Service Options

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Egenera’s Support Services was designed to deliver the benefits of the large companies we compete with but retain the small  company principals that today’s enterprise IT groups desire.

Instead of creating a “menu” like series of support options that make it very easy for a customer to end up with a contract that does not cover enough or includes things they never use. Our contracts are lean; including only the remote support, common service levels, core software subscriptions, and advanced part exchange needed. Your account team will work with you to build the contract you require to appropriately support your users and there will be no additional charges for remedial support no matter how many cases you have or how often your upgrade. No need for checking market values on precious metals before buying support from Egenera.

In contrast to the simplicity of the contract itself the benefits provided are substantial. Our 24x7 tech support group is augmented by a call home monitoring system that has been designed into the products since their first generation. Our support system is not integrated with the web, it was built for it. As a collaborative online application and has user customizable notifications so clients can receive or send case notes online, via email, or on their cell phone. Beyond traditional tech support Egenera also provides preventative care via the monitoring system and other channels such as training, healthcheck tools, and assigned technical account managers.

Perhaps the most significant differentiator found in Egenera support is the high frequency high value contact principal it was founded on. Unlike other companies that offer similar benefits Egenera delivers these from a single organization that is setup to ensure continuity and highly personalized service. Technical account managers monitor your open cases actively not just when you call them injecting their knowledge of your environment into tickets to ensure the most efficient resolution possible. Your TAM also is a key player in pro-active efforts from simple actions like ticket reviews and notifying you about patches that matter to you; to less common items like planning major upgrades. This principal also has significant effect on the support engineers resolving your tickets. Every Egenera engineer is regularly rotated through field groups like professional services to keep them close to the real world problems customers are trying to solve with Egenera products. This ensures that even the very first person you interact with when you pick up the phone or log a ticket is an expert in our technology and the application of it. No scripted questions or triage group to deal with before you talk to someone who can solve your problem.

Finally there is the factor of experience. Although competitors my have been in business longer nobody has more experience supporting virtualized platforms than Egenera who has been doing it for 7 years. We know that by removing so many day to day complexities from data center management results in a environment that is complicated to troubleshoot and highly visible in the rare cases something does go wrong. Our support group is architected to handle these circumstances efficiently often troubleshooting not only our products but the storage it integrates with or operating systems and services it is hosting in order to get you back into full production as quickly as possible. We expect for customers to contact us first with most problems support will help you sort out where the problem is solve it or define it before having you get involved other vendors. As the clear innovator in datacenter virtualization we have learned that this approach is not a nice to have in a virtualized environment but a requirement; how many of your other vendors that are introducing virtualization products approach support like that?

Egenera provides simple to utilize world class support benefits with the high quality personalized interaction customers want and we have been supporting virtualized products longer than any of our competitors. We are confident that this is why we are the continually ranked amongst the best support providers by our customers year after year.

Service Comparison Matrix

The following chart compares the major features for all of our software and hardware support programs

NBH -- Requests received during Normal Business Hours
ABH -- Requests received After Business Hours
N/A -- Not Applicable
Additional Cost – Services can be provided based as a time and expense engagement
Advanced Exchange – An Egenera owned spare is shipped to the customer according to the SLA so that a failed part can be replaced before it is de-installed to minimize potential outage.  Replacement parts do not become customer property until the defective part is received by Egenera, prior to that customer is responsible for the return or purchase of Egenera spare within 30 days.
Initial Installation – Refers to the act of first assembling, testing, and configuring the core Egenera products.  It does not refer to implementing the customer’s specific environment.
Upgrade Installation – Refers to the resources required to install any enhancements to the existing Egenera products.  For hardware these are separately purchased parts.  For software upgrades are major releases indicated by a increment in the whole number or first decimal (i.e. PAN 4.0 is a upgrade to PAN 3.2 or below and PAN 5.1 is a upgrade to PAN 5.0 or lower).
Patch Installation – Refers to the resources required to install any software releases that provide fixes to known bugs these packages are identified by increments in decimal places beyond the first.
** Timing represents a minimal committed SLA from time Egenera establishes need but exact date and time of dispatch depends on customer’s ability to consume those services.
*** Timing represents a minimal committed SLA for needs identified by Egenera prior to 5PM EST but exact date and time of dispatch depends on customer’s ability to consume those services.
** pBlades Only

All Egenera service contracts are charged on an annual pre-paid basis.  Services can be upgrading or changed within a contract or during a renewal upon written notice however certain additional charges may apply.  Re-instating service after coverage has lapsed is subject to a fee.