Version: 2.0
Annex
Specification of services E-mail and telephone support
by and between (client)
and
secunet Security Networks AG Kronprinzenstrasse 30
45128 Essen Germany (secunet or contractor)
Customer no.: enter customer no.
Contract no.: enter contract no.
Overview of the services commissioned:
Module 1: General e-mail and telephone support services
Moduel 2: Services for SINA Box systems
Module 3: Services for SINA Management systems
Module 4: Services for SINA Client systems (SINA VW, SINA TC)
Module 5: Services for SINA L2 systems (incl. SINA L2 management)
Module 6: Optional services by secunet customer support
Module 1 – General e-mail and telephone support services
Subject matter of the agreement
secunet customer support shall support the client during contractually agreed hours by telephone or e-mail in the event of failures in the operation of the SINA security system.
Specification of services
The e-mail and telephone support service offers the following services: 1.) Support by e-mail or telephone shall be given in the following cases:o SINA hardware installation for all SINA hardware components of a bundle supplied by secunet
o SINA software installation
o Analysis of a faulty configuration of the SINA system based on the log / configuration files provided by the client and on the network infrastructure drawings
o Failures of the SINA hardware supplied by secunet
2.) A maximum 2 hour reaction time to incoming e-mails and incoming telephone messages (until 1600 hours CET) has been guaranteed.
After receipt of the inquiry or breakdown reported by the client, a secunet customer support member shall answer by e-mail or call back within 2 hours and shall note the inquiry or failure. A failure shall be held to be the breakdown of one or several SINA systems occurring as a result of defective hardware or software and/or configuration faults.
3.) Registration of the failure in secunet’s ticket system and communication of the noted information to the client per e-mail (including notification of the ticket number)
4.) Analysis of the occurred failure. The secunet customer support member may request further information, such as, e.g., log files and/or the respective configuration data of the SINA systems involved. As a rule, further information is requested by telephone, but, at secunet’s discretion, the request may also be made by e-mail. Should the secunet customer support member be unable to continue fault analysis because of the client's failure to supply information, processing of the breakdown shall be suspended.
5.) After the analysis is completed, secunet customer support shall communicate to the customer by e-mail or telephone the suggested solutions. Should further processing of the failure not be possible due to a software fault, secunet customer support shall call in secunet's development section in the search for a solution. The development section shall be available for possibly providing a solution during office hours (09:00 – 17:00 hours, CET).
6.) Suggested solutions which resulted in removing the failure shall be documented in the secunet ticket system. Said information shall be communicated to the client upon completion of the ticket.
Prerequisites for the agreed support service
I. Client:
Authorized employees of the client shall be entitled to make use of support services in accordance with this specification of services. “Authorized employees” always implies that such employees hold a SINA certification.
Authorized employees of the client shall be in a position to report failures of SINA systems. The following information must be communicated: Name, first name, e-mail address, telephone number and mobile telephone number, if available.
In addition, secunet customer support needs the following information in order to note a failure report:
1.) Serial number of the client system.
2.) A detailed description of the failure, if necessary, in writing using the sample “SINA Fehlerbeschreibung” (SINA fault description) available from the secunet customer portal.
3.) Sending of requested information (network plan, configuration data, log files and further details, if required) for the purpose of fault analysis by e-mail to support@secunet.com
.
The list of the authorized employees of the client with a certification for SINA systems shall be sent to secunet customer support by the client beforehand by e-mail. This list can be updated by the client at any time (per e-mail to support@secunet.com, quoting the contract number). All authorized employees whose name was given to secunet shall receive telephone support.
II. secunet
secunet guarantees to accept the report of any failure per e-mail or telephone Monday through Friday from 08:00 – 18:00 hours (CET) and warrants the services described above. Public and religious holidays which are non-working days in Germany or in individual regions of Germany shall be excluded. secunet customer support is available under:
5 x 10 Tel-Nr. 5 x 10
7 x 24 Tel-Nr. 7 x 24
(0,14 €/min on the German landline, max. 0,42 €/min via German mobile network)
support@secunet.com
Telephone support
Module 2 – services for SINA Box systems
For the SINA hardware systems with the SINA box version 1.3.6 (or higher) supplied by secunet, the support services listed under module 1 shall be rendered.
Support services shall be rendered after communication of the serial number and a detailed fault description, as the case may be, using the form “SINA Fehlerbeschreibung” (SINA fault description) made available by secunet. The client shall send said information per e-mail to support@secunet.com. Further inquiries, status communications or information on the failure may be exchanged either by telephone or per e-mail.
In addition, in the event of hardware failures, a secunet customer support employee will carry out the RMA and/or SLA process. secunet customer support shall coordinate both the transport of the defective system to the secunet repair centre and the return of the repaired SINA hardware, or it shall initiate an exchange of the defective SINA hardware (SLA).
In the event of a repair of the SINA hardware and an execution per RMA, the repaired hardware shall be returned to the client. In the event of an exchange in accordance with the SLA provisions, the client shall decide in favour of either return of the repaired system or speedy delivery of equivalent SINA hardware. The client shall take possession of an exchanged system; the guarantee periods shall be taken over. For further information, please refer to the SLA form available from the secunet customer portal.
Module 3 – services for SINA Management systems
secunet customer support shall render the support services listed under module 1 for the SINA hardware system with the SINA Management verison 3.7.0 (or higher) delivered by secunet.
If telephone support was ordered, support services will be rendered after communication of the serial number and of a detailed fault description, as the case may be, using the form “SINA Fehlerbeschreibung” (SINA fault description) made available by secunet. The client shall send said information per e-mail to support@secunet.com. Further inquiries, status communications or information on the failure may be exchanged either by telephone or per e-mail.
Support is given exclusively for a all-in-one management which was installed and configured in accordance with the operating instructions supplied by secunet. Services shall comprise management operation and support in the event of changes to existing configurations.
Module 4 – services for SINA Client systems
secunet customer support shall render the support services listed under module 1 for the SINA Client systems of the SINA-Thin-Clients version 1.3.7 and higher and the SINA virtual workstation version 2.2 and higher delivered by secunet.
Support services shall be rendered after communication of the contract number or the serial number of the client system and of a detailed fault description, as the case may be, using the form “SINA Fehlerbeschreibung” (SINA fault description) made available by secunet in the customer portal. The client shall send said information per e-mail to support@secunet.com. Further inquiries, status communications or information on the failure may be exchanged either by telephone or per e-mail. Support is rendered if the client software is used on hardware supplied and recommended for the respective software version by secunet. Installation and configuration of the SINA Client system must have been carried out in accordance with the operating instructions enclosed by secunet. Services
comprise operation of the SINA Client systems and support in the event of changes to existing configurations.
If the customer uses a reference platform, support is only possible, if the problems can be reproduced on secunet systems. It falls to the customer to prove this, if the problem cannot be reproduced at secunet’s.
Support in the event of failures or changes to the configuration shall exclusively apply to the SINA Client software. Fault analysis of operating system software with installed and configured applications which are accessed by SINA Client systems or to which such systems connect (e.g. guest systems, terminal servers) shall not be part of the services listed in this contract.
Module 5 – services for SINA L2 systems (incl. SINA L2 Management)
secunet customer support shall render the support services listed under module 1 for the SINA L2 hardware systems (incl. SINA L2 Management version 3. 8. 0 (or higher) delivered by secunet.
Support services shall be rendered after communication of the serial number and of a detailed fault description, as the case may be, using the form “SINA Fehlerbeschreibung” (SINA fault description) made available by secunet in the customer portal. The client shall send said information in writing and per e-mail to support@secunet.com. Further inquiries, status communications or information on the failure may be exchanged either by telephone or per e-mail.
Support is given exclusively for an all-in-one management which was installed and configured in accordance with the operating instructions supplied by secunet. Services shall comprise management operation and support in the event of changes to existing configurations.
Module 6 – optional services by secunet customer support
secunet customer support renders the optional services listed below which can be commissioned separately:
- 7 x 24h telephone and e-mail support for SINA systems
- Set-up of a customer-specific reading access to the ticket system of secunet customer support
- Backup, update and new installation of a SINA Management system (on-site operation)
- Distributed management
- Check and assessment of the existing SINA security system (on-site operation)
- Support in the SINA Management set-up and in the configuration of boxes on the location (on-site operation)
- Implementation of guest systems for the product SINA VW
- SINA administration (on-site operation, e.g., if a SINA administrator is not available due to a holiday or illness)
- Additional SLA services (supplementary agreement) - Further services on request
Glossary:
Term Explanation
All-in-one management All management services are run on one system. Distributed management The management services are run on different
systems.
SINA system Hardware of a bundle order
Reference platform Systems used by the customer, differing from the hardware originally intended for a functionality by secunet.
