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<br />, . AU(,-31-2001 02:00pm From-E~ ~ILFORO EI <br /> <br />50em7136 <br /> <br />T-055 P.Ol0/0ll Her <br /> <br />f,. Data General <br />__n_____ .____ __ ~ <br />A Division of EMe <br /> <br />OMNiiCARE SlJPPORT <br />SERVICE DESCRIPTIONS <br /> <br />Eligibility <br />To be eligible for and remnill covered by OMNiiCARE a System must continuously meet the fOllowing criteria: <br /> <br />· OMNiiCARE is available only for Data General A ViiDN sysrem~. <br /> <br />· Each System must be a DO System classified as an A Vii ON dual ~6S0 system or above, in a cluster, <br />with failover capability. <br /> <br />· Each SYStem in a system cluster mUst qualify for OMNiiCARll. <br /> <br />. The configurlllion must iQclq<je ECC memory, llC1 UninlW\lplibl~ Power Supply (UPS) and back-up <br />storage devices approVed by DO. <br /> <br />· The hardware must be Covered by Data General's PrernierCARE hardware support. <br /> <br />· The o~raling system software (DGIUX or Microsoft JIlT) m\lstl>c covered by Premier:CARE Software <br />support, or by Support Plus uplifted to 24 by 7 coverage. Processor and storage devices must be covered <br />by microcode subscripdon service, when available, Updates a\ld patches. if any, to the operating system <br />and microcode provided under the prerequisite services, must be installed within founeen (14) days after <br />nor.ifJcation of avai.lability of a patch Or upon receipt of an update. <br /> <br />. All features of the machine-initiated Alerr system (A V/Alea or NT A1ea, including High Availability <br />features) must be implemented with a modem approved by DO, and It designated phone line used solely <br />for the AJen system. <br /> <br />· The inStallation location must be within fifty (50) miles of the nearest DO Service Center. <br /> <br />lktlnhions <br /> <br />. "Critical Syslem" means the system(s) identified by CPU Model Number and Sedal Number in the per- <br />tinent &hedule and consists of the CPU, the operating system (DGIUX or Microsoft NT), the DO hard- <br />\\fare components sharing the CPU cabinet, tbe Do master console and any DO mass storage peripher- <br />als. Other peripheral and network devices are not included in OMNiiCARE, but may be COvered under <br />other service modes. <br /> <br />· "T.Jnschedllled Dowmime" means any period during which the operating system is unavailable to run ap- <br />plications due to malfunCtion in the Critical System. <br /> <br />99.9% Uptime Guaraatee <br />. OMNiiCARE begins when successful installation of the Critical System is reported to DO's Customer <br />Suppon Center by the Alert sYStem. <br /> <br />· Each Uptime measuremem period is three calendar momhs. The firSI measurement period begins on the <br />first day of the next calendar month afler the Critical System has completed thirty (30) days of opera- <br />tion. <br /> <br />. If Customer believes tllllt Unscheduled Dowl1lime for a Critical System in the lasl lidl mensurement pe_ <br />riod may have eXCeeded Ihe threshold specified in this seCtion, Customer shall notify DG's Customer <br />SUPPot[ Center to request validation of UnsCheuuled Downtime for thai period. DG shall ca...se Ihe <br />Alert system log (or such other ~asuremOnt 100.1 as DG may utilize for tile purpose) to genetate a repOrl <br />of Unscheduled Downtime for the affected Critical System(s) over the measurement peliod. If the re- <br />porr confirms that Unscheduled Downtime for a Critical System within Ihe previous measurement period <br />exceed.:d 2.19 hours, DC will apply a credit for the amount of $4,500.00. <br /> <br />