Premium SnS: Designed for customers with complex environments requiring regular

software upgrades, enhanced response times, and 24x7 support access

SOFTWARE SUPPORT BASIC SUPPORT STANDARD SNS PREMIUM SNS

24 X 7 WEB SELF-SERVICE

SOFTWARE UPDATES

Updates, such as 7.0.1 to 7.0.2

SUBSCRIPTION ADVANTAGE

Minor upgrades, such as 7.0 to 7.1 Major upgrades, such as 7.3 to 8.0

TECHNICAL ASSISTANCE CENTER

Phone, Web and Email

HOURS OF SUPPORT

See www.ncomputing.com/support for local business hours by region

RESPONSE BY S EVERITY LEVE L

Initial response times during business hours, unless other wise specied: Severity 1 (critical) to 4 (non-critical)

TECHNICAL CONSULTATION

By phone; scheduled upon request

PRICING MODEL Included with initial

LENGTH OF TERM Expires in 1 year 1-to-5 year options 1-to-5 year options

10 incidents Unlimited incidents Unlimited incidents

Business hours Business hours 365x24x7 for Severity 1

S1: 8 hours S2: Next business day S3: 2 business days S4: 3 business days

product purchase

• • •

–

S1: 4 hours S2: 8 hours S3: 24 hours S4: 36 hours

– –

Per CCU pricing* Per CCU pricing*

• •

S1: 30 minutes 24x7 S2: 1 hour S3: 4 hours S4: 8 hours

4 per year (12 hours max total)

SNS SEVERITY LEVEL DEFINITIONS

SEVERITY 1

All user sessions down, no user connections. No workaround available.

SEVERITY 2

Some sessions are down, limited user connections. No workaround is available.

SEVERITY 3

User sessions are degraded. Productivity impact to business operations.

SEVERITY 4

General installation, upgrade, compatibility or conguration assistance; general product inquiry.

* must be purchased for all CCUs

Support and Subscription (SnS) Programs

What’s included with product purchase

For vSpace environments, a purchase of an L300 or M300 device includes the following:

• The physical device (hardware)

• Standard 3-year Hardware Warranty

• A license to install vSpace Server and

1 CCU for connection rights to ANY

vSpace Server.

• 1 year Basic Support which includes

Software Updates (not Upgrades)

L300

M300

A purchase of a vSpace Client software CCU license includes:

• Rights to install vSpace Server

• Connection rights to ONE vSpace

Server (per CCU and per server)

• 1 year Basic Support which includes

Software Updates (not Upgrades)

NComputing Hardware Support

Every NComputing device is built for high performance and extreme reliability. We stand behind the quality of each device we make by including a standard 3-year hardware warranty. For customers who want an extra level of protection and to guarantee hardware availability, NComputing oers the following Hardware support oerings:

• Extended Hardware Warranty

• Advance Hardware Replacement

Standard Hardware Warranty

Warranty period starts at date of purchase. Date of purchase will be determined by a valid proof of purchase. The criterion for a valid proof of purchase is that it must be machine printed and include the following information:

• Name and address of purchaser

• Purchase date

• Model number(s) of product(s) purchased

• Serial number(s) of product(s) purchased

In the event that a valid proof of purchase is not available, the warranty period will be determined by the date of manufacture. Date of manufacture is based on a date-coded serial number printed on the product label.

Extended Hardware Warranty

Technology is a signicant investment. Extend your limited hardware warranty with a 1-year or 2-year extension to your standard 3-year hardware warranty.

• This option must be purchased 90 days or more prior to expiration of standard product warranty

• Goes into eect at the end of standard 3-year hardware warranty period

• Available as a per-device cost purchased for all existing devices

• Extended Hardware Warranty is available as a yearly subscription per device for L-series, M-series or N-series

For Citrix HDX environments, a purchase of an N-series device includes:

• The physical device (hardware)

• Standard 3-year Hardware Warranty

N500w

N400

Advance Hardware Replacement

Advance Hardware Replacement provides added security for those customers with missioncritical needs, or those without spares onsite, who need to minimize downtime. With this support, NComputing advance-ships replacement hardware within a specied response time from the closest NComputing service center. Key features include:

• Unit replaced

• Shipped same-day for approved RMA requests made before 1:00PM local time of the designated service

center

• The inoperable device must be returned within thirty (30) calendar days of the issuance of the RMA

• Advance Hardware Replacement is available as a yearly subscription per device for L-series, M-series or

N-series

1900 S. Nor folk Street, Sui te 245 | San Mateo, CA 944 03 |  1.650.40 9.5959 |  info@ncomputing.com |  www.ncomputing.com

respective owners. Preliminary beta speci cations subject to change without notice. Performance may vary, depending on the con guration of the shared computer.

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