WeCanHelpYouMore KontronModular Computers S.A.S. Services ... · Ifit’sEmbedded,it’sKontron WeCanHelpYouMore KontronModular ComputersS.A.S. Services&Support Services&Support OurGoal:toMatchProgramNeeds

If it’s Embedded, it’s Kontron

We Can Help You More Kontron ModularComputers S.A.S.

Services & Support

Services & Support

Our Goal: to Match Program Needs�

1: Technology EvaluationEase of use is key in this phase where each technology concept mustbe validated. When needed, we provide evaluation products andexpert technical assistance from our Field Application Engineering(FAE) team. If you share your concerns with us, we can also coordi-nate with our software partners to help you quickly assemble the bestsolution. Our turnkey systems (EASY systems) are the foundation onwhich you can build efficient evaluation work.Hotline Support is the main channel for us to help you with techni-cal issues even at this early stage. Questions raised during the pre-sales process are recorded in our knowledge base and become thefoundation for personalized support in the future.Of course, all our products are covered by our Standard Warranty,covering returns and repairs, that you may wish to extend over timewith our Warranty Extentions.

2: Application and System DesignDuring this phase, efficiency is of the essence. You know about yourrequirements, we know about our products. We need to hear from youabout the challenge you face. Chances are that we came across thesame issues already with other customers. Through Hotline Support,you benefit from our vast knowledge base. We work hand in handwith hardware and software vendor partners to help you get acrossthe critical phases of application design. Our experts can help in thetuning of key elements of your system hardware and base software.RTOS (VxWorks, LynxOS, INTEGRITY) or Linux (Red Hat, WindRiver,LynuxWorks, Sysgo) we know them all and have extended their fea-tures far beyond the typical minimal BSP software you get from othervendors. For the past 15 years, we have extended all OS technologiesto cover multi-processor board and are eager to team with you in thecoming wave of multi-core processor based products through On-SiteAssistance.

We can help you more

Because we have been in this market for more than 20 years and learned a lot fromreal-life issues, our services and support have evolved with the way COTS are used inyour domain. Our customers recognize our approach to be truly innovative in manyways. There are key concepts that are used throughout this catalog to provide theextensions to our basic COTS commitment policy. You will understand how ourunique added value can help you sail through the complex issues associated with theuse of COTS in long term programs.

Although our first contactwith customers is usuallythe sale of off-the-shelfhardware (covered by ourCOTS commitment policy),most of their concernabout computers revolvearound programs.

Understanding how a pro-gram lifecycle is organizedis the key to offering thebest in service and sup-port.

1: Technology Evaluation2: Application and

System Design3: System Qualification4: Deployment and

Maintenance

Each phase needs a dedi-cated approach for sup-port and specific services.

3: System QualificationUpon Final Acceptance with their customer, program managers needto freeze a stable version of the computer validated with the appli-cation. This includes hardware, OS, and third party software.With Tailored Deliveries, you define the complete computer baselineand it becomes the reference for future deliveries and long term sup-port. At this stage, custom acceptance tests can be defined jointlyand used throughout the program lifetime. Amongst the GlobalProgram Support services, software deliveries are proposed in theform of Base Software Suites (a single recovery CD contains the val-idated combination of OS, Libraries plus the software fixes). This cansave hours of software configuration hassle at the program level. Wemaintain a program-specific software reference tree for you anddeliver updates according to your own policy (on-demand release,single patch, jumbo patches).Other services in our Global Program Service offering may be of helpearly in the qualification phase: you may wish to ask a dedicatedaccount manager for our pre-ILS data package.

4: Deployment and MaintenanceThe majority of your costs associated with the deployment and main-tenance of COTS in programs lie in this domain. See how we can helpyou control your long term cost of ownership.

Configuration Control:Thanks to a prior Platform Definition part of our Tailored Deliveries,your hardware is pre-configured and delivered ready for direct inte-gration on your assembly line. As your acceptance tests are part ofour final inspection package and are run prior to delivery, your inte-gration is hassle-free.

Asset Management:As we maintain configuration information at the board, LRU and sys-tem level in our support databases, we can track the life cycle ofeach delivered products in your program for you. WATCH service cov-ers program specific obsolescence management.

Long Term Deliveries Protection:Dedicated Schedule and Protect policies are available to secure yourdeliveries over time (up to 20 years or longer if necessary) to imple-ment a true “build to print” policy. This can even cover situationswhere the exact quantities are not yet known.

Software Support:Adding to our long-term delivery protection, the software is alsoincluded in service extensions. We have agreements with our OS ven-dor partners to extend the support coverage beyond their standardpolicy. At Platform Definition time, we create a dedicated sourcetree for your program in our servers.From then on, all updates and fixes are generated within your dedi-cated software environment and delivered in sync with your own sys-tem maintenance policy. Updated software is checked with the testsuite on the program reference platform prior to be considered fordelivery.

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Program Support

Long Term DeliveryInsurancesProtectSchedule

Tailored DeliveryIntegrationConfigurationCustomization

System Support

On-Site

Assistance

Software Support

Hardware Support

2 Years

Standard Warranty

Services & Support

With each product purchase youare entitled to our COTS commit-ment policy: Standard Warranty,Product Life Cycle and HotlineSupport Service. This level of com-mitment already goes beyond whattypical hardware vendors offer.

It can also be extended with ourother support and servicesdescribed in this document.

Standard WarrantyAll hardware products we design arecovered by a two-year return-to-factory warranty. This period can beextended with Warranty Exten-sions.

Product Life CycleOur products have a guaranteed lifecycle organized in successive peri-ods named:

- General Availability,

- Restricted Availability,

- Repair Only.

For each period, a standard level ofsupport and services is defined.

GA: General Availability

Products can be purchased in anyquantity at any time. The more up-to-date version of the product isused for each delivery. Fast TrackCOTS products are delivered in 2weeks, while the standard deliverytime is 16 weeks. Managing fore-casts with our sales force is thebest way to further reduce thedelivery time.

During the GA period, our softwaresupport team maintains up to twoversions of the software for thisproduct. Our BSP and device driverswill cover OS versions N and N-1(with N being the current officiallysupported version, as published bythe OS vendor).

Notification:Six months before our productsleave the General Availability sta-tus, a Notification letter is sent toall customers to announce theproduct status change to RestrictedAvailability. During this six-monthperiod, we lay out the product man-ufacturing plan for the next 5 yearsand need to hear from you. To guar-antee your procurement, you canpurchase in advance or enter a ded-icated Schedule and Protect serv-ice to secure your deliveries overtime and only be invoiced later.

RA: Restricted AvailabilityDuring this 5-year period, the lat-est version of the product can stillbe acquired in limited quantity aslong as we have inventory avail-able. A first-come first-served poli-cy is enforced (except when specif-ic delivery service has been con-tracted).

During this RA period, we maintaina single version of our software.This version is the latest OS vendorversion that was supported at thetime our product entered theRestricted Availability period.

Any other software requirement canbe fullfilled with TailoredDeliveries or Global Program sup-port.

RO: Repair Only

After the RA period, we maintainthe expertise, tools and asset man-agement database for a furtherguaranteed 5-year period to serviceand repair.

Hotline SupportAccess

Delivery of each product entitlesyou to a basic hotline service.

During the standard warranty peri-od, you may call our hot line andreceive advice on our product usageand features. We dig into ourknowledge base and allow you tobenefit from our past experience.

To make us work specifically onyour issues, reproduce your prob-lems on reference platforms andprovide a dedicated fix, standardProgram Technical Support is avail-able to extend this basic help up todedicated assistance.

We can help more

Now you know about our level ofcommitment when you purchaseequipment from our product cata-log. The rest of this documentincludes all the other services andsupport we offer to match moreprogram oriented requirements. Wedesigned the offering around reallife requirements you meet daily.We are convinced you will findthem useful.

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COTS Commitment Policy�

W i t h A F A Q I S O 9 0 0 1

2000 Version Certification,

Kontron Modular Computers S.A.S.

guarantees Total Customer

Satisfaction.

www.kontron.com

Services & Support

Corporate Offices�

March

2010

-MS.FP.013-4e

Copyright

2008

KontronAG.Allrightsreserved.Alldataisforinformationpurposesonlyandnotguaranteed

forlegalpurposes.Informationhasbeen

carefully

checkedandisbelievedtobe

accurate;however,no

responsibilityisassumed

forinaccurancies.

KontronandtheKontronlogo

areregistered

trademarksofKontronAG.Allothertrademarksorregistered

trademarksarethepropertyof

theirrespective

ownersandarerecognized.Specifications

aresubjecttochange

withoutnotice.

North America14118 Stowe DrivePoway, CA 92064-7147USATel.: +1 888-294-4558Fax: +1 [email protected]

Europe, Middle East and AfricaOskar-von-Miller-Str. 185386 Eching/MunichGermanyTel.: +49 (0)8165-77 777Fax: +49 (0)8165-77 [email protected]

Asia Pacific4F, No. 415, Ti-Ding Blvd.Sec. 2 Nei Hu District,Taipei, Taiwan 114Tel.: +886-2-2799-2789Fax: [email protected]

Kontron Modular Computers S.A.S.150 rue Marcelin BerthelotZI Toulon-Est - BP 24483078 TOULON Cedex 9 - FranceTel.: +1 (0) 4 98 16 34 00Fax: +1 (0) 4 98 16 34 [email protected]

Warranty Extensions & Repairs�

When a two-year warranty is not enough, extensions are available.Purchasing them with the product is cost efficient.

Program Support



System Support

On-Site

Assistance

Software Support

Hardware Support

2 Years

Standard Warranty

XHW – Board LevelMaximize Product Availability

LRU-XHW – LRU LevelExtend the Warranty Umbrella

to a Complete Hardware Assembly

� Extend the standard warranty for 1, 2 or 3 more years.>>> Purchased with the product

� Extend the standard warranty for 1, 2 or 3 more years.� We manage issues at the LRU level, so you do not have toworry about the building blocks individually.

>>> Purchased with the product

HWMPurchase Extra Years of Hardware Support

� Extend the maintenance period to match your ProgramLifetime.

>>> Purchased before the End of the Warranty Period

REPAIROn-Demand One-Time Repair

� Individual product repairs over a 10-year period.

>>> Purchased at Any Time


Services & Support

� XHW: Standard WarrantyExtensions

Time extensions for the standardwarranty are proposed for 1, 2 or3 years starting at the end of thestandard 2-year warranty.

This service can be purchased forboards and LRUs (Line Replace-able Units) to extend the warran-ty to a 5-year period.

Our standard warranty coversperipherals such as mouse, key-board, screen, CD drives and HDDduring 1 year. Extra coverage canbe considered in Global ProgramSupport packages.

� HWM: Extra MaintenanceLonger maintenance service forproducts is available. This servicestarts after the warranty andshall be purchased before theend of the existing standard war-ranty or extensions.

The maintenance period cannotexceed the end of the productRestricted Availability period.

� RepairsCovers one-time repair serviceoutside the warranty or servicecontract period.

You can also ask for a preliminaryDIAGnostic. Note: this diagnosticis mandatory for products in theRepair Only period.

� Repair ProcedureAll defective parts must bereturned to one of the KontronRepair Centers following theReturn Material Authoriz-ation(RMA) process:1- Contact our support (tele-phone or email) and receive ahotline ticket number.

2- From its serial number, weretrieve your product informa-tion (Firwmare revision, EClevel, previous history, …)and complete the RMA, addingthe most detailed informationon the defect.

3- At this point, if the productsis not covered by some war-ranty, a repair quote will besent for you to order therepair.

4- You receive the RMA formcontaining the repair centerinformation.

5- You send the defective prod-uct with the RMA form to therepair center.

6- After repair or exchange, theproduct is returned, with arepair report and a Certificateof Conformity.

7- The hotline ticket is closed.

� Things to knowKontron pays the shipping costsincurred to return products fol-lowing INCOTERMS D.D.U. (Deliv-ery Duty Unpaid) conditions.

The customer pays transfer costs

to the Kontron Repair Center.For out of warranty situations,returned products are covered bya new 3-month standard warran-ty.If the anomaly cannot be repro-duced the product is returned ‘asis’ and the repair fee is charged.Products that should be repairedwith non-standard criteria will beprocessed as LRUs.

� How to orderWarranty extensions (XHW) canonly be ordered at initial productpurchase with the followingorder codes: XHW-A{D}-{CL}-ST

or LRU-XHW-A{D}-{CL}-ST

Hardware maintenance (HWM)can be purchased later butbefore the end of standard war-ranty or extension period:

HWM-{P}1-{CL}-ST

Repairs can be purchased untilthe end of the RO (Repair Only)period:

ONE-REP-{CL}-ST

{D} is a duration: 1, 2 or 3 years.{CL} is the hardware class: SA,CA (Coated SA), WA, RA or RC.{P} is the product life cyce peri-od: A for GA, B for and RA and Cfor RO product life period{WHAT} can be HW for baseboards and LRU for board withmezzanine cards or specificrequirements.

Warranty Extensions and Repairs�

Hardware products are covered by a two-year return to factory warranty. Under this war-ranty, defective products are upgraded to the latest engineering change level (EC level) andrepaired or exchanged. For specific EC level products, see the Tailored Deliveries page.Read below how you can extend the warranty and manage product repairs outside support.

www.kontron.com

Services & Support

Tailored Deliveries�

Beyond the traditional COTS approach, this service offers products speci-fically configured to fulfill your operational needs and screening require-ments. Tailored deliveries range from simple products with componentlevel requirements (frozen configurations) up to fully configuredmachines including your pick of OS software and drivers. We can alsomanage your choice of third party products.

Program Support



System Support

On-Site

Assistance

Software Support

Hardware Support

2 Years

Standard Warranty

Mission Ready SystemFully Customized Selection Hardware,

Software and TestsCUST

Hardware plus SoftwareConfiguration: Beyond hardware vendor service.We configure, test, deliver and maintain your

hardware & software together.

CONF

Tailored HardwareWith Integrated DeliveryPL

UG

Sets of COTS Hardware Products are assembledand configured according to your specifica-tions.

Hardware sets are configured with our standard OS anddevice driver software. This customized software isused to test prior to delivery.

Your assembled and tested system may include Hardware orSoftware you provide. Customized integration and screeningprocess can also be considered. We deliver a mission-ready sys-tem. It may include specific I/O hardware, third party softwareand even your application code.


Services & Support

Tailored deliveries include three levels:- PLUG covers hardware assemblies,- CONF is used for hardware and soft-ware managed as a single object,

- CUST covers full customer-definedprocess which may also include thirdparty products and customer procureditems.

� PLUGInstead of delivering our base boards,I/O mezzanine cards and enclosures sep-arately, we assemble them according toyour requirements prior to delivery.This service can process a simple LRUmade of one base board and its I/O mez-zanine, or more complex systems withenclosure and attached peripherals.The PLUG service is available for allhardware parts included in the Kontronproduct list.

� CONFCONF includes PLUG service configura-tion of your assembly augmented withstandard software from Kontron.

With this service, your equipment isconfigured for and tested with its soft-ware. This typically includes a version ofone of our supported OSs (Linux,VxWorks, LynxOS) and the necessarydevice drivers. Our standard unit testsoftware (a subset of our complete prod-uct Q&A process) is used to validate theassembly.The information included with CONFallows us to use a software environmentsimilar to the end user’s. Whatever itsorigin, this software is packaged on arecovery CD called BSS (Basic SoftwareSuite) for ease of installation.Software updates and fixes are includedperiodically in the BSS by mutual agree-ment.

� CUSTCUST is a CONF service with more cus-tomisation, including assembly and con-figuration of hardware and software fromother vendors. Our delivery and testprocess can also be tailored with a CUST-xxx-DEF order.Example: you can ask us to run yourown acceptance test suite at a specifictemperature. You may want to add I/Omezzanine of your choice or a differentenclosure.

� How To OrderOn the same order as the base COTSitems, the following order codes areused for tailored deliveries:{what}-{typ}-DEFis purchased once to create the informa-tion package and deliver the first sam-ple.

{what}-{typ}is to be used in all following orders forthe tailored product as defined in theinformation package.{what} is PLUG , CONF or CUST.{typ} is LRU (specially configured boardwith optional I/O mezzanines) or MACH(complete computer system).

Examples: PLUG-LRU-DEF, CUST-MACH,CONF-MACH-DEF.

� Customer Inputs:In order to proceed with tailored deliv-eries, we need some information fromyou.PLUG: you provide the list of hardwareitems and how to configure them. EClevel information (minimal, mandatory)is also neededCONF: same as in PLUG plus detailedinformation about the software configu-ration requirementsCUST: Your detailed requirements.From that information, we create theinformation package along with the pro-duction of a first sample.

� Deliverables:The information package contains:PLUG-DEF: BOM for hardware andfirmware; assembly instruction checklist.CONF-DEF: same + list of OS, drivers,software configuration items (IPaddresses, interfaces linking severalLRUs, network topologies)CUST-DEF: same + specific test plan(like QTP, ATP, ETP) definition and spe-cific deliverables. We also offer test soft-ware development and customisation, tohandle specific requirements such as:- Hardware items BIT information- Bandwidth requirements- Stress tests- Specific environmental tests, …

With each tailored delivery youreceive:PLUG: certificate of conformity, execut-ed check list.CONF: same + standard test report.CUST: same + your requirements such asacceptance test reports, burn inreports, …

Tailored Deliveries�

Tailored Delivery service is a two-step process: first, a dedicatedinformation package is created(DEF) out of the list of customerrequirements. Then all furtherdeliveries are made using theprocedure defined in this infor-mation package.

Throughout the life of the infor-mation package, all usual servic-es (repair, hotline, software andhardware support) are tailoredwith this program specific infor-mation to provide a service atthe LRU or system level.

HW/SW Revision ConfigurationControl

CustomerReferencePlatform

InformationPackage

ManufacturingProcess

Standard COTSPurchase

Default:The current HWEC is delivered

Default: Base boardsare managed in our

database

Default:No referenceplatform

NA Standard

PLUG Frozen EL level if neededor mutually agreed policy

Complete LRU or sys-tems aretracked

Optionalreferenceplatform

Detailed integrationprocedure for HW confi-

guration

Standard +specificinspection

CONFSoftware fixes can updatethe information packageat customer demand


We maintain for you areference platform

Integration procedureincludes specific soft-

ware tests

Our choice of testconfigured for the tar-get equipment and OS

CUSTAny policy fitting the pro-

gramprofile


We host a jointly defi-ned reference platform

Everything fitting theprogramprofile

+ Acceptancetests

www.kontron.com

Services & Support

Long-Term Delivery Insurances�

Obsolescence management is a key success factor and a tough challengefor COTS users. When critical components are no longer available and rede-sign is not an option, our insurances preserve your program integrity. Sailsafely through End of Life notices with the long-term delivery insurances:PROTECT and SCHEDULE.

Program Support



System Support

On-Site

Assistance

Software Support

Hardware Support

2 Years

Standard Warranty

LTS-PROTECTLong-Term Reservation Option

LTS-ScheduleLong-Term Delivery Schedule

Protect your program from products obsolescence for up to5 years after the General Availability period ends.

� Define maximum quantity and product version� Order products only when you really need them� Pre paid yearly subscription fee� No penalty incurred in case of cancellation� Protect your program “build to print” strategy

>>> Subscribe before the end ofGeneral Availability period

Secure program procurement for up to 10 years after theGeneral Availability period ends.

� Define quantity and delivery schedule� One global firm order� Products invoiced at delivery time� Standard warranty conditions at delivery� Cash saver, full control on costs

>>> Subscribe before the end ofGeneral Availability period

LTS-WatchLong-Term xxx Watch

Receive alerts for significant evolution of monitored fro-zen configuration.

� Propose best strategies to protect the future

>>> Subscribe at ConfigurationFreeze Time


Services & Support

� LTS-PROTECTWhen you are not ready to committo buying products and facing situ-ations where exact quantities arestill unknown, this service guaran-tees that your program equipmentrequirements can still be managedas “build to print” by procuring theexact same parts from us.

LTS-PROTECT is an insurance con-tract to procure a maximum quanti-ty of designated products. It allowsyou to order this product versionduring five more years after theRestriction Availability. With thiscontract we maintain for you thenecessary expertise and goodsinventory to be able to deliver thesaid product quantity. As long asyou maintain the service, you mayorder the product at any time, up tothe planned quantity. Products areinvoiced at delivery

� LTS-SCHEDULEThis service warrants the delivery ofa planned quantity of a designatedproduct according to a prearrangedschedule. This delivery period canspan up to 10 years even after theend of the General Availability peri-od. Even with long delivery timeafter the product GeneralAvailability period, all deliveries

inside a LTS-SCHEDULE service areentitled to the standard warrantyT&Cs.

� LTS-WATCHThis service covers the handling ofprogram-specific COTS configura-tions. These require special precau-tions to avoid situations when theCOTS product evolves and the pro-gram-specific frozen configurationsilently becomes obsolete (prevent-ing further supply or fixes). Lifecycle information for COTS productsis a standard service. LTS-WATCHgoes a step further by installing aregular dialogue with the pro-gramme and suggesting changes inorder to keep the programmeComputer baseline current. Throughthis service, the customer is keptaware of changes made to the COTSitem that could be appropriate alsofor the program in order to max-imise the service life of the embed-ded computer design. This allowsthe programme to make informeddecisions to suit planned systemtechnology refreshes with minimaleffort. Use HTL-Plus to ask us toinvestigate obsolescence effects onyour configuraton, test secondsource alternatives and associatedsoftware.

� Pricing Conditions

LTS-PROTECT: Yearly insurance sub-scription fee, calculated from theproduct list price (at the date of thesubscription). Products are invoicedat delivery time.

LTS-SCHEDULE: A global insurancefee is computed as a percentage ofthe product list price (at the date ofthe order). This initial down pay-ment is due at the time of the ini-tial order, the remainder of the feeis spread over the delivery of eachproduct and invoiced with it.

LTS-WATCH: Flat yearly fee

� How to order

LTS-PROTECT-{D}

{D} duration in year: 1 to 5

LTS-SCHED-{D}

{D} duration in years: 1 to 10

LTS-WATCH-{D}

{D} duration in years: 1

Long-Term Delivery Insurances�

ProductAvailability Delivery Time Cash Flow Warranty Maximum End of

Warranty

Standard Purchase General Availability(GA)

Standard delivery Standard invoice Standard 2 years2 yearsafter GA

LTS-PROTECT 5 more years afterGA

On demanddelivery

Yearly fee andinvoice if delivery

Standard 2 yearsafter delivery

7 yearsafter GA

LTS-SCHEDULE 10 more years afterGA

Planned deliveryUpfront fee andinvoice at delivery

Standard2 years afterdelivery

12 yearsafter GA

� LTS-Schedule and LTS-Protect Benefits

www.kontron.com

Services & Support

Software SupportOn-Site Assistance

�

Computing efficiency can only be achieved with optimal integration ofhardware and software. See how Kontron addresses your software issuesat the best level. From Hotline to On-Site assistance, this guide helps youselect the adequate level of service.

Program Support



System Support

On-Site

Assistance

Software Support

Hardware Support

2 Years

Standard Warranty

HTL-PTS12x5 Hotline and Knowledge Base Access

Speed up your development and leverage our knowledgebase by letting our Help Desk manage your issues

� Unlimited number of calls/emails to the Kontron Hotline� Access Kontron’ product information and knowledge base� Access Kontron software patches and updates databases� Download hardware and software technical manuals� Single point of contact for complete computer (hardware

and software)

>>> Entered at Purchase time and renewed yearly

HTL-PLUSPrepaid Help

Purchase a quota of expert assistance days for a year.Pre-purchase days for on-site expert assistance for:

� Software installation� Platform maintenance� Complex problem solving at the operating system level

>>> Anytime inside a Hotline Contract

ASSISTOn-Demand On-Site Help

Three levels of service according to the complexity of the issueare also accessible outside any HTL-PTS agreement.

� Technician� Engineer� Expert

>>> Anytime until the End of the Repair Only Period


Services & Support

� Program Technical Support:HTL-PTS

Unique Entry point:[email protected] to open anunlimited number of hotlines on the associat-ed program.Each hotline is reviewed on a weekly basisuntil it is closed:- “immediate” acknowledgement with a hot-line number

- full traceability on all email exchanges asso-ciated with the Hotline

- support entry point always available (duringcompany working hours) responding to arequest for status or escalation of the reso-lution to meet the customer’s changingrequirements.

Hotline support includes :- Fully understanding the customer’s questionor problem

- When necessary, direct contacts (phone con-ference calls for instance) with our bestexperts regarding your issue.

- Tests and investigations with a comparableconfiguration built with our reference plat-form in order to reproduce the issue in ourfacilities. This may require complementarytesting by the customer in their own envi-ronment.

- Providing any additional information, help,fixes on software delivered for this program,that can solve or provide a workaround forthe issue.

More complex hardware or software issues(requiring more than 4 hours of work) are com-pleted under Service Plus.Remark: When no HTL-PTS service is valid,Kontron will still open and register hotlines forany customer call. Simple responses will beprovided as far as possible (updated documen-tation for instance), or a quotation for start-ing HTL-PTS service will be sent.

� Service Plus: HTL-PLUSnnUse and Coverage

SERVICE PLUS covers all installation, mainte-nance or complex problem solving at the com-puter level. It is intended for all customers,even with large and/or complex system, some-times including hardware and software compo-nents from multiple vendors.SERVICE PLUS answers the need for swiftresponse times when support is requested atcritical phases of a program’s developmentschedule.SERVICE PLUS is a critical asset when issuescannot be tracked to a specific component ofa system prior to expert investigation, leaving

the customer in a delicate situation where nosingle vendor is willing to take responsibility,suspecting the other vendor supplied devicesto be defective.SERVICE PLUS is offered as a quota of pre-pur-chased days of support expertise that can beallocated to issues at any time (travel andexpenses are charged separately for on siteassistance).

Details and Prerequisites

Access to SERVICE PLUS requires an active sub-scription to Kontron PROGRAM TECHNICALSUPPORT (HTL-PTS) for the Customer’s pro-gram.SERVICE PLUS may be ordered at any timewhile HTL-PTS is active and is purchased in 5day batches.Purchased SERVICE PLUS days are allocated tothe program/location/company point of con-tact and remain valid until:- The purchased time was consumed by sup-port tasks authorized by the customer

- The PTS subscription expired (PTS can berenewed as long as the customer needs it)

In the event that the quota of SERVICE PLUSpre-paid days is exhausted, an order for addi-tional days, offered at the same terms andconditions as the initial order can be placed.SERVICE PLUS can also be delivered on-site(travel and expenses charged separately).Should the need for on-site support arise, thecustomer provides Kontron with the details.

RestrictionsThere is no result guaranteed by Kontron withthe SERVICE PLUS program, and issues linkedwith the following particular cases will alwaysdecrement the Service Plus quota:- Systems for which failure is due to impropermaterial handling by the customer.

- Systems for which failure is due to the phys-ical, mechanical or electrical environment atthe customer’s site.

- Access to defective systems or informationon such systems is made abnormally difficultfor the Kontron support team.

- Restrictions described for the Kontron HOTLINE contract also apply, in whole, for theSERVICE PLUS contract.

� Basic Access (Free)Kontron Hotline is available via Email [email protected] Kontron customers are entitled to accessKontron Hotline Basic Access services.

Kontron Hotline gives free access an issuetracking system (hotline tickets numbered hl#nnnnn ) to cover the following topics:- Purchase/Deliveries: management of hotlinetickets for delivery issues

- Documents/Manuals: management of hot-line tickets for more detailed information onKontron products, provide up to date manu-als and guidance

- Getting Started: management of hotlinetickets for customer first steps with ourproducts. No customer should loose time‘getting started’ with a Kontron product.

- Warranty/Repairs: management of hotlinetickets for repair issues. Our hotline uses theproduct serial number to retrieve informa-tion from our central database of deployedproducts. This is used to assess a productdetailed status (EC level, firmware rev.) itswarranty coverage, etc. Repairs are alsomanaged using hotline tickets. Each RMA islinked with a hotline number. All informa-tion about a current status for an RMA isaccessible.

All contacts and requests for information aremanaged by Kontron with the Hotline BasicAccess. Hotline tracking numbers are used totrack all customer interaction and a completehistory of each issue is maintained in ourdatabase. Customer confidentiality is main-tained.

On-SiteAssistance

� ASSISTAssistance from Kontron is always available on-demand with the ASSIST service.Three different levels of services:- Installation, maintenance operations, andboard replacement services that can be han-dled by a technician.

- Tuning, complex problem solving and helpwith software ports that can be handled by asupport engineer.

- Tuning, complex problem solving and helpwith software ports or hardware design thatrequire the intervention of an R & D engineer.

Order Code

ASSIST-SAV Technical LevelASSIST-S&S Engineer LevelASSIST-R&D Expert Level

�

Technical Support & Hotline�

When the root cause is solely linked to adesign defect found in a product purchasedfrom Kontron, the investigation time is nottaken off the quota SERVICE PLUS days∗∗.

∗∗ This clause is only applicable during the initial warranty period for the component. This clause does not apply to “On Site” SERVICE PLUS, or whenspecific customer parts like peripherals are involved: investigations in such cases always decrement the quota.

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