Support for Original Equipment Manufacturers (OEMs) - FalconStor

Support for Original Equipment Manufacturers (OEMs)This document describes terms and conditions for Level 3 support provided to OEMs by FalconStor Premium SupportEngineers (PSE). Once a problem is escalated by the OEM to Level 3, FalconStor is responsible for resolution and willutilize commercially reasonable resources to resolve the problem.Exceptions> > FalconStor Technical Support willaccept calls for technical assistanceonly from Level 2 engineers whohave completed FalconStor trainingor a partner training program that iscertified by FalconStor.> > Level 3 support does not includedeployment support including, butnot limited to, installation/reinstallation/deployment ofhardware, troubleshooting SAN or IPnetwork environments, installingLinux or Linux kernels, SAN switchingzone preparation and configuration,SAN connection preparation andtroubleshooting, IP connection andtroubleshooting, storage connectionpreparation and troubleshooting, orinstalling software not supplied byFalconStor (such as a backup packageor SNMP package). Deploymentsupport is available at currentFalconStor Professional Services rates.Contacting Technical SupportAmericasStandard Support: 9am-6pm ET, except weekends and major US holidaysGold Support: 24x7x365> > Web: https://fscs.falconstor.com> > Phone: 631 777 3332> > Fax: 631 501 7633Europe, the Middle East, and Africa (EMEA)Standard Support: 9am-6pm GMT+1, except weekends and French national holidaysGold Support: 24x7x365> > Web: https://fscs.falconstor.com> > Phone: +33 820 399 866Asia Pacific (APAC)Standard Support: 9am-6pm GMT +8, except weekends and holidaysGold Support: 24x7x365> > Web: https://fscs.falconstor.com> > Phone: +886 4 2258 6118> > Fax: +886 4 2259 1768When you contact FalconStor Technical Support be prepared to provide the following:> > Company name, phone, and email address> > Customer ID> > Site where problem has occurred> > FalconStor software product(s): version and build numbers, stage of deployment> > Network environment (iSCSI/IP or Fibre Channel)> > Issue description: area, symptoms, start/end date/time, names of server/client machines> > Issue characteristics: frequency, trigger, extent, history> > Impact assessment: current condition, functional impact, urgency> > Error message(s)> > Copy of the X-ray(s)> > Steps taken to troubleshoot the case so farIf you leave a voicemail message, be sure to include:> > Your name> > Your company name> > Brief description of the issue> > Preferred contact method and contact informationFor hardware support, also provide:> > Model number> > Serial number

OEM Service and SupportThe OEM is responsible for working directly with end users;FalconStor Support works directly with the OEM, as necessary. TheOEM represents and warrants that it is experienced in, capable of,and staffed to provide Level 1 and Level 2 support as definedbelow. FalconStor offers training programs to assist in attaining thislevel of expertise on FalconStor products.Level 1 SupportLevel 1 support is first-line, direct-end-user contact, most likely viaa telephone call-handling group provided by the OEM. Level 1support includes:> > First contact, direct end-user interaction.> > Information collection and analysis.> > Identifies whether the problem is known and has a known solution.> > Troubleshooting and problem reproduction.> > Problem report administration and tracking.The parties agree that end users shall not have the right to contactFalconStor directly for questions related to FalconStor products.Level 2 SupportLevel 2 support serves as the escalation point for Level 1 andconsists of “technical support” provided by OEM personnel who areexperts in the applicable FalconStor product. Level 2 supportpersonnel are expected to resolve all known problems, installationand configuration issues; they search the FalconStor web site forposted technical notes and other information that can assist inproblem resolution. All pertinent data is entered in the OEM’sproblem-tracking database.If a Level 2 analyst is unable to resolve a problem due to lack ofexpertise, unavailability of relevant troubleshooting data, orexpiration of the allotted Level 2 resolution time, a Level 2 analystmay escalate the problem to Level 3 for resolution. Level 2 OEMpersonnel work with FalconStor Level 3 personnel to accomplish aresolution, and then communicate all resolutions to the end user.Escalation requests are presented to FalconStor Support in the formof problem-tracking information that includes details of allpertinent configuration, failure information, and symptoms.In an effort to maintain an efficient support organization and atimely exchange of information, the OEM will limit the number ofLevel 2 support personnel authorized to contact FalconStor (Level3) to five, and will ensure that these personnel have completed aFalconStor-certified training program. The OEM will list these fiveindividuals on the last page of this document and convey thisinformation to FalconStor, which will not accept support calls fromany other individuals. It is the OEM’s responsibility to update this listas necessary.FalconStor Software SupportFalconStor will provide engineering-level support to the OEMengineering staff as needed to isolate the cause of a problem, makebug fixes to FalconStor-supplied code, and to produce the objectcode required by the OEM to support and update FalconStorproducts.How to Request SupportAuthorized Level 2 analysts should contact FalconStor by phone oronline. Typically, use phone support to escalate calls that areclassified as Priority 1 and Priority 2 (refer to the Response Time Grid).Open a support ticket online for problems that are classified asPriority 3 and below or for Requests for Enhancement, providing theCustomer ID. A confirmation email will be sent to the OEM.> > Standard SupportLive support: From 9am to 6pm (local time), except weekendsand holidays. FalconStor will respond to tickets opened online nolater than the second business day after tickets are opened.> > Gold SupportLive support: 24x7x365. FalconStor will respond to tickets openedonline within 24 hours.>After-hours support: Outside of 9am to 6 pm (local time) onbusiness days, support is provided via live answering service.FalconStor Customer Support PortalVisit the FalconStor Customer Support portal (https://fscs.falconstor.com)to request access using the Request Account link.DashboardThe Dashboard tab provides links to frequently used portal features:> > Create support tickets and review status and details of opentickets.> > Search the Knowledge Base or read the most recently posted articles.> > View up-to-the-minute information about new updates and releases.> > Download the latest builds and patches for your installed products.> > View the list of current account administrators.AccountAs a prerequisite to creating support tickets, use the Create Site linkto create a site entry for each customer site at which FalconStorproducts have been deployed. For each site, use the CreateConfiguration link to specify each product configured at the site.Support TicketsThe Support tab lists all open tickets for the account. View ticket statusand add additional information/files or export ticket information to adownloadable file. Attach supporting documents, screenshots, orX-rays to the ticket or upload to your ftp site for FalconStor to retrieve.FalconStor Knowledge BaseDesigned to be the first step in customer and partner support, theKnowledge Base is a repository of helpful technical documents thatprovide 24x7x365 online technical support.The Knowledge Base captures years’ worth of technical expertisefrom FalconStor developers, engineers, and consultants. Topicsrange from product architecture to project implementation:> > Product how-to guides.> > Troubleshooting instructions.> > Tech Bits - technical descriptions of features, designs, methods, etc.> > Frequently asked questions (FAQs).> > Tech Alerts in real time for FalconStor and related products.2

FalconStor/OEM Joint ResponsibilityFalconStor and the OEM will establish contacts in order to reportproblems, track status, exchange technical information, track buildrequirements, make bug fixes, and coordinate the transfer ofsoftware files.FalconStor will assign development engineers as required toresolve all OEM System Problem Reports (SPRs) and provideengineering-level support to the OEM engineering staff.The OEM will authorize specific members of their engineering staffto have engineering-level contact with the designated FalconStorengineer. OEM contacts do not contact FalconStor engineering staffdirectly; problem reports are submitted and problem status isreceived via the FalconStor Customer Support Portal or throughdirect communication from FalconStor Technical Support.DefinitionsTechnical Support Representative (TSR): The first-line technicalsupport representative who enters the customer case into theFalconStor system and provides the customer with a ticket number.Bug Resolution: An analysis of the problem has been performedand determined to be a FalconStor problem, the area of the systemcausing the problem is identified, and it is possible to estimate theeffort required to fix the problem.Bug Fix: The problem has been fixed, incorporated into an engineeringbuild, and is ready for FalconStor Quality Assurance to verify the fix.Problem EscalationIf the FalconStor Technical Support group determines that it isunable to resolve the problem with its own resources, it willescalate the problem to the appropriate personnel.In those cases where FalconStor personnel are required to makedirect telephone or field contact with a customer of the OEM toobtain problem information, the OEM will designate a customerrepresentative to be present during customer contact.In those cases where the OEM requires on-site assistance to install,set up, resolve operational issues, or obtain necessary diagnosticinformation in order to solve a problem, FalconStor will provide theservices of a field applications engineer or product developmentengineer, as determined by FalconStor, for that purpose. If it isdetermined that the cause of the problem is not due to a defect inthe FalconStor-supplied product, the OEM will reimburse FalconStorfor time and materials at the then-standard FalconStor rate, plusreasonable expenses for transportation, meals, and lodging.Designated OEM support contact personnel can contact FalconStorsupport contacts at any time for an update on defect/enhancementrequests.Priority Levels/Response Time GridPriorityLevelDefinitionInitial Responsefrom a TSRCase Status UpdateFrequencyDefect/Enhancement RequestStatus Update Frequency1 A production system is down or severelyimpacted because of a FalconStorSoftware product.2 Customer has a serious issue with afeature necessary to its work for which ithas discovered no work-around andwhich completely prevents the featurefrom being used.1 hour As status changes or daily Daily2 hours As status changes or daily As status changes3 Customer has one of these:- a serious issue with a feature for which awork-around exists- a minor issue with a feature for whichno work-around exists- a critical usage question.4 hours As status changes or every3 daysWithin 24 hours of statuschange4 Customer has one of these:- a minor issue with a feature for which awork-around exists- a usage question- high-priority enhancement request.5 Customer has a minor question, issue, orenhancement request.4 hours As status changes Within 24 hours of statuschange1 business day As status changes Within 24 hours of statuschange3

Technical Support ContactsOEMTechnical Support Contact #1FalconStor SoftwarePrimary Support ContactCompany: ____________________Name:____________________Name:____________________Phone:____________________Phone:____________________Email:____________________Email:____________________Secondary Support ContactTechnical Support Contact #2Company: ____________________Name:Phone:________________________________________Name:____________________Email:____________________Phone:____________________Email:____________________Technical Support Contact #3Company: ____________________Name:Phone:Email:____________________________________________________________Technical Support Contact #4Company: ____________________Name:Phone:Email:____________________________________________________________Technical Support Contact #5Company: ____________________Name:Phone:Email:____________________________________________________________Corporate HeadquartersUSA>1 631 777 5188>salesinfo@falconstor.comEuropean HeadquartersFrance>+33 1 39 23 95 50 >salesemea@falconstor.comAsia-Pacific HeadquartersTaiwan>+886 4 2259 1868>salesasia@falconstor.comInformation in this document is provided “AS IS” without warranty of any kind, and is subject to change without notice by FalconStor, which assumes no responsibilityfor any errors or claims herein. Copyright © 2010 FalconStor Software. All Rights Reserved. FalconStor Software, FalconStor, TOTALLY Open, IPStor, and their respectivelogos are trademarks or registered trademarks of FalconStor Software, Inc. in the United States and other countries. All other company and product names containedherein are or may be trademarks of the respective holder. OEMTSP1006224