AccessAnywhere Customer Support Program

At AccessAnywhere, we understand that remote access to your internal resources is no longer optional, it's mission critical. Consequently, we've built-in redundant hot swappable hard disks and a proactive remote monitoring service right into the AccessAnywhere appliance to facilitate pre-emptive systems troubleshooting, and minimize system downtime. The remote monitoring service is directly linked and integrated with our support organization, the AccessAnywhere Customer Support Center (ACSC). The ACSC is staffed by fully trained experts, ready to assist you via phone or e-mail.

Standard support, provided with every AccessAnywhere appliance, provides remote monitoring and customer notification, hardware warranty, access to patches and software updates and comprehensive technical support via phone, e-mail. AccessAnywhere customers with more demanding suport requiremements can also upgrade to Premium Support, as described below.

Whether you choose Standard or Premium Support, you will be entitled to technical support for an unlimited number of incidents, access to our web knowledge base, hardware replacement, and software updates for products listed for a period of twelve (12) months from ship date.

System Monitoring
With permission from the customer Caveo will monitor the AccessAnywhere Platform and provide notifications to the customer in the following areas:

• Track system events and provide alerts based on predetermined thresholds
• Monitor for key hardware failures, and provide proactive notification
• Track and report on system availability.

Software Support
Caveo's highly skilled support staff will work with authorized customer contacts to identify and resolve problems in the software of the AccessAnywhere Platform. In addition to reactive support Caveo also provides the following sevices as part of the AccessAnywhere Customer Support Program:

• Notifications of critical patches and/or upcoming platform updates.
• Download or flash update of updates and patches
• Online Knowledge Base and Support Forums available 7x24
  

Advanced Hardware Support
The AccessAnywhere Platform is designed to ensure the highest degree of service continuity, however in the unlikely event there is a disruption AccessAnywhere has been designed to minimize the impact. Through the use of redundant, mirrored disk drives, Advanced Lights-Out Monitoring, and portable System Configuration Cards, even component failures can be rapidly remedied, often without system downtime. In the unlikely event of a hardware failure in your AccessAnywhere appliance, Caveo will ship one of two replacement parts: either a disk drive, or a system chassis, both of which are easily changed out by the customer.

Disk Drives
If it is determined that there has been or will be a failure of one of the redundant disk drives, Caveo will provide a complete replacement disk. With simple, tool-free removal of the externally accessible disk drives, recovery from a disk failure is quick and easy. A couple of simple commands and on the fly replacement of the hot-swap disk and you will be back to 100%, with no system downtime.

System Chassis
If it is determined that there has been or will be a failure in the core hardware platform, Caveo will provide a complete replacement chassis. By simply moving the disk drives from your failed system to the new chassis, and switching the System Configuration Card (SCC) you can transfer the failed system’s host ID, network hardware configuration and complete system image with minimal service outage.

AccessAnywhere Support Offerings
Feature		Standard Support		Premium Support
Remote Monitoring		7 x 24 Monitoring 5 x 12 Notification		7 x 24 Monitoring 7 x 24 Notification
Hardware Replacement		Second Business Day		Next Business Day
Web / E-mail Support		7 x 24 Support Request Submission and Knowledge-Base		7 x 24 Support Request Submission and Knowledge-Base
Phone Support		5 x 12 (8 - 8)		7 x 24 (High Priority Only)
Customer contacts		Two authorized contacts		Four authorized contacts
Service Levels		High severity issues: 4-hour response, daily updates Medium severity issues: 8-hour response, updates every 48 hours Low severity issues: 24-hour response, updates every 5 business days		High severity issues: 2-hour response, daily updates Medium severity issues: 8-hour response, updates every 48 hours Low severity issues: 24-hour response, updates every 5 business days