Data Sheet FUJITSU Support Pack Hardware
Data Sheet
FUJITSU Support Pack
Maintenance Services for IT Hardware
Fujitsu offers - with its Fujitsu Support Pack Hardware - support services
for hardware which cover diagnostics and the elimination of hardware
errors via repair or replacement. Depending on the type of IT hardware
und corresponding manufacturer warranty Fujitsu offers on-site
support services at the customer's or at a Fujitsu service point (off-site
services). Various service level options can be selected for on-site
This data sheet describes the contractually relevant support services;
product-specific supplements, if necessary, are defined in a Technical
The specific contracted support services are delivered according to the
service scope defined in the Support Pack certificate for the
correspondingly listed hardware products.
The use of remote access methods is decisive for efficient service
delivery as well as a prerequisite for a Fujitsu Support Pack Hardware
with defined recovery times (see “Prerequisites”).
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Support Pack hardware is a product-related service contract for a
fixed period and with once-only remuneration which
supplements the manufacturer warranty. The contract period
(service period) begins on the exact date when the
corresponding hardware product was initially purchased. The
service is provided based on a once-only payment to be paid in
advance when the Support Pack is purchased and when the
service is activated according to the "Supplemental terms for
Fujitsu Support Packs“.
Fujitsu Support Packs can be purchased within 90 days of the
product purchase for a contract period of 36, 48 or 60 months.
Before expiry, the service period can be extended (until the
declared end-of-service for the respective product) by purchasing
a corresponding follow-on Support Pack for 12 months.
Data Sheet FUJITSU Support Pack Hardware
Services in detail
Various services can be provided depending on the type of hardware:
 Bring-In Service
The customer issues a call to the Fujitsu Help Desk. If a remote fix is
not possible and the hardware must be repaired, the customer brings
the faulty device to a qualified service point (service partner or repair
center). The Bring-In Service includes the provision of all spare parts as
well as the labour costs but not the transport to and from the service
point. The repair work is carried out in the repair center. When the
repair work has been completed, the customer is notified that the
device is ready for collection.
 Send-In & Return Service
The customer issues a call to the Fujitsu Help Desk. If a remote fix is
not possible and the hardware must be repaired, the customer brings
the faulty device to a qualified service point (service partner or repair
center). The transport and insurance costs are borne by the customer.
The Send-In Service includes the provision of all spare parts, the labour
costs and the return-to-sender postage costs for the device.
 Collect & Return Service
The customer issues a call to the Fujitsu Help Desk. If the fault cannot
be solved by the Help Desk engineer on the phone, the customer is
given a repair order number. One of our transport partners then
organizes the collection. The faulty unit is collected at the customer's
address (if not otherwise agreed, at the main entrance). The faulty
unit must be packed by the customer using suitable packaging and
before collection. When the repair has been completed in a Fujitsu
repair center, the product is returned to the customer.
Door-to-Door or Desk-to-Desk Service
The customer issues a call to the Fujitsu Help Desk. If the fault cannot
be solved by the Help Desk engineer on the phone, the faulty product
is replaced with a comparable product. The faulty unit is collected from
the customer's address (if not otherwise agreed, at the main entrance);
a new one is delivered to the same address. Door-to-Door Service
includes, on request, an upgrade to Desk-to-Desk Service; i.e. the
replacement device is delivered direct to the user's desk.
 On-site Services
The reported fault is analyzed. If necessary, the diagnosed technical
problem is solved, if possible via remote access or otherwise by an onsite service engineer. If a hardware component fails, the operational
readiness is ensured by replacing or repairing the faulty part.
The spare parts used are new or as-new. The replaced parts become
the property of Fujitsu or of the commissioned authorized service
Various service level options can be selected for on-site services
including response time and/or recovery time (see "Options"). The
service levels
Response time 4 hrs and
Recovery time 4/8 hrs
are available under the terms described for installation locations which
are within a country-specific distance from an authorized Fujitsu
service point. For those installation locations which have a greater
distance from a Fujitsu service point
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Fujitsu reserves the right to change the response/recovery times
and/or charge the additional costs.
Special service levels must be agreed for those installation locations
that are difficult to reach (e.g. islands, mountains).
The contractually agreed support services do not include the backup
or installation of the operating system, the application software nor
the system and user data.
Exception: When replacing hard disks in workplace systems (desktops,
notebooks), the pre-installed operating system must be re-installed,
if made available by the user.
The regular and full data backup, including application and operating
system software, is the responsibility of the customer.
The defined response times apply for on-site services. They start
within the agreed service time with the initial call acceptance; time
measurement is stopped outside the agreed service time. In other
words, response times can last until the next day which is covered by
the service time.
The agreed response times depend on the selected service option.
 Call acceptance
Call acceptance is 24 hours a day including Sundays and public
holidays. Calls can also be sent via fax, e-mail or the Internet. When
the call entitlement and pre-clarification phase has been successfully
concluded, the fault is accepted, a reference number is assigned and
the fault is then processed according to the defined service level. The
measurement of the contracted response or recovery times starts with
the confirmation of an incident by the help desk.
The customer must specify the serial or ID number for the device
Call acceptance
To get in contact with Fujitsu support please
The relevant contact details are available by
choosing the respective product line and
 Service time
The service time is the contractually agreed time period within which
the service is provided via remote access or on-site. The standard
service time varies between countries, e.g. for Germany it is Monday
to Friday between 8:00 and 17:00 hrs with the exception of legal
public holidays.
 Response time
The response time is the period between call acceptance and the time
when an engineer normally arrives at the customer location with the
diagnosed spare part (where applicable). The measurement of
response time is interrupted outside agreed service times. The
response time does not apply in those situations where a fault can be
eliminated remotely.
Troubleshooting continues until the IT infrastructure is operational
again or until suitable progress has been made in solving the
Data Sheet FUJITSU Support Pack Hardware
Work can be stopped for a time if additional parts or resources are
required, but is restarted as soon as they are available.
 Recovery time
The recovery time is the period between call acceptance and the time
when a service engineer normally recovers the operational readiness of
the hardware that has been identified as faulty. The measurement of
the recovery time is interrupted outside the agreed service time.
The recovery time does not include the time required to recover data
and/or install the software, operating system or corresponding updates
and/or the recovery of customer-specific configuration.
This option of the Fujitsu Support Pack Hardware is designed for
customers who - in a service situation - do not wish to hand over data
media (hard disk drives or SSDs) with confidential data to Fujitsu or the
commissioned authorized service partner. Customers, who purchase
this Fujitsu Support Pack Hardware option, are allowed to retain faulty
hard disk drives that are authorized for service: In this situation,
Fujitsu, in contrast to other specifications in this document, does not
insist on its ownership right for faulty hard disk drives when supplying
a replacement drive.
The customer retains sole responsibility for protecting confidential data
saved on faulty hard disk drive.
As part of the Support Services Fujitsu provides reliable remote access
functions which support fast and efficient fault diagnosis and, if
necessary, eliminate errors. Remote access to a customer system is
only carried out with the customer's approval which can be granted
generally or on a case-by-case basis; it usually requires Internet access.
The following prerequisites apply for the service contract. Should one
or more of the prerequisites not be met, the services described can
only be provided in a restricted manner or possibly not at all.
 Remote access
A defined recovery time in the context of Fujitsu Support Pack
Hardware is based on the assumption that remote access is available
for Fujitsu. If the customers does not wish to provide any remote
access or this cannot be configured for some other reason, the
contractually agreed service levels cannot always be met in all
 Feasibility check
A feasibility check is carried out by Fujitsu before a Fujitsu
Support Pack with defined recovery times is signed. As a result of this
check Fujitsu is - where applicable - to make proposals for changes to
the user’s environment, unless all prerequisites for adhering to the
recovery times are met. These proposals are made in writing.
The Fujitsu service obligation only exists when the feasibility check
has been successfully completed and when all of the above
prerequisites have been met.
 System changes
The Fujitsu Support Pack Services can only be provided if the customer
provides Fujitsu immediately and in writing details of all the
modifications to the service-authorized hardware product (e. g.
configuration changes, such as additive components, changing the IP,
LAN, SAN, NAS configuration, etc.). In the event of any extension, the
same service option must be agreed as the one in the existing
The product, delivery and service features described above include a
final list of the features of the subject of the contract and do not
represent a guaranteed quality or declaration thereof in the eyes of
the law.
In addition to this data sheet, the following general business terms
and conditions of Fujitsu Technology Solutions apply:
"General terms and conditions for hardware and software
support services of Fujitsu Technology Solutions GmbH"
"Supplemental terms for Fujitsu Support Packs“
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Data Sheet FUJITSU Support Pack Hardware
The following table provides an overview of standard Support Pack options. The availability of a specific service level for a specific
product depends on the type of product and the associated manufacturer warranty.
Offsite Service
Infrastructure Products
Onsite Service
Workplace Systems
Onsite Response Time
Note: For Lifebook Advanced / Superior we also offer 24x7 support, incl. recovery services
Onsite Service
Servers & Storage
NBD2) 4)
4 h4)
Onsite Response Time
24 h
Recovery Time3)
● Availability depending on product and country, valid for CEMEA/I
Explanation of service times:
9x5 - Local business days and local business hours except legal public holidays
24x7 - Monday to Sunday including legal public holidays, 24 hours
NBD refers to the next Fujitsu business day, e.g. Monday to Friday except legal holidays (Next Business Day).
SBD denotes the next but one Fujitsu business day (Second Business Day).
Availability subject to a feasibility check
For international customers and geographically distributed environments the service levels are available on global scale
in major business areas for:
PRIMERGY RX100, 200, 300, 350, 500, 600, 900
PRIMERGY TX100, 120, 140, 150, 200, 300
PRIMERGY BX400, 900, 920
ETERNUS DX60, 80, 90,
ETERNUS DX extensions
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Data Sheet FUJITSU Support Pack Hardware
More information
Fujitsu platform solutions
More information
In addition to Fujitsu Support Services,
Fujitsu provides a range of platform
solutions. They combine reliable Fujitsu
products with the best in services, knowhow and worldwide partnerships.
Learn more about Fujitsu Maintenance and
Support Services, please contact your Fujitsu
sales representative, Fujitsu business
partner, or visit our website.
© Copyright 2013 Fujitsu Technology
Solution GmbH
Fujitsu, the Fujitsu logo and Fujitsu brand
names are trademarks or registered
trademarks of Fujitsu Limited in Japan and
other Countries. Other company, product
and service names may be trademarks or
registered trademarks of their respective
Dynamic Infrastructures
With the Fujitsu Dynamic Infrastructures
approach, Fujitsu offers a full portfolio of IT
products, solutions and services, ranging
from clients to datacenter solutions,
Managed Infrastructure and Infrastructure as
a-Service. How much you benefit from
Fujitsu technologies and services depends
on the level of cooperation you choose. This
takes IT flexibility and efficiency to the next
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Please find further information at:
Computing products
- PRIMERGY: Industrial standard server
- SPARC Enterprise: UNIX server
- PRIMEQUEST: Mission-critical IA server
- ETERNUS: Storage system
Technical data subject to modification and
delivery subject to availability. Any liability
that the data and illustrations are complete,
actual or correct is excluded. Designations
may be trademarks and/or copyrights of the
respective manufacturer, the use of which by
third parties for their own purposes may
infringe the rights of such owner.
- Interstage: Application infrastructure
- Systemwalker: System management
- Consulting Services
- Application Services
- Managed Infrastructure Services
- Product Support Services
FUJITSU Technology Solutions GmbH
Address: Mies-van-der-Rohe-Strasse 8, 80807 Munich, Germany
Phone: +49 1805 372 900*
2013-03-19 CEMEA&I EN
* (each call 14 ct/min.; the prices for calls made from mobile devices are limited to 42 ct/min.)
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