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Cubix Corporation's Service Offerings for Compuware's Managed Service Providers (MSPs)The following lists of services are defined as guidelines for general customer application. The specific list of terms, conditions and prices will vary depending on the Scope of Project requirements. Please call Cubix for pricing. A - Factory ServicesPreconfigured Probes / Probe ManagersTo speed deployment efforts, Vantage probes can be dropped shipped from the Cubix factory "Plug-and-play" configuration is accomplished with field information from the Compuware SE or Managed Service Provider, who provides the Cubix factory with a Network Properties Reference number that contains the Host Name, IP address, Subnet Mask, Gateway IP address, DNS Primary and DNS alternate information for each Probe. Deployment DocumentationA master set of documentation is created at the Cubix factory that includes every probe configuration in the project. The master set of documentation contains the unit serial number, operating system revision, service pack additions, Vantage programs, adapter drivers, hardware drivers and a complete listing of how each probe was configured at the factory. Also included in the documentation is a DVD for image restoration to the factory default settings. This exhaustive documentation is done for benefit of four entities: Cubix technical services, Compuware technical services, Managed Service Provider technical services and the end user customer so that all parties know the precise assets deployed on the wide area network. Archived Image ConfigurationsBecause of logistical coordination in large corporations with many geographical locations, NetworkVantage deployment is often scheduled over long periods of time - sometimes 6 months or longer. In that event, if desired, the Cubix factory archives the customer's images so that deployment is consistent from site to site over the deployment period, reducing iterations in training materials, field-testing, support issues, and other logistical overheads. Corporate Specific StandardsIn some cases, additional software such as virus protection, management agents, or "push" software must be added to the baseline image that Cubix creates to meet corporate specific deliverables. As the Cubix probe hardware is completely Intel and Microsoft Windows compatible, customer specific standards software may be added to the baseline deliverable. Cubix Systems Engineers typically work with the customer's Quality Assurance team to define the baseline image, to re-define the baseline image with customer specific additions, and to jointly QA the modified image before field deployment. The QA'd image then is archived by Cubix as the approved deliverable by the customer for subsequent orders and for any failed probes that need to be restored. This service is offered on a one-time only basis at project inception. For continuous maintenance of the new baseline images, please see B: SOFTWARE MAINTENANCE SERVICE, below. B - Software Maintenance ServicesAt time of project deployment, Cubix creates production baseline software images for the Probe Manager and the different types of probes to be used in the project. Those image definitions are frozen, archived, and specified as the production releases. In the event of a failure of a probe in the field, those production release images are used in the Field Replacement Units (FRUs). Cubix offers a software maintenance service to the Managed Service Providers to offer to their customers that is tied to the Compuware Network Vantage software release schedule. When significant patch fixes or updates occur at the OS or application level, Cubix builds a new image that incorporates the latest Vantage application code, patches, and updates; the latest operating systems patches and updates; the latest adapter driver patches and updates; and the latest CubixVision remote management patches and updates. This interim release is then sent to the Managed Service Provider for QA approval. (Note: The MSP must have a core set of equipment to pre-stage and quality-assure releases before deploying the releases into production environments.) After the MSP and customer grant approval, a new production baseline image is created for the customer. That new baseline image is sent to the customer so that the customer can update the field installations. Cubix then freezes, archives, and specifies that image as the production release for new orders or for FRU service. C - Installation Training and Support TrainingCubix offers the Managed Service Provider a two-day on-site course that covers the following topics: overview of probe hardware configurations and general system operation; overview of directory structures and Vantage image definitions; installation of Vantage probes to the point of network connection; troubleshooting problems to identify if the source of the problem is network, Compuware or Cubix generated; procedures for restoring services after failure; managing hardware remotely using CubixVision and deployment solution software D - Primary Depot Service (USA Deployments)Cubix offers a Primary Depot service for USA deployments at Cubix headquarters in Carson City, NV, USA. As the Primary Depot, Cubix creates a storehouse that has a core set of pre-built and pre-tested Field Replaceable Units (FRUs). The Primary Depot would contain one preconfigured FRU for each type of solution germane to the project, plus a few critical hardware components such as power supplies and fans. As an example, the Primary Depot stock might consist of one of each of the following: Probe Manager, T-1 Probe, HSSI probe, etc. If there is a disproportionate number of a particular probe type installed in the region (i.e. 100 T-1 probes), the number of T-1 FRUs at the primary depot should increase proportionately. To be cost-effective, the commitment to FRU inventory at the Depots is entirely dependent on the number of units sold into the territory. The MSP or end user purchases the number and types of their desired FRUs from Cubix; Cubix manages the inventory based on the level of services purchased by MSP or end user. The objective of the primary depot is to have rapid replacement of FRUs on hand to guarantee Service Level Agreements (SLAs). SLAs are jeopardized by distance (transit time) and freight hops (from factory to depot to customer). By deploying FRUs from the Primary Depot, SLA response time can be shortened and made predictable. The key administrative issue with FRU replacement is that the deliverables must be standardized to specific configurations that can be replaced with fit, form and function configurations. Over time, the deliverable definitions need to be determined on a customer and project basis. The Managed Service Provider purchases and owns the FRU inventory residing in the Primary Depot. Field Replacement Unit ServicePricing for Field Replacement Unit (FRU) Service is based
on the number of units in the project (please refer to the number of units cited
on specific Cubix Quotations and specific dates). During the term of the product warranty, the pricing for
the FRUSERVICE-xx part number covers the following: Expedited factory response time
The goal is to dispatch the Field Replacement Unit the same
day, provided that Cubix RMA procedures are adhered to by the customer, and the
FRU destination information is received by Cubix Technical Services prior to
noon Pacific Standard Time. FRU
Service is available during normal Cubix working hours Monday-Friday 8am to 5 pm
PST. Freight
FRUs will be sent for next day delivery via Federal Express
in the USA Site Configuration
Field Replacement Units will be configured with Network Properties site information if possible. This may of may not be part of the deliverable (subject to the end user’s project parameters and to the end user’s ability and diligence in keeping Cubix’s service database up-to-date with current information). Field Replacement Procedure The purpose in setting up Cubix as the Primary Depot is to provide responsive customer service and to alleviate the sense of urgency in dealing with a specific failed component. As items are defined at FRU levels, the module to be replaced by the depot is complete - servicing is not required to the memory, hard drive, or adapter level. If a Probe has failed, replace the entire Probe from the Depot with a preconfigured replacement to restore the service. The procedure is straightforward.
E - Secondary Depot Service (USA Deployments)The Managed Service Provider may choose to provide the Primary Depot Service on its own. If so, a secondary depot is established at Cubix headquarters in Carson City, Nv. USA. The Secondary Depot mirrors the core FRU make-up of the Primary Depot(s). The objective of the Secondary Depot is to have a rapid replacement of FRUs as warranty service items. These FRUs would be dispatched from the Secondary Depot to the Primary Depot to replenish failed FRUs. The MSP purchases and owns the FRU inventory residing in the Secondary Depot. Field Replacement Unit ServicePricing for Field Replacement Unit (FRU) Service is based
on the number of units in the project (please refer to the number of units cited
on specific Cubix Quotations and specific dates). During the term of the product warranty, the pricing for
the FRUSERVICE-xx part number covers the following: Expedited factory response time
The goal is to dispatch the Field Replacement Unit the same
day, provided that Cubix RMA procedures are adhered to by the customer, and the
FRU destination information is received by Cubix Technical Services prior to
noon Pacific Standard Time. FRU
Service is available during normal Cubix working hours Monday-Friday 8am to 5 pm
PST. Freight
FRUs will be sent for next day delivery via Federal Express
in the USA Site Configuration
Field Replacement Units will be configured with Network Properties site information if possible. This may of may not be part of the deliverable (subject to the end user’s project parameters and to the end user’s ability and diligence in keeping Cubix’s service database up-to-date with current information). Field Replacement Procedure The purpose in setting up Primary and Secondary Depots is to provide responsive customer service and to alleviate the sense of urgency in dealing with a specific failed component. As items are defined at FRU levels, the module to be replaced by the depot is complete - servicing is not required to the memory, hard drive, or adapter level. If a Probe has failed, replace the entire Probe from the Depot with a preconfigured replacement to restore the service. The procedure is straightforward.
F - Primary Depot Service (International Deployments)For international deployments, the MSP takes on the role of the Primary Depot. The Primary Depot is an in country (or on continent) storehouse that has a core set of pre-built and pre-tested Field Replaceable Units (FRUs). The Primary Depot would contain one preconfigured FRU for each type of solution germane to the project, plus a few critical hardware components such as power supplies and fans. As an example, the Primary Depot stock might consist of one of each of the following: Probe Manager, T-1 Probe, HSSI probe, etc. If there is a disproportionate number of a particular probe type installed in the region (i.e. 100 T-1 probes), the number of T-1 FRUs at the primary depot should increase proportionately. To be cost-effective, the commitment to FRU inventory at the Depots is entirely dependent on the number of units sold into the territory. The MSP or end user purchases the number and types of their desired FRUs from Cubix; Cubix manages the inventory based on the level of services purchased by MSP or end user. The objective of the primary depot is to have rapid replacement of FRUs on hand to guarantee Service Level Agreements (SLAs). SLAs are jeopardized by distance (transit time), customs (administrative processing time) and freight hops (from factory to depot to customer). By deploying FRUs from the Primary Depot, SLA response time can be shortened and made predictable. The key administrative issue with FRU replacement is that the deliverables must be standardized to specific configurations that can be replaced with fit, form and function configurations. Over time, the deliverable definitions need to be determined on a customer and project basis. In international deployments, the Managed Service Provider may establish multiple Primary Depots depending on the concentration of sales in territory, all supported by a Cubix Secondary Depot (see below). The Managed Service Provider purchases and owns the FRU inventory residing in the Primary Depot. G - Secondary Depot Service (International Deployments)For international deployments, a secondary depot is established at Cubix headquarters in Carson City, Nv. USA. The Secondary Depot mirrors the core FRU make-up of the Primary Depot(s). The objective of the Secondary Depot is to have a rapid replacement of FRUs as warranty service items. These FRUs would be dispatched from the Secondary Depot to the Primary Depot to replenish failed FRUs. Cubix owns the Secondary Depot FRU inventory, with the exception of any specialized 3rd party products that are needed to provide a complete FRU. Examples of 3rd party products include adapter kits and taps. Field Replacement Unit ServicePricing for Field Replacement Unit (FRU) Service is based
on the number of units in the project (please refer to the number of units cited
on specific Cubix Quotations and specific dates). During the term of the product warranty, the pricing for
the FRUSERVICE-xx part number covers the following: Expedited factory response time
The goal is to dispatch the Field Replacement Unit the same
day, provided that Cubix RMA procedures are adhered to by the customer, and the
FRU destination information is received by Cubix Technical Services prior to
noon Pacific Standard Time. FRU
Service is available during normal Cubix working hours Monday-Friday 8am to 5 pm
PST. Freight
FRUs will be sent for next day delivery via Federal Express
in the USA Site Configuration
Field Replacement Units will be configured with Network Properties site information if possible. This may of may not be part of the deliverable (subject to the end user’s project parameters and to the end user’s ability and diligence in keeping Cubix’s service database up-to-date with current information). Field Replacement Procedure The purpose in setting up Primary and Secondary Depots is to provide responsive customer service and to alleviate the sense of urgency in dealing with a specific failed component. As items are defined at FRU levels, the module to be replaced by the depot is complete - servicing is not required to the memory, hard drive, or adapter level. If a Probe has failed, replace the entire Probe from the Depot with a preconfigured replacement to restore the service.
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