D E T A I L E D

S E R V I C E

D E S C R I P T I O N

Alcatel-Lucent Support Services Network Infrastructure Support Service Pack APAC EMEA LATAM

This document was created for information purposes only; therefore it has no contractual value. For contractual terms, please refer to your Alcatel-Lucent Enterprise Distributorship Agreement.

Alcatel-Lucent Enterprise Services

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Table of Contents
Abstract.......................................................................3 Support Service Pack description .....................................4 Service Fees per Service Category ...................................5
Note: .............................................................................................................................6 Note on Transceivers: ...................................................................................................6

Support Service Pack renewal .........................................7

Renewal after three years ............................................................................................7 On Demand Support .....................................................................................................8

Support Lifecycle ..........................................................8 Support at End of Sales ..................................................8

Note: End of Sales products availability .......................................................................8

End of Sales policy ........................................................9 Hardware Lifetime Warranty (HLW) service .......................9 Software Limited Lifetime Support ...................................9 Further information ..................................................... 10

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Abstract
This document describes the Alcatel-Lucent Enterprise/Network Infrastructure Support Service Pack scheme for Europe, Africa and Middle-East, Asia-Pacific and Latin America countries (excluding North America). In the part Support Service Pack description, you will find details from the Alcatel-Lucent Enterprise Distributorship agreement as far as the service contract is concerned, a table summarizing the type of service orderable for each category of product and the matching percentage of service fees to apply. The next part Support Service Pack renewal develops renewal service fees procedure for expired contracts, what happens with Time and Material in case of no renewal. The last part is focusing on the Support Lifecycle, End of sales policies completed with specific sections relative Hardware Lifetime Warranty services applicable to the stackable product lines.

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Support Service Pack description

Extract from the Distributorship agreement:

For the Level 3 Support provided by Alcatel-Lucent Enterprise hereunder for a three (3) year term following invoice, Business Partner agrees to pay to Alcatel-Lucent Enterprise fees calculated as a percentage of the Net Value of each Contractual Product as detailed here below. Such amount shall be invoiced concurrently with the invoice for the purchase price of the Contractual Product. At the end of the 3 year period, it is the responsibility of the Business Partner to contact AlcatelLucent Enterprise to renew the service fee. In case the Business Partner does not renew service fees, concerned products will no longer be supported by Alcatel-Lucent Enterprise. Upon request of the Business Partner, Alcatel-Lucent Enterprise will make a proposal to renew Level 3 service fees for additional year(s).
Those initial fees are invoiced upfront with the product purchase. It is possible to order more than 3 years default Service Pack up front when ordering products (see page 5). For any inquiry related to services fees, please contact the Alcatel-Lucent Support Center at: Ebg_Global_Supportcenter@alcatel-lucent.com The table in page 4 describes the service fees per Service Category and per type of hardware support services (RTF or AVR).

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Service Fees per Service Category

Table 1 Services Fees per Category and Type of Service

Service Category

Service Fees
Service Description
Hardware Lifetime Warranty service as described in further section Software Limited lifetime support as described in further section Hardware Support Services AVR or RTF Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Hardware Support Services RTF or AVR Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Application software Maintenance Releases and Minor Releases Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Application software Maintenance Releases and Minor Releases Hardware Support Services RTF or AVR Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Operating system software Maintenance Releases, Minor and Major Releases Hardware Support Services RTF or AVR Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Operating system software Maintenance Releases, Minor and Major Releases Hardware Support Services described above Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Operating system software Maintenance Releases, Minor and Major Releases Hardware Lifetime Warranty service as described in further section Hardware Support services RTF or AVR Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Operating system software Maintenance Releases, Minor and Major Releases

Typical products

Return To Factory (RTF)

Advanced Replaceme nt (AVR)

OmniSwitch 6250

0%

(1)

0,5%

10%

12%

Alcatel-Lucent MPLS 7750, 7450, 7710, 7705 and 5620 Alcatel-Lucent 8950 AAA Software Applications (Authentication, Advanced routing...) Network Management (OmniVista) OmniSwitch 10K OmniSwitch 9x00 OmniSwitch 8800 OmniAccess WLAN appliances & switches OmniAccess 7x00 OmniAccess 5510 OmniSwitch 7x00 OmniS/R (OmniS/R-3,5,-9) OmniAccess 6xx VPN Brick Firewall OmniAccess Safeguard OmniAccess 3500 NLG OmniSwitch (Omni-3, Omni-5, Omni9)

20%

(2)

22%

(2)

10%

10%

8%

10%

EOS

6%

7,5%

EOS

4%

5%

OmniSwitch 6450, 6850, 6855, 6400 OmniStack 62xx OmniAccess WLAN (Accessories)

2%

2,5%

(1) Service Category 8 (RTF) - 0% service fee: faulty parts will be shipped in five (5) business days at reception of order with refurbished product.
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(2) Starting from February 2012, the service fees applied to Alcatel-Lucent Enterprise MPLS products have been reduced to 12% for RTF service and 14% for AVR service. To benefit from this reduced service fee, the Business Partner has to log a Special Discount Request (SDR) on the Enterprise Business Portal.

Advanced Replacement (AVR): This service offers to ship the replacement of your faulty
equipment (IP Telephony or Network Infrastructure) within one (1) Business Day from the time Alcatel-Lucent's Support Center receives your eService Request. Transport time is not included in the SLA.

Return to Factory (RTF):

Repair or replacement of faulty parts (IP Telephony or Network

Infrastructure) within ten (10) Business Days. The lead-time period is counted from reception of the faulty part at Alcatel-Lucents warehouse until the date of the day the part leaves the warehouse. Transport time is not included in the SLA.

Not Returned Items (NRI): in the case of AVR or DOA (Dead On Arrival) services, faulty
part(s) must be returned to Local Entry Point within twenty-five (25) Business Days following your reception of the replacement parts from Alcatel-Lucent Enterprise. If such defective part(s) is (are) not returned to the Local Entry Point within such twenty-five (25) Business Days, Alcatel-Lucent Enterprise will invoice a Not Returned Item at the price listed on the current applicable Hardware Support Catalog. Note: Alcatel-Lucent Enterprise reserves the right to modify the price of its Service Packs. Any change will be notified by Alcatel-Lucent Enterprise to the Business Partner via an eFlash and will be published on the Alcatel-Lucent Enterprise Business Portal. In such a case, products purchased by the Business Partner before the change occurs will go on being supported in the same conditions as the valid conditions at the time of the purchase.

Note on Transceivers: Starting February 1st 2012, Alcatel-Lucent Enterprise (A-LE) common transceiver products (SFP) will be handled as accessories within A-LE Data catalogue. Support Service fees will be removed and replaced by an on-demand Repair Service provided to the A-LE customers registered by the Hardware Support department. This Service offer change does not apply to some specific A-LE MAN SFPs and other optical connectors which remain currently in their Service Category (Serv. Cat. 06).

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Support Service Pack renewal

Renewal after three years
The following table gives you the percentages used for Service Pack renewal depending of Service Category and the duration of the renewal. The percentage of service fees is applied on the WPL price. You will be required to open an eSR for individual quotation.
Table 2.1 Services Renewals Rates (RTF)

Return To Factory (RTF) Service Category 8 7 6 5 4 3 2 1

year +1y NA 5% 10% 5% 4% 3% 2% 1% +2y NA 7,5% 15% 7.5% 6% 4.5% 3% 1.5% +3y NA 10% 20% 10% 8% 6% 4% 2% +4y NA 13% 26% 13% 10.5% 7.5% 5% 2.5% +5y NA 15,5% 30% 15.5% 12.75% 8.5% 6% 3%

Table 2.2 - Services Renewals Rates (AVR)

Advanced Replacement (AVR) Service Category 8 7 6 5 4 3 2 1

year +1y 0.5% 6% 11% 6.25% 5% 3.75% 2.5% 1.25% +2y 0.75% 9% 16.5% 7.5% 7.5% 5.5% 3.75% 1.9% +3y 1% 12% 22% 10% 10% 7.5% 5% 2.5% +4y 1.25% 15,5% 28.5% 13% 13% 9.75% 6.5% 3.25% +5y 1.5% 18% 33% 15.5% 15.5% 11.75% 7.75% 3.75%

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On Demand Support
If the Business Partner decides not to renew the Service Pack on its installed base (or part of it) after the initial 3 years period, Support Service Requests (SRs) will be charged at the following conditions: Hardware replacement
RTF: maximum 37,5% WPL with no Hardware Support discount AVR: maximum 56,25% WPL with no Hardware Support discount

Software upgrade
Technology upgrade 1000 per switch Feature upgrade 500 per switch Maintenance upgrade 100 per switch

Support Lifecycle

Alcatel-Lucent provides hardware and software support on its Network Infrastructure products for 3 (three) years according to the RTF or AVR service contract chosen at the initial date of purchase. After the first period of 3 years, service contracts can be renewed on a yearly basis. After product End of Sales (EoS), Alcatel-Lucent commits to providing support according to the following:

Support at End of Sales

following policy:

The product is hardware and software supported for a limited period of time defined by the Hardware support for up to five (5) years after product End of Sales (EoS) announcement as long as AVR or RTF service contract are renewed No new minor or major software releases will be made available for a product once it is announced as EoS Software support for an EoS product continues until the later of the following: Two years from the date of last software release for this EoS product (two (2) years window starts on date of EoS announcement). The expiration of the term of any valid software support agreements with current customers of the EoS product. The support is then limited to those customers. Upon the expiration of such period, Alcatel-Lucent will no longer provide software support.

Note: End of Sales products availability Please note that availability of EoS products cannot be guaranteed. Appropriate forecasts are required. Bundles and upgrades that have been discontinued cannot be ordered any longer.

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End of Sales policy

of Sales).

A six month EOS notice (End of Sales announcement) is given prior to discontinuation of a product by eFlash and in the Price List discontinued. A discontinued product is also referred to as EoS (End

Hardware Lifetime Warranty (HLW) service

covers the Hardware part of the following Products:

This Hardware Lifetime Warranty support service concerns Alcatel-Lucent OmniSwitch 6XXX series (refer to eFlash EF_Service_053_EN_130911 for information on process). Since February 2012, it OmniSwitch 6250, OmniSwitch 6400, OmniSwitch 6450, OmniSwitch 6800 OmniSwitch 6850, OmniSwitch 6850E, OmniSwitch 6855, OmniSwitch 6900 Some Aruba wireless access points such as OAW RAP5, OAW-AP92, OAW-AP93/IAP93, OAS-IAP105

including Alcatel-Lucent branded power supplies for the above Products. It may evolve with A-LE new products commercial releases. The Hardware Lifetime Warranty is a repair service offered to the end customer directly by AlcatelLucent, on a Return-To-Factory (RTF) basis, on the hardware part of the product. The Hardware Lifetime Warranty will benefit only to the initial end customer owner of the product up to five (5) years after such product end-of-sales has been declared by Alcatel-Lucent. The end customer will support the inbound transportation costs (DAP ICC INCOTERMS 2010) to the designated Alcatel-Lucent Entry Point. Alcatel-Lucent will support the repair and return transportation costs to the end customer designated point. Alcatel-Lucent will repair the hardware part of the returned product within ten (10) days on a commercially reasonable effort basis. Note: Hardware Lifetime Warranty does not cover transceivers and other products.

Software Limited Lifetime Support

years after product End of Sales (EoS) announcement.

This service applies to Alcatel-Lucent OmniSwitch 6250 series (Service Category 8). Limited to the original product owner or/and registered end-user, this service will be provided for up to two (2)

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This service includes: Level 3 technical support to appropriately certified personnel Web and phone access to Support Services Remote diagnosis Operating system software Maintenance, Minor and Major releases

Further information
Please visit our Enterprise Business Portal at https://businessportal.alcatel-lucent.com For any question about the Support Services offer, contact the Support Services team by email to: Support-services@alcatel-lucent.com

www.alcatel-lucent.com
Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright 2012 Alcatel-Lucent. All rights reserved. April 2012

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