Field Service Operations Hardware Support Offerings

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Introduction

Please find below a range of information referencing our hardware support customer offerings, part replacement and entitlement, hardware support locations and customer responsibilities. Please note that the following information is subject to change.

Onsite Overview

On diagnosing a hardware incident, Skyhigh will dispatch an authorized service technician to the location of the defective hardware with parts of like or better quality and provide labor necessary to repair or replace the hardware.

The service technician will verify that the necessary hardware has been shipped or has been received if not in-hand and will arrange to arrive on location accordingly to begin hardware repair or replacement.

Skyhigh currently provides the 3 levels of On-Site Hardware Support: 4-hour Same Day On-Site (7x24x4), Next Business Day On-Site (5x10xNBD) and 2-3 Business Day Ship On-Site (5x10).

For part replacement information on our services offered, please review our part replacement and entitlement information found under our section titled “Part Reference and Entitlement”.

Please note that services offerings are subject to the site locations specified in our Hardware Support Locations. Delivery times for all services may vary and are subject to carrier schedules and customs. Additional information may be required from the customer prior to shipping international deliveries.

1.” Same Day Onsite” (7x24x4)

Same Day On-Site is a 7x24x4 service meaning 7 days a week, 24 hours a day, along with a 4-hour response window. If Skyhigh verifies a hardware defect, any time of the day or night, we will endeavor to be On-Site the same day to facilitate the replacement or repair.

Skyhigh will dispatch an authorized technician to the location of the hardware incident with the parts necessary to repair or replace the hardware.

Please see our section marked “Part Reference and Entitlement” for more information on part replacement entitlement under this offering.

2.“Next Business Day Onsite” (5x10xNBD)

5x10xNBD (next business day) meaning 5 days per week Monday through Friday, 10 Business Hours per day 8:00 am to 6:00 pm with on-site response targeted to be at the End Customer Location the next business day from the time of the Dispatch. Please note that service is during Normal Business Hours.

If Skyhigh verifies a hardware defect that requires a designated Field Replaceable Unit (FRU) before 3 PM local time, we will endeavor to be On-Site within one business day. If Skyhigh confirms a hardware defect after 3 PM local time, we will make commercially reasonable efforts to be On-Site within two business days.

Skyhigh will dispatch an authorized technician to the location of the hardware incident with the FRU part(s) necessary to repair the hardware. If Skyhigh verifies a hardware defect that requires a Customer Replaceable Unit (CRU), the CRU component will be delivered Next Business Day according to the times stated above. In the event a full box replacement is necessary, Skyhigh will use commercially reasonable efforts to deliver the replacement. Please see our section marked “Part Reference and Entitlement” for more information on part replacement entitlement under this offering.

3. 2-3 Business Day Ship On-site (5x10)

2 to 3 Business Day Ship On-Site is a 5x10 service meaning 5 days per week Monday through Friday, 10 Business Hours per day 8:00 am to 6:00 pm with on-site response targeted to be at the End Customer Location within 2-3 business days from the time of dispatch.

If Skyhigh verifies a hardware defect that requires a designated Field Replaceable Component (FRUs), we will endeavor to ship the required part within 1 to 2 business days. Skyhigh will dispatch an authorized technician to the location of the hardware incident with the FRU parts necessary to repair the hardware.

If Skyhigh verifies a hardware defect that requires a Customer Replaceable Unit (see part reference and entitlement section below) the component will be shipped within 1 to 2 business days.

In the event a full box replacement is necessary, Skyhigh will use commercially reasonable efforts to deliver the replacement. Delivery times may vary and are subject to carrier schedules and customs. Additional information may be required from the customer prior to shipping international deliveries.

Part Reference and Entitlement:

CRU: Skyhigh has designated certain components known as Customer Replaceable Units (CRUs). These are often toolless or hot-swappable replacement components for quick appliance repair. CRU items will be shipped as defined by the hardware support level agreement for the associated appliance.

On-Site support options will also ship CRU items under their defined terms Same Day or Next Business Day delivery, respectively.

If the customer has Same Day HW Support, they are entitled to a Skyhigh authorized technician for CRU items, although the requirement for such support is at the customers’ discretion.

FRU: Skyhigh has designated certain components known as Field Replaceable Units (FRUs). These are components that are internal/inside the appliance to be replaced by authorized field technicians. FRU items will be shipped as defined by the hardware support level agreement for the associated appliance.

On-Site support options will also ship FRU items under their defined terms Same Day or Next Business Day delivery, respectively. Customers with Next Business Day or Same Say HW Support are entitled to an on-site authorized technician.

Customer Responsibilities:

To receive services under Skyhigh Hardware Technical Support and Warranty coverage, customers are responsible for the following:

Use of diagnostic tools to assess the hardware issue. Skyhigh in house and appointed technicians may require you to use diagnostic tools specific to your appliance model to troubleshoot the issue and validate the need for replacement. Use of these diagnostic applications is required before a part and / or technician can be dispatched. Their use may also be required during a technician’s visit.
- For additional information on how to obtain and use the system diagnostics, see link below: https://supportm.trellix.com/webcent...nowledgecenter
Unless you have purchased Same Day On-Site support, you are responsible for the replacement of customer replaceable units (CRUs).
A monitor, keyboard, and mouse must be available for connections to the appliance during telephone troubleshooting and On-Site repair.
A backup of all appliance configuration data (as described in the product documentation) must be available.
Skyhigh recommends that you have product identifiable information on hand at the time of any contact with Technical Support. This includes the serial number for the appliance and your entitlement or grant number.
All software re-imaging, upgrading, and patching is the responsibility of the customer.
Preparation of access to secure environment(s) including dark data centers and remote sites, ensure access is enabled in advance to all environments required so troubleshooting can proceed restriction free.