Field Service Operations Hardware Support Offerings

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Introduction

This section outlines information referencing Skyhigh Hardware Support Customer Offerings, Part Replacement and Entitlement, Hardware Support Locations, and Customer Responsibilities.

NOTE: The process and policy information mentioned here is subject to change.

Onsite Overview

On diagnosing a hardware incident, Skyhigh will dispatch an authorized service technician to the location of the defective hardware with parts of like or better quality and provide the labor necessary to repair or replace the hardware. The service technician will verify that the necessary hardware has been shipped or has been received if not in hand and will arrange to arrive on location accordingly to begin hardware repair or replacement.

Skyhigh currently provides two levels of On-Site Hardware Support: Same Day (7x24) and Next Business Day (5x10). For part replacement information on services offered, refer Part Reference and Entitlement.

The service offerings are subject to the site locations specified in Skyhigh Hardware Support Locations. Delivery times for all services may vary and are subject to carrier schedules and customs. Additional information may be required from the customer before shipping international deliveries.

Same Day (7x24)

Same Day is a 7x24 service, meaning 7 days a week, 24 hours a day. If Skyhigh verifies a hardware defect at any time of day or night, Skyhigh will endeavor to ship Field Replaceable Units (FRUs) or Customer Replaceable Units (CRUs) the same day or the next business day.

For FRU-related issues, Skyhigh will dispatch an authorized technician the same day or the next business day (but only after validation of the replacement FRU receipt) to the location of the hardware incident with the parts necessary to repair or replace the hardware. For CRU-related issues, there is no on-site technician.

In the event of a Full Box Replacement (FRB), Skyhigh will use commercially reasonable efforts to deliver the replacement. Delivery times may vary and are subject to carrier schedules and customs. Additional information may be required from the customer before shipping international deliveries.

For more information about part replacement entitlement, refer Part Reference and Entitlement.

Next Business Day (5x10)

Next Business Day 5x10 meaning 5 days per week Monday through Friday, 10 business hours per day 8:00 am to 6:00 pm with on-site response targeted to be at the End Customer Location the next business day from the time of the Dispatch. The service is during normal business hours.

If Skyhigh verifies a hardware defect that requires a designated Field Replaceable Unit (FRU) or a Customer Replaceable Unit (CRU), Skyhigh will endeavor to ship FRUs or CRUs on the next business day.

For FRU-related issues, Skyhigh will dispatch an authorized technician to the location of the hardware incident on the first business day following the validation of the replacement FRU receipt. For CRU and FBR-related issues, a technician will not be dispatched or scheduled. In the event of a Full Box Replacement (FBR), Skyhigh will use commercially reasonable efforts to deliver the replacement. Delivery times may vary and are subject to carrier schedules and customs. Additional information may be required from the customer before shipping international deliveries.

For more information about part replacement entitlement, refer Part Reference and Entitlement.

Part Reference and Entitlement

CRUs: Skyhigh has designated certain components known as Customer Replaceable Units (CRUs). These are often toolless or hot-swappable replacement components for quick appliance repair. CRU items are shipped as defined by the hardware support level agreement for the associated appliance.

On-site support options will also ship CRU items under their defined terms Same Day or Next Business Day delivery, respectively.

FRUs: Skyhigh has designated certain components known as Field Replaceable Units (FRUs). These are components that are internal/inside the appliance to be replaced by authorized field technicians. FRU items are shipped as defined by the hardware support level agreement for the associated appliance.

On-site support options will also ship FRU items under their defined terms Same Day or Next Business Day delivery, respectively. Customers with Next Business Day or Same Day HW Support are entitled to an on-site authorized technician.

Customer Responsibilities

To receive services under Skyhigh Hardware Technical Support and Warranty coverage, customers are responsible for the following:

Use of diagnostic tools to assess the hardware issue. The Skyhigh in-house and appointed technicians may require you to use diagnostic tools specific to your appliance model to troubleshoot the issue and validate the need for replacement. Use of these diagnostic applications is required before a part and/or technician is dispatched. Their use may also be required during a technician’s visit.
- For additional information on how to obtain and use the system diagnostics, see https://supportm.trellix.com/webcent...nowledgecenter
Unless you have purchased the Same Day On-Site support, you are responsible for the replacement of customer-replaceable units (CRUs).
A monitor, keyboard, and mouse must be available for connections to the appliance during telephone troubleshooting and On-site repair.
A backup of all appliance configuration data (as described in the product documentation) must be available.
Skyhigh recommends that you have product-identifiable information handy at the time of any contact with Technical Support. This includes the serial number for the appliance and your entitlement or grant number.
All software re-imaging, upgrading, and patching is the responsibility of the customer.
Preparation of access to secure environment(s) including dark data centers and remote sites, ensure access is enabled in advance to all environments required so troubleshooting can proceed restriction-free.