Deltapath 支援方案

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方案
支援範圍 Ultimate Protection Plus Ultimate Protection Care Select Plus Care Select Care
A. 現場緊急支援 4個工時 4個工時 不適用 不適用 不適用
B. 遠端技術支援和維護 24 x 7 8 x 5 24 x 7 8 x 5 8 x 5
C. 遠端諮詢 8 x 5 8 x 5 8 x 5 8 x 5 不適用
D. 遠端管理 8 x 5 8 x 5 8 x 5 8 x 5 不適用
E. 軟體升級 18 x 5 18 x 5 18 x 5 18 x 5 8 x 5
F. 進階硬體更換 8 x 5 x 4 8 x 5 x 4 8 x 5 x NBD 8 x 5 x NBD 不適用
G. 電湧保護 8 x 5 x NBD 8 x 5 x NBD 8 x 5 x NBD 8 x 5 x NBD 8 x 5 x NBD
H. 系統監控 24 x 7 24 x 7 24 x 7 24 x 7 24 x 7
I. 主動警示 8 x 5 8 x 5 8 x 5 8 x 5 8 x 5


備注:NBD 指下一個營業日

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支援範圍 說明
A. 現場緊急支援 如果故障不能遠端解決,Deltapath 將派遣現場工程師即場解決問題。
*僅限於部分地理區域
B. 遠端技術支援和維護 無限產品故障排除及疑難排解。
*本地8 x 5服務時間以外的支援服務將以英語提供
C. 遠端諮詢 提供一般可用性或軟體應用程式特定的問題,並隔離導致配置錯誤的技術問題。每個地點每年與遠端管理共享10個服務要求(每個服務要求30分鐘)。
D. 遠端管理 每個地點每年與遠端諮詢共享10個服務要求(每個服務要求30分鐘)。根據客戶的要求執行添加/移動/更改管理任務。
E. 軟體升級 Deltapath 管理的軟體和韌體升級。升級計劃、實施和升級後測試。
F. 進階硬體更換 沒有限制。當 Deltapath 確認硬體故障時,提前獲得替換硬體。
G. 電湧保護 若安裝了合格的電氣及電話線路保護器仍受到照明或電湧所致的硬體損害,將得到賠償。
H. 系統監控 自動收集系統事件和警報並透過指定電子郵件地址通知客戶。
I. 主動警示 分析和解決系統生成的警報。

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服務時間 說明
8 x 5 UTC -8 星期一至五 09:00-18:00,美國國定假日除外
UTC +8 星期一至五 09:00-18:00,香港公眾假期除外
UTC +9 星期一至五 09:00-18:00,日本國定假日除外
18 x 5 ** UTC 星期一 01:00-10:00;16:00-23:59
星期二至五 00:00-10:00;16:00-23:59
星期六 00:00-01:00
24 x 7 UTC 星期一至日 00:00-23:59
下一個營業日 在下一個營業日發貨或提供零件
* 僅限於部分地理區域


* 詳情請聯絡 Deltapath 專業服務團隊
** 美國、日本國定假日和香港公眾假期除外

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