Embedded Products
Global Services and Support
hardware
repair
services
engineering
services
advanced
replacement
services
manufacturing
operation
services
hardware
repair
services
Radisys Corporation 2014 | Platform Engineering Global Services and Support 2
CUSTOMER ORIENTED
SERVICES APPROACH
Radisys’ Embedded Products market is very demanding from a services standpoint. We recognize the importance of customer services and understand that the success of our customers depends as much on our customer service quality as it does on product quality. Radisys is delivering world class services globally and continuously to over hundreds of customers. Our significant experience in this area has helped us build optimal and very productive service delivery processes which are helping us manage delivery commitments, quality and service effectiveness. Radisys Global Embedded Product Engineering Support and Services are crafted for our customers’ needs. Our flexible support delivery models allow us to customize services to very specific customer requirements. Radisys’ goal is to offer services designed and integrated with platform products and to deliver them through the whole product life cycle.
Radisys Corporation 2014 | Platform Engineering Global Services and Support 3
We encourage customers to take advantage of our services during product development, where we are able to provide integration services specific to product usage environment (e.g., NEBS testing). Radisys architects and senior level engineers have extensive experience in providing professional services, from application design consulting (e.g., for DPDK packet flow and performance optimizations) to custom features and application design and development. To help our customer ramp up fast with our technology, we offer professional, product-specific, hands-on training sessions.
During the production phase, we offer high-quality hardware repair services and extended warranties above EOL repair services. For customers interested in quick field failure replacement, we offer an effective Advanced Replacement program. We have also optimized our manufacturing operation processes to fully integrate customers’ solutions and end products. We are able to achieve significant overall cost savings in operations areas for these customers who are participating in manufacturing operation service program. We are also proud to provide best-in-class, technical support services within industry. Our support engineers are distributed globally in North America, Europe, and Asia to assure the best possible global coverage. Consumers of technical support services now have access to experienced engineers equipped in professional technical laboratories, where customer configurations are duplicated for issues reproduction and root cause analysis. Our technical support experts are trained in multiple technologies including networking and operating systems which allows them to quickly diagnose not only Radisys Platform hardware and embedded software issues, but also system-level problems. We extend technical support L1-L2 responsibilities to fully cover customers’ end products.
More specific details can be found in this brochure. We encourage our customers to utilize our portfolio of service in all the areas we provide. We guarantee high-quality service and competitive and flexible financing models. We would also be happy to evaluate other services which are not specified in this document to help our customers achieve success.
Sincerely, Marcin Hasse
General Manager, Global Operation Services
Radisys Corporation 2014 | Platform Engineering Global Services and Support 4
EXTENDED
WARRANTY
Radisys delivers tested and proven embedded solutions and systems. We back our products with long life-cycle support and an Extended Warranty Services program. Radisys has perfected internal processes and procedures to deliver exceptional support with predictable results. This means you no longer need to keep as many spare parts in stock and you can manage component inventories more effectively.
Extended warranty service is available to customers with a large installed base that is scheduled to be in service beyond the standard two-year warranty period. Taking advantage of the Radisys extended warranty allows you to protect your initial investment, contain costs, and minimize downtime.
Extended Warranty support covers hardware repairs for the duration
of the warranty. All repairs are performed to original equipment
specifications by a team of experienced Radisys technicians
and sustaining engineers. For products that cannot be repaired,
Radisys offers a replacement program during the extended
warranty period.
Available Warranties
Original Warranty
2 years
Extended
Warranty Option
3-5 years
Extended Warranty Pricing
Year 3
Year 4
Year 5
Time of HW Sale
Purchase
4%
4%
4%
Post Sale HW
Purchase
6%
6%
6%
Extended Warranty Success Story
A Radisys customer with a large international installed base signed up for the extended warranty service to provide field unit repairs for their 5-year product life cycle. During that extended warranty period, the customer deployed a new generation hardware platform from Radisys. By signing up for the "enhanced upgrade" extended warranty, Radisys subsequently replaced every product that was returned for repair under extended warranty with the newer generation product, configured according to customer expectations. As a result of this service, the customer maintained a high level of satisfaction with their customers by simultaneously resolving an equipment problem and seamlessly upgrading to the newer platform.
hardware
repair
services
Radisys Corporation 2014 | Platform Engineering Global Services and Support 5
In order to meet our customers’ product longevity requirements, Radisys has developed component supply-chain processes to the point that we can extend our hardware repair abilities beyond our product end-of-service announcements. This allows customers to extend the field life of their products with continuing repair and technical support services.
Extended Repair Services may be
made available by Radisys upon customer request and are limited
by the availability of sub-components or other factors. Repairs performed during the extended repair period are based
on out-of-warranty repair conditions.
Extended Repair Success Story
The extended repair program allowed a Radisys customer with significant field deployments of ATCA-based systems in a Telco environment to offer a longevity policy for operators. The policy was developed to ensure that the most expensive ATCA system components and the most critical components in terms of manageability will continue to operate in the field for a minimum of 20 years after the first deployment. A feature of this program is that the customer can maintain system performance by replacing processing components without modification to avoid manageability issues. Radisys is continuing to take care of the necessary repairs under this program, well after the end-of-services announcement.
EXTENDED
REPAIR
hardware
repair
services
Radisys Corporation 2014 | Platform Engineering Global Services and Support 6
MANUFACTURING
OPERATION
SERVICES
Radisys supply chain and manufacturing processes are designed to fulfill customer requirements and reduce operations costs. Our services include:
• manufacturing integration for customer end products (systems) • system component purchases from third-party component vendors
• system configuration (including applications) during the manufacturing process • customer PO processing as part of our order-fulfillment process
• branding and delivering customer systems as required
Service pricing is provided based on “Statement of Work” document summarizing agreed service processes and delivery expectations – and is unique for each case.
Radisys offers flexible and scalable models for manufacturing operation services. If necessary,
manufacturing processes at Radisys can be adjusted to meet
customer needs. Our proven manufacturing model can be easily adapted to support specific product
requirements.
Manufacturing Operation Services
Success Story
A customer of Radisys develops high-performance, packet-inspection software, and is deploying market-ready solutions in two product versions. A high-performance solution is deployed on a Radisys ATCA hardware platform and a lower-performance solution is deployed on enterprise IA hardware. Both hardware platforms were purchased, and the software was integrated, validated, and shipped to end users in the customer’s operation facility. The Manufacturing
Operation Services offered by Radisys allowed the
customer to significantly reduce operating costs by integrating their operation processes with Radisys’ operations. Radisys continues to fulfill customer orders in this manner, delivering finished products to end users. As a result, the customer has significantly reduced operation costs and improved their product delivery turn-around time.
manufacturing
operation
Radisys Corporation 2014 | Platform Engineering Global Services and Support 7 The Radisys advanced replacement
program also has options for expedited field replacements. Plans
are available in which Radisys will commit to shipping replacements within 24 or 72 hours. Radisys can also recommend an appropriate number of replacement units to keep
in stock by looking at known field failure rates and the size of the
customer’s installed base.
ADVANCED
REPLACEMENT
Radisys understands how critical it is for businesses to assure hardware platform service continuity in the field. The advanced replacement program is available worldwide for standard products, and ensures that Radisys will respond rapidly to potential field problems. Should a customer notify Radisys of a critical failure in the field, Radisys will immediately initiate the process of shipping a replacement—without waiting for the failed unit to be returned to the Radisys repair center. Advanced replacement service price is provided based on program expectation evaluation.
Advanced Replacement Success Story
A customer of Radisys who is responsible for maintaining deployed products in a telco operator environment requested next-day replacement shipments for critical system components with recognized problems. The customer is able to deliver timely service without maintaining a stock facility or the processes necessary to manage the stock. The customer also introduced a Proactive Maintenance program as an extension of the Radisys Advanced Replacement program. The Radisys Operations team is monitoring all deployed product components to avoid end-of-life surprises, and is arranging field replacements for components such as fan trays and filter ties. By planning replacements in advance, field operation costs are lowered and the overall end-user satisfaction level is increased.
advanced
replacement
Radisys Corporation 2014 | Platform Engineering Global Services and Support 8
TECHNICAL
SUPPORT
Service delivered through the whole product lifecycle. The Radisys Technical Support Engineering team is assisting customers in diagnostics, root cause analysis, and technical problem resolution with Radisys hardware and embedded software. Three levels of technical support are available:
• Standard Technical Support Service (no Technical Support Agreement)
• Enhanced Technical Support Service (standard Technical Support Agreement) • Advanced Technical Support Service (customized Technical Support Agreement)
Technical Support Options Service level standard
service (no TSA) enhanced service (TSA) advanced service (TSA) CIC access √ √ √
Assured initial response time √ √
Assured resolution time √ √
ATCA introduction training √ √
Knowledge database access √ √
Escalation path √ √
Support performance delivery review √ √
Regular case investigation status update
√ √
Onsite support √ √
Remote debugging support √ √
8x5 support delivery √ √
24x7 support delivery √
Custom reports √
Extended product/feature training √
engineering
services
Radisys Corporation 2014 | Platform Engineering Global Services and Support 9
Software Support Options Service level standard
service (no TSA) enhanced service (TSA) advanced service (TSA)
Maintenance releases (2/year) √ √ √
Technical documentation update √ √ √
Software release notes √ √ √
Fix priority for maintenance release √ √
Custom software patches √
Support for OS and third-party applications
√
Hardware Support Options Service level standard
service (no TSA) enhanced service (TSA) advanced service (TSA) Warranty services √ √ √
Rectification of hardware defects in material or workmanship
√ √ √
Quality reports √ √
Component fault analysis reports √
Extended warranty services √
Advanced replacement services √
Additional Services Options Service level standard
service (no TSA) enhanced service (TSA) advanced service (TSA) Integration services √ Professional services √
engineering
services
Radisys Corporation 2014 | Platform Engineering Global Services and Support 10 Radisys Technical Support services
are delivered globally in the “follow the sun” model. Our support centers are strategically located in North America, Europe, and Asia to
assure global 24x7 support coverage. In addition to possessing
deep knowledge of our own products, Radisys support engineers are also familiar with
eco-systems such as CISCO®, embedded Linux®, etc.
With in-house technical resources and a proven infrastructure, we maintain the overhead allowing you to focus your resources to meet your customers’ needs. You can rely on Radisys technical experts to quickly diagnose and resolve problems, which can reduce costly downtime. Putting these services to work can help you lower support costs and improve customer satisfaction.
The Radisys technical support staff plays an active role throughout the lifecycle of your product, operating as an extension of your own design team. You can rely on Radisys for:
Technology Innovation—from a leader in the embedded industry
Product Development Support—critical during your product development phase
Production Support—when you move into production, Radisys is ready to provide support for your customer issues
Lifecycle Management—commitment throughout the entire life of your product
Technical Support Success Story
A customer of Radisys who deploys products to mobile operators selected the enhanced technical support option, and is using Radisys technical support services as a second-line of platform support. The Radisys technical support team is fully responsible for supporting hardware, embedded software, compute blade operating systems, and platform interoperability connections to the edge Cisco routers. The customer was able to meet the stringent demands of the mobile operator by opting for a contract-specified response and resolution time. The close relations between our support teams, as well as a duplication of the mobile operator's configuration in the Radisys lab, allows us to resolve problems quickly. Additionally, a monthly support delivery KPI review with the customer helps us to identify weaknesses and implement improvement plans to correct them. The customer reduced their overall service costs and achieved the expected customer satisfaction level by relying on the strong technical engineering services from Radisys.
engineering
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Radisys Corporation 2014 | Platform Engineering Global Services and Support 11
LINUX TECHNICAL
SUPPORT
An extension of standard technical support is available to customers who use Radisys computing products with Intel® architecture (IA), such as the ATCA-46xx or RMS420, or any non-Radisys IA-based enterprise hardware platform. This service helps customers manage properly-deployed Linux platforms by:
Integrating all necessary security changes deployed by the Linux community and verifying that the changes are stable on dedicated hardware platforms
Preparing and managing Linux OS upgrades in the field
Investigating and working with the community to resolve Linux-related issues, especially those issues associated with device drivers specific to hardware platforms
Assuring proper Linux configurations for system manageability, security, etc.
Service pricing is provided based on “Statement of Work” document summarizing agreed service scope – and is unique for each case.
Linux support is provided by an advanced support team and backed by Radisys’ development engineering. This combines both a
system approach and the deep knowledge needed to resolve very
specific Linux-related issues, such as non-standard I/O device drivers.
Linux Technical Support Success Story
One customer of Radisys provides solutions to the defense market, which has environmental requirements that are very specific about Linux security. Every community-deployed security patch must be included in every field-deployed product. Our customer asked Radisys to integrate, test, and prepare upgrade instructions for Radisys IA products deployed to end users. While strict site-access limitations prevented Radisys from performing the actual upgrades, Radisys experts provided remote support to the customer team responsible for the field upgrades during the maintenance support window. This model proved so successful that the customer extended cooperation with Radisys to provide Linux services for non-Radisys IA platforms.
engineering
services
Radisys Corporation 2014 | Platform Engineering Global Services and Support 12
DPDK TECHNICAL
SUPPORT
DPDK technical support is a service created as an extension to the standard Technical Support. The service is designed for customers who are using Radisys and non-Radisys IA-based hardware to develop applications using Intel’s Data Plane Development Kit. Radisys is a key Intel partner for DPDK technology, and has experience with numerous application deployments, including networking chip pool mode driver. Radisys is helping customers with DPDK deployments in the following areas:
DPDK education – helping customers ramp up quickly with their development projects
DPDK applications or feature development – designing, implementing, validating, and integrating DPDK software with customer solutions
DPDK consultancy – sharing expert DPDK knowledge by helping customers during the application development process by suggesting performance improvements, as well as architectural and coding solutions.
DPDK support during production – supporting DPDK based products, troubleshooting, working with Intel when patches are necessary and lobbying Intel to include fixes in their official DPDK releases
Service pricing is provided based on “Statement of Work” document summarizing agreed service scope – and is unique for each case.
DPDK Technical Support Success Story
The Deep Packet Inspection application market has become very competitive due to its growth potential. It is critical to not only develop fast and sophisticated packet-processing applications, but also to deploy the applications on solid hardware platforms and provide strong technical support. Radisys customers are benefitting not only from the performance and stability of our hardware, but also from Radisys DPDK training classes and consultancy services, which drastically improve the time-to-market of the end product. Several customers of Radisys are now leaders in today's DPI market.
Radisys DPDK training classes are a proven source of valuable knowledge
and practices. Graduates of the class are able to work effectively with
DPDK application coding.
engineering
services
Radisys Corporation 2014 | Platform Engineering Global Services and Support 13
INTEGRATION
SERVICES
Integration Services partners with customers to solve complex system-level challenges with Radisys and third-party hardware on issues spanning:
Custom test applications and script development
OS validation, integration, and support
System-level and interoperability testing, and test capability creation
System and software-level integration, and debugging with Radisys and/or third-party building block components
Management of customer projects and software releases, including vendor support
System-level regulatory and compliance certification, execution and management
Analyzing and resolving performance bottlenecks arising from virtualization applications on new platforms
Service pricing is provided based on “Statement of Work” document summarizing agreed service scope – and is unique for each case.
Integration Services Success Story
Radisys is always helping customers with integration challenges. For one customer, we led and supported the deployment of virtualized applications on hardware they selected. The customer had aggressive time-to-market goals in a networking environment, and we addressed the bottlenecks that arose to help them meet those goals. Radisys also led the development of test applications and frameworks that scale with the new application capabilities.
Radisys is helping customers meet product certification requirements such as NEBS. Systems typically
have to be certified with all subcomponents and with running
software. Radisys knows how to navigate through the certification
process, taking full management responsibility.
engineering
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Radisys Corporation 2014 | Platform Engineering Global Services and Support 14
Professional Services Success Story
Radisys is well known for accommodating change requests to product features. This allows customers to adjust Radisys products to their specific needs. For example, customers frequently ask for embedded software customization, such as:
changes to the CLI or API to make the application development process easier
changes to the boot sequence, U-Boot, configuration, environmental variable settings for easier integration and deployment
changes to integrated log collections and problem detection software for easier maintenance
Radisys also fully designs and implements software features, such as SNMP and HPI applications, to integrate the customer application with the Radisys solution.
PROFESSIONAL
SERVICES
Radisys has some of the best software and hardware engineering experts in the industry who specialize in embedded technologies and are familiar with Radisys products. Radisys professional services give customers the opportunity to work with these professionals during their product development period, and benefit from our expertise in system architecture, software application design, and software integration. Service pricing is provided based on “Statement of Work” document summarizing agreed service scope – and is unique for each case.
Radisys successfully contributes to multiple non-recurring engineering
(NRE) projects every year. Our hardware engineers redesign PCB
layouts or classify specific sub-components in order to meet customer hardware requirements. Our software engineers change and
add embedded software features and implement applications for our
customers.
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Radisys Corporation 2014 | Platform Engineering Global Services and Support 15
Education Services Success Story
A customer of Radisys decided to replace their core networking infrastructure with Radisys products. They created an integration team responsible for the new system deployment. The Radisys education services for the new team provided a detailed introduction to system features, explained industry integration trends, and provided in-depth training for the system features that were the most important to the customer. Armed with an understanding of system the system features and the application implementation, the customer designed and integrated their manageability system properly and avoided mistakes. The entire integration process was smooth and successful with the help of the professional education services from Radisys.
EDUCATION
SERVICES
The best way of staying abreast of the constantly changing and evolving nature of technology is to collaborate with technology suppliers. Our educated and highly-skilled technical team has become a critical and valuable asset for many technology companies. To continue to serve the needs of our clients, Radisys offers a variety of educational services to our customers and partners. The Global Engineering Support and Service Team is responsible for delivering effective training programs and continues to refine our training programs and materials as technology and customers’ requirements evolve. The Radisys training offering includes:
On-site Training
• Training delivered at the customer location In-House Trainings
• Training delivered at a Radisys facility:
– Hillsboro (Oregon), USA – for North America – Gdansk, Poland – for EMEA and India
– Shenzhen, China – for APAC Online Classes
• Available via online conferencing tools (WebEx) Generic Classes
• See the list of available classes below Customized Classes
• Training can be customized according to your needs
• Training can include common knowledge classes, such as embedded Linux or Networking protocols
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Radisys Corporation 2014 | Platform Engineering Global Services and Support 16
List of classes and classes duration presented below might be a subject of change.
General Training Offering
Generic Classes
Id Title Duration Level
GT_ATCA_INTRO_01 Introduction to ATCA standards 1d Entry
GT_HPI_01 Introduction to HW Platform Interfaces 2d Intermediate
GT_DPDK_INTRO_01 Introduction to DPDK 4h Entry
GT_DPDK_DEV_01 Getting into DPDK application development 4h Advanced
GT_STP_01 Spanning Tree Protocol in Radisys systems 4h Advanced
GT_BRM_01 The Backplane Redundancy Module 1d Advanced
GT_INSTALL_01 Installation/setup of Radisys ATCA systems 2d Entry
GT_HA_01 High availability in Radisys ATCA systems 1d Advanced
GT_UPG_01 Radisys ATCA system upgrades 1d Intermediate
GT_MGNT_01 Using Radisys Management Applications 1d Intermediate
GT_ROUT_MC_01 Radisys System Multicast Routing 4h Advanced
GT_ROUT_UC_01 Radisys System L3 Unicast Routing 4h Advanced
GT_VLAN_01 Radisys System VLAN Configuration 4h Advanced
GT_API_01 Radisys System Management Interfaces 1d Advanced
Product Specific Training Offering
Id Title Duration
Radisys Platforms
PT_T40_01 Radisys T-40 Product Basics
(SYS-6XXX-40G) 1d Intermediate
PT_T10_01 Radisys T-10 Product Basics
(SYS-6XXX-10G) 1d Intermediate
Switching Control Module
PT_2210_01 ATCA-2210 Product Basics 1d Intermediate
PT_2340_01 ATCA-2340 Product Basics 1d Intermediate
CPM Management Module
PT_45XX_01 ATCA-45XX Product Basics 4h Intermediate
PT_46XX_01 ATCA-46XX Product Basics 4h Intermediate
PT_XE100_01 XE100 Product Basics 4h Intermediate
Packet Processing Module
PT_7220_01 ATCA-7220 Product Basics 1d Intermediate
PT_7240_01 ATCA-7240 Product Basics 1d Intermediate
PT_PP81_01 PP81 Product Basics 1d Intermediate
Media Resource Module
PT_9100_01 ATCA-9100 Product Basics 4h Intermediate
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Radisys Corporation 2014 | Platform Engineering Global Services and Support 17
About Radisys
Radisys (NASDAQ: RSYS) is a market leader enabling wireless infrastructure solutions for telecom, aerospace and defense applications. Radisys’ market-leading MRF (Media Resource Function) and T-Series Virtualized Platforms coupled with Trillium software, services and market expertise enable customers to bring their products to market faster with lower investment and risk. Radisys technology is used in a wide variety of 3G & 4G / LTE mobile network applications including: small cell Radio Access Networks (RAN), wireless core network applications including SDN and NFV, deep packet inspection (DPI) and policy management equipment; conferencing and media services including voice, video and data, as well as commercial offerings for network applications that support the aerospace and defense markets.
Corporate Headquarters 5435 NE Dawson Creek Dr. Hillsboro, OR 97124 USA Phone: 503-615-1100 Fax: 503-615-1121 Toll-Free: 800-950-0044 www.radisys.com ©2014 Radisys Corporation. Radisys and Trillium are registered trademarks of Radisys Corporation. *All other trademarks are the properties of their respective owners.
October 2014
For more information about Radisys
Services offering contact your
Regional Account Manager or use
Radisys contact phone numbers.
hardware repair services engineering services advanced replacement services manufacturing operation services
