The following table outlines a number of the Fujitsu Support package options that are available:
| Package |
On Demand Support |
Subscription Support |
| Services |
Emergency |
Prepaid On Demand |
Premium |
| Hours per Quarter |
N/A |
N/A |
20 |
8 AM to 8 PM
Mon - Fri |
Yes |
Yes |
Yes |
| 24 x 7 x 365 |
No |
No |
Yes (Tailored package only) |
| Region |
International |
International |
International |
| Extras |
|
|
Free Performance Tuning Consultancy Package (8 hours) |
| Guaranteed Response Time |
3 hours |
3 hours |
2 hours |
The FSP team will advise customers when requests for assistance of a consultative nature are made. These fall outside of the FSP support model and can be addressed separately through an appropriate form of consultative engagement.
The FSP support hotline number is: 1800 009 279
The FSP support email address is: postgreSQLSupport@fast.fujitsu.com.au
General terms which apply include:
- Subscriptions are for a quarterly period minimum.
- Support hours are calculated based on 15 minute boundaries.
- All support (on-site support considered separate) provided via phone, email and web.
- Linux (Red Hat Enterprise Linux, Suse, Debian) and Solaris are the only currently supported platforms. Check with the FSP team for specifc versions supported.
- Enterprise-wide agreements are available as a tailored option.
- Free Performance tuning is a once-per customer arrangement.
- Exceeding the hours per quarter allotment triggers payment at 80% of the On Demand support rate.
- Prepaid On Demand Support expires after 240 days.
- On-site Support can be arranged but may incurr additional charges.
- The minimum pre paid support purchase is 5 hours.
A full set of the terms and conditions which apply to FSP support package(s) are outlined in the FSP standard support contract document.
