PLATINUM

Our Platinum Service Plan is targeted for customers with mission-critical requirements. It includes all of the service features provided in the Gold Service Plan, plus priority call handling and case management, advance exchange with next business day product replacement response time, constant remote system connectivity (with customer approval), system alerts monitoring and event notification.

Platinum customers also receive on-site technical support as required to resolve any issues, including an annual on-site system audit, annual software updates and a annual preventative maintenance visit. Platinum customers are also enrolled in SAN Solutions Customer Portal, which has complete system documentation, software upgrade alerts, hardware specs and case studies.

SAN Solutions Platinum 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’ Platinum Support is a high-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. The support services in the
Platinum package can be extended and customized to customer’s unique requirements.

SAN Solutions Platinum support covers:

1. Dedicated SAN Solutions Project manager.
2. System and device level help desk with telephone and email support.
3. System and device level on-site troubleshooting support.
4. Preventive maintenance including initial health check with quarterly reviews.
5. System level training for new IT staff members. Limited development of written     procedure manuals.
6. StorNext system level tuning is included.
7. Remote access troubleshooting for expedited problem resolution. Added services to     monitor and report storage infrastructure usage and latency trends are included when     real-time monitor solution is purchased. Configuration of customized reporting tools for     real-time monitoring solution is also included.
8. Qualifying vendor software and firmware updates to assure continued system level     compatible within the infrastructure.
9. Access to SAN Solutions, Inc. Proof of Concept or Pilot Run Services.
10. Installation, or coordinated vendor installation, of new software or firmware updates       followed by system verification.
11. Site expansion planning. Including One, Three, and Five Year Storage Infrastructure       Planning and Budgeting Process.
12. Manage vendor support agreements. Coordinate and expedite vendor level break-fix       support. Provide customer any vendor product alerts or other product notifications.
13. Implement system configuration changes to meet changing system requirements       where possible. Recommend system upgrades as needed.
14. Maintain system configuration documentation.
15. Access to customized customer portal.