GOLD

Our Gold Service Plan is targeted for those customers requiring a higher level of direct support from SAN Solutions. It provides for Remote Support similar to the Silver plan, but also includes a regularly scheduled remote system check, on-site emergency service, and advance exchange product replacement with a response time of two business days (when possible).

SAN Solutions Gold support supplements the support offered by the product vendors in
order to cover the complete system infrastructure. SAN Solutions’ vendors, if covered by
their support agreements, will provide break-fix support and periodic software and
firmware updates for their products. SAN Solutions’ Gold Support is a mid-level support
package with the intent to effectively minimize any downtime or inconveniences caused
by system level issues and to provide customer assistance and support when upgrades and changes to the infrastructure are required.

SAN Solutions Gold support covers:

1. System and device level help desk with telephone and email support.
2. System and device level on-site troubleshooting support.
3. Preventive maintenance including initial health check with quarterly reviews.
4. System level training for new IT staff members.
5. Remote access troubleshooting for expedited problem resolution where infrastructure     supports VPN and remote access.
6. Qualifying vendor software and firmware updates to assure continued system level     compatible within the infrastructure.
7. Installation, or coordinated vendor installation, of new software or firmware updates     followed by system verification.
8. Manage vendor support agreements. Coordinate and expedite vendor level break-fix     support. Provide customer any vendor product alerts or other product notifications.
9. Implement system configuration changes to meet changing system requirements where     possible. Recommend system upgrades as needed.
10. Maintain system configuration documentation.
11. StorNext System Level Tuning is Included.