Support Account Overview Support Account: HIN-CON-ARN-220075 Partner Address: Helios Address: Trinet Prima Solusi, PT Helios Informatika Nusantara Jl. Tanah Abang Il No. 104A Cideng-Gambir, Centennial Tower Lt. 12 (Dalam Area PT. Jakarta pusat ‘Computrade Technology International) JI. Jend Gatot Subroto Kav 24-25 RT 002 RW 002 Karet ‘Semangg} Setiabudi Partner Contact: Helios Contact: Lia Melanie Beatrix Judika Evelyna Telp : 6221-34831212 support@helios.id Fax:0 This order is governed by the specific agreement referenced below in the comment section. If none is identified, then Helios’ standard terms will apply. Either one is the "Agreement" Please have your Service Agreement 1D and Product# / Senial# available to expedite your supp experience Response Centre +62 811-9396-882 or email : support@helios.id Warranty validity can be check through www.helios.id/helioscare Service Agreement ID Coverage Period From: To: HIN-CON-ARN-220075 O1-APR-22 31-MAR-25 If your support account has a product with a date under “Coverage To" column, it signifies it has reached End-Of-Support life. Thereafter, support for it will be on time & material basis where parts are available. Any relocation/movement of products covered under this agreement by customer is subject to HPE conducting an inspection which is chargeable at HPE rates. 15Detail of Helios Care Service Agreement ID : HIN-CON-ARN-220075 Equipment Address: Software Update Address: BP{S Ketenagakerjaan BPS Ketenagakerjaan JiJend.Gatot Subroto 79 Kuningan, Setiabudi _—_Jjend.Gatot Subroto 78 Kuningan, Setiabudi Jakarta Selatan-DKi Jakarta Jakarta Selatan-DK! jakarta System Manager: Software Update Contact: Randi Aditya Kusuma Randi Aditya Kusuma Telp : 62215207797 Telp : 62215207797 Fax : 5202310 Fax : 5202310 Coverage from 01-APR-22 to 31-MAR-25 eet mae = wwcymescas ERY Farner Granded 95 Reva SuppotSVC-HPE AES caoeisgz3ane 1 womens Ese macamee sere MEANS caansuna vase eam aamer fences svete cycxas : sams [idiom at eh epat -Eins geo : mene sRimecetna heen eens : wrenas gine rate sro eM AN Cyore 1 sane arcama ee RAEN cs : wns SR ttl gst Senet cs : sess SER Mencang ame SRE i ea Bedtheeneiet sete eee MEO ce sagas alec es me S EIN egna sce teeta ce : nopetis {ziteertedet Ree IIe cry : ous Ut sites ee ; ClearPass C2000 D120 Gens HW Appl Supp [For 25038]Broduct No. ASKOIBAS, HASIWS45AAE3 HA3IZ401AAEE3 Hasizag0AAees HAgX95403, aayxasaas. Haayx9s4a3 agprasaas. 1HA3}x95403 HARIX954A3 HAS)x954A3 HARIx95483, 1HA3}x954A3 HA3)X954A3 HABpx954a3 HA3)XO54A3 HA3pr95.403, Ha3yr9S4n3 HAayxas4a3 HARp95443 HARILOSAAS Description HPE 3Y Partner Branded 9x5 Remote Support SVC -HPE Aruba ‘Airwave DL360 Pro HW Appliance Supp for X916A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba AirWave 1 Device Lic Supp [for JWS46AAE] PE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba ClearPass Ni AC 500 CE Supp {for {2801486} HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba CClearPass NL AC 100 CE Supp [for JZ400AAE} HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP-207 Supp [for X954A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 'AP-207 Supp iforjX954A} Y Partner Branded 9x5 Rerote Support SVC - HE Aube 207 Supp {for x954A) PE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP-207 Supp [for K954A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 1AP-207 Supp ifor 954A} DE 2Y Partner Branded Ox5 Remote Support SVC - HPE Aruba \AP-207 Supp [for Jx9548) LHPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 18P-207 Supp [for X954A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba \AP-207 Supp {for |x954A] OE 3¥ Partnar-Branded Ox$ Remote Support SVC - HPE Aruba 1AP-207 Supp [for }X954A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 1AP-207 Supp [for Jx9548) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 1AP-207 Supp [for x9548) PE 3Y Partner-Bronded 9x5 Remote Support SVC - HPE Aruba 1AP-207 Supp [for X954A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 1AP-207 Supp [for KO54A) HPE 3Y Partner-Branded 9x5 Remote Support SVC -HPE Aruba |AP-207 Supp [for x954A) PE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 14?-207 Supp [for JX954A) HPE 3Y Partner-Brended 9x5 Remote Support SVC - HPE Aruba 1AP-207 Supp Ifor JKO54A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP-207 Supp [for X954A) HE 3Y Fartner-Branceo 9x5 Remote Support SVC - HPE Aruba 1A?-207 Supp [for x954A) Serial No. 4xQ839028T WORTFEODO4RJVONURG ‘COREQSRDMWOZFDNUEW ‘COMZCWANTINUEMOVE cnDsjST353 cNDSISTS7W enpsjsr541 eNDS/STS72 CNDSISTSEL. (cNosIsT573, cNDS/STST eNpsssTs62 eNDssTS70 CNDSISTSSL. eNDSISTS7S cNnDsysT574 ‘cNDS/STS7F ‘eNDs|STSST ‘cnos|sTsaL ‘enDs}ST380 cuDsjsTS@k ‘cNDS|STS5D 3/15Product Mo. HaSasaas, HAS}X954A3 Hapx9saa3, tasyxa5an3 HAgyX954A3 HA3x9S443 ma3yxasan3 HA3)X95443 HASpx95403 HAS)X954A3 HA3yX95443 HA3pR95483 HA3)XO54A3 HA3yX95443 Hagixessaa HA3yX95443 HABK95443, Hagprosans agyxas4as HASpx95403 aspxosea3 HAayx954a3. Description HPE 3Y Partner Branded 9x5 Remote Support SVC - HPE Aruba |'AP-207 Supp [for X954A) HPE 3¥ Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP-207 Supp [for JX954A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 18P-207 Supp Ifor XS54A} HPE 2Y Partner-Branded x5 Remote Support SYC - HPE Aruba \AP-207 Supo [for |X954A] LHPE 3Y Partner.randed 9x5 Remote Support SVC - HPE Aruba 1AP-207 Supp [for X954A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 182-267 Supp {for jX954A) HE 3Y Partner-Branded 9x5 Remote Suppoft SVC - HPE Aruba |AP-207 Supp {for JX954A] LHPE 3Y Partner-Branded 9x5 Remate Support SVC - HPE Aruba |AP-207 Supp [for X954A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 1AP-207 Supp ffor XS54A) PE 2Y Partner Branded Ox$ Remote Support SVC . HPE Aruba 18-207 Supp [for JXO54A) PE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 14-207 Supp [for JX954A) HPE 3Y Partner-Branded 9x Remote Support SVC - HPE Aruba |AP-207 Supp {for Jx954A) OE 2¥ Partner-Granded GxS Remote Support SVC -HPE Aruba 1AP-207 Supp [for X954A] HPE_3Y Partner-randeo 9x5 Remote Support SVC - HPE Aruba 142-207 Supp [for JX954A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP-207 Supp [for xOS4A) PE 3V Partner-Brandes 9x3 Remote Support SVC - HPE Arubs, 'AP-207 Supp [for Jx954A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 1A?-207 Supp [for K9548) HPE 3Y Partner.Branded 9x5 Remote Support SVC - HPE Aruba |4P-207 Supp {for x9548) LHPE 3Y Partner-Branded 915 Remote Support SVC - HPE Aruba \AP-207 Supp [for Jx9548) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 1AP-207 Supp [for X954A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP-207 Supp [for |X954A} HE 3Y Partner-randed 9x5 Remoce Support SVC - HPE Aruba 1AP-207 Supp [for X954A) Serial No. chDsiSTSeW cNDs)STS57 cNDS/STS7P. cnosjst55z (cNDSiST578 CNDSISTS7R cnosysTs7. cNDSySTS2M ‘eNDS|STS4M ‘eNDSjST520 ENDS|STS45 ‘CNDSISTS3W (ENDSISTS2R ‘eNDS|ST54x eNDS}STS2Z_ cNosysTs4n ‘cnosjsr548 cnosjs582 (cNDS/STS3 cNDSysTS6V cnDsisT588 a5HASIx9SAA3. HARXO54A3 Haspx954a3. asyweniAs HA3WBIA3 ‘wa3ywa11a3 HA3WBI1A3 Hagywe11a3 aayws11A3 HAgwe11A3 Ha3ywe11A3. HA3IW686A3 HAS]W6R6A3 HA3)WA72ARES HAg]W473AAE3 HASIWS46AAE3 HASxXo18A3 HASWATZAAES HA3]W473AAE3 HASWeILA3 wazwertas aaywen1A3: Description HPE 3Y Partner-Sranded 9x5 Remote Support SVC -HPE Aruba |'€P-207 Supe [for K954A) HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 14-207 Supp [for Jx954A] PE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 18P-207 Supp {for jx9548) LHPE 3 Partner-Branded 9x5 Remote Support SVC - HPE Aruba AP 315 Supp [for JWB11A] LHPE 3Y Partner-randed 9x5 Remote Support SVC - HPE Aruba |AP 315 Supp [for W811] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Arube 182 315 Supp (for WBLLA] PE 2Y Partner Branded 9y5 Remote Support SVC - HPE Arube IAP 315 Supp (for JWB1LA] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Arube |AP 315 Supp [for }W811A] HE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba Ae 315 Supp ifor jWOLLA) HPE 3Y Partner Branded 9x5 Remote Support |AP 315 Supp [for JW811A] LHPE 3Y Partner-Branded Gx5 Remote Support SVC - HPE Aruba 1AP 315 Supp [for W814) UC. HE Aruba HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba "7030 Conmtrolier Supp {for WeE6A} HOE 2¥ Partnar-Branded SxS Remote Support SVC - HPE Aruba 7030 Controlier Supp {for W686A) HPE 3Y Partner-Brancec 9x5 Remote Support SVC - HPE Aruba CCatri per AP Capcty E-LTU Supp [for JW472AAE] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba LUcense PEF Contro Supp [for JW473AAE] HE 3Y Portner-Bronded 9x5 Remote Support SVC - HPE Aruba, AitWave 1 Device Lic Supp {for JW545AAE] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Arube AirWave DL360 Pro HW Appliance Supp [for JX918A) LHPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba Ctrl per AP Capcty E-LTU Supp [far JW472ARE] HHPE 3¥ Partner-Branded 9x5 Remote Support SVC -HPE Arube License PEF Contro Supp [for JW473AAE) LHPE 3¥ Partner-Aranded 9x5 Remote Support SVC - HPE Aruba INP 325 Supp [for ]W812A] HPE 3Y Partner-Branded 9x5 Remote Suoport SVC - HPE Aruba AP 325 Supp [for W811] PE 31 Partner-Brandeo 9x5 Remote Support SVC - HPE Aruba 1A? 315 Supp [for JW811A] ‘Serial No. ay cDsisT589 # CNDS)STSEN 1 ‘enpsjsrs00 1 cFajssorn 1 LCNFA)SSOFN 1 coNFajss905 1 ‘onF4)ss980 1 (CNFa)SS9FH 1 eNFajss90R 1 ‘CNFA)SS9FX 1 CNFAjss901 1 ‘¢RO0150794RB 1 (cROOLSOBSARB 1 108672129821964038 SI Lo7BCASTOCDCC?sBBD 51 wo7716e9S8F27B48C3 53 xq73404H4 1 LONDUXOTGIQTMSMEZE 64 LoMZjcoTYSOTQSMOUZ — 64 CNGXJoTFVS 1 cNGXOTFVC 1 CNGXJoTFVP 1 |Product Ho. AsyWeniA3 asywe11A3 HAga11A3 Hasywsiias HagwaliA3: Hagjwa1143 HaSwentAs Ha3waLIA3 Hagywe21A3 Hagywe11As HAyW8LIAS aawen1A3, HA3WBLLAS Hagywe11As aaywal1A3: agywe11a3 Hagwa1A3 scgywen tag HASIWGIIAS HASWeIIA HAWELIAR HASIWBLIAS Description HPE 3Y Partner Bronded 9:5 Remote Support SVC -HPE Aruba |AP 315 Supp [for W814] HE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |aP 315 Supp [for JWB11A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba WAP 325 Supp ffor WBILA) HPE 3Y Partner-Branded 9y5 Remote Support SVC - HPE Aruba \AP 315 Supp [for JW811A] LHPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 'AP 315 Supp [or ]W8114] PE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba {AP 315 Supp ifor (WOLLA) HPE 3Y Partner-Branded QyS Remote Support SVC -HPE Aruba IAP 315 Supp [for JW811A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba JAP 315 Supp [for W814] HE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba iAP 315 Supp ifor WOLLA] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP 315 Supp [for JW811A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba JAP 315 Supp [for we11A] HE 3Y Partner-Brandes 9x5 Remote Support SVC - HPE Aruba {AP 315 Supp [for W811A) DE 3Y Partner Branded 9x5 Remote Support SYC -HPE Aruba |? 315 Supp [for JWB11A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Arube VAP 315 Supp {for JW811A] HPE 3Y Partner-Brandeo 9x5 Remote Support SVC - HPE Aruba {AP 819 Supp [Tor WS11A) Hie 3¥ Portner-Brandes 9x5 Remote Support SVC - HPE Aruba AP 325 Supp [for JW811A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Arubs IAP 315 Supp [for W114) LHPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 1AP 315 Supp Itor W814) PE 3¥ Partner-Branded 9x5 Remote Support SVC - HPE Arua |AP 315 Supp {for W114] PE 3 Partner-Branded 9x5 Remote Support SVC - HPE Aruba AP 315 Supp for JWE]2A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba AP 325 Supp [for W811] PE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP 315 Supp [for W114] Serial No, ChoxjoTFY) CNGXJOTFOS CNGXJOTFRT cnGxoTFoo CNGXJOTFON cNaxjoTFov eNGXOTFRI CNGXJOTFRC CNGXJOTFRE encxjoTFR CNGXOTFPK CNGKOTFTB enGxoTFPS CNGXOTFOJ cNoxorFTa CNGXIOTFOF CNGXOTFPF cuengorrun CNGXJOTFSV CNGXJOTFOL, CNGXJOTFPD CNGXJOTENC esProduct No, AShweLiAS: HagqWel1A3. HA3We11A3 nasye11Aas HASIWBIIAS Hagywenia3 Hagwal1A3, HA3yWe11A3 masywanias HASWELLA3 Hagywe11a3 awl 1A3, Hagqwe11A3 a3qwen1A3, Magwat1a3 HASWe11A3 Hagwat1Aa sagen 143 Hagjwe11A3 HASWBLLAS HA3jWeILAa a3ywenias Description LHPE 3Y Partner-Branded 9x5 Remote Support SVC -HPE Aruba |aP 315 Supp [for JW8114] |HPE 3Y Partner-Granded 9x5 Remote Support SVC - HPE Aruba AP 315 Supp [for W811] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba AP 31S Supp {for WEILA) HE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba JAP 315 Supp [for W814] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP 315 Supp [for }we114) HE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba AP 335 Supp ifor WELLA] LHPE 2 Partner-Branded 9y5 Remate Support SVC - HPE Aruba |AP 315 Supp [for }W811A] |HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba JAP 315 Supp [for JWB11A) PE 3Y Partner-Sranded 9x5 Remote Support SVC - HPE Aruba TAP 315 Supp for jWELLA] HPE 3Y Partner Branded 935 Remote Support SVC - HPE Aruba 1AP 315 Supp [for JW811A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba IAP 315 Supp [for W811] PE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba 4AP 315 Supp itor ws11A) NPE 2Y Partner Branded 9x5 Remote Suopart SVC - HPE Aruba |AP 315 Supp [for JW8114] LHPE 3Y Partner-Brandec 9x5 Remote Support SVC - HPE Aruba \AP 315 Supp {for Jw811A) HPE 3Y Partner-Brandec 9x5 Remote Support SVC - HPE Aruba 'AP 315 Supp {Tor we811A) HEE 3¥ Portner-Branded 9x5 Remote Suppor SVC - HPE Aruba, \AP 315 Supp [for W811] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba |AP 315 Supp [for (W814) LHPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba \aP 315 Supp tor Jw8114) HHPE 3¥ Partner-Branded 9x5 Remote Support SVC - PE Arube JAP 315 Supp [for W114] PE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba IAP 315 Supp [for }W811A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba IAP 325 Supp [for W814) HE 31 Fartner-trranded 9x5 Remote Support SVC - HPE Aruba 1AP 315 Supp [for JW8114] Sariat No, ChGRIOTFO3 ‘CNGXOTFLK CNGXOTEST ‘cnoxoTFso NGxjoTFT2 CNGXIOTFSR CNGXIOTFSP CNGxjoTFSW NGXIOTFL? CCNGXJOTFWH cNGXOTFAY CNGKOTFW3, cNGXOTFWM CNGXOTFWG eNGKOTEVS CNGxoTFTT ENGKIOTFTS cNGyoTFT eNGxjoTFO7 CNGXJOTFOB: eNGMOTFSS cNGXJoTFTP 775Product Ho. HASpWELIAS HAgqwel1A3 Ha3qwa11A3 MAgqWaIA3. HAgwe11A3 Hagqwe1a3 Dascription HE 3Y Partner: Branded 9x5 Remote Susport SVC - HPE Aruba |aP 315 Supp [for Jw8114) LHPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba JAP 315 Supp [for ]W8I1A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba {AP 31S Supp {for WELL) HPE 3Y Partner-Branded 9x5 Remote Susport SVC -HPE Aruba |AP 315 Supp [for JW811A] HPE 3Y Partner-Branded 9x5 Remote Support SVC - HPE Aruba AP 315 Supp {for }W811A) LHPE 3Y Partner-Brended 9x5 Remote Support SVC - HPE Aruba la? 315 Supp ifer W811} Serial No. ChGXOTFTN (CNGXJOTFTL. ENGXIOTETH eNGXOTFLS CNGXIOTFRL CNGHJOTFRX a5Helios Care Support Scope Helios Care offers an integrated set of reactive services designed to help you improve stability and performance of your network infrastructure. In the event of a service incident, Helios Care provides you with an enhanced call experience with access to advanced technical solution specialist who will manage your case from start to end with your goal of reducing the impact to your business while helping you to resolve critical issues more quickly. Helios applies incident management procedure intended to provide rapid resolution of complex incidents Services Benefits Helios Care helps you to improve the return on your investment designed to provide * Quicker incident resolutions from well trained and solution-oriented advanced resources who manage the case end to end + Analysis and recommendation that may help prevent problem. Incident Managements Services Level options + Partner Branded 9x5 Remote Support + Partner Branded 24x7 Remote Support + Partner Branded 24x7 Onsite Support + Partner Branded 24x7 Onsite Premium Support + Partner Branded Local Maintenance Support Incident Management Feature Delivery Specifications ‘There are 5 services level options Partner Branded 9x5 Remote Support Partner Branded 24x7 Remote Support Partner Branded 24x7 Onsite Support Partner Branded 24x7 Onsite Premium Support Partner Branded Local Maintenance Support Incidents Management Service Level Options The customers can contact Helios 24 hours a day, 7 days a week. When the customer calls a Enhanced Call Experience critical incident, Helios aims to either connect the customer to technical specialist or call the customer back within 1 hour. Helios applies integrated case management and enhanced escaiation procedures to resoive Enhanced Escalation Management ‘complex support incidents and we will work together with HPE Principal to solve incident occurred. 75Replacement Parts and Material Service Travel Zone Description Geographic Locations Hardware Onsite Response Time Part Replacement Delivery Delivery Specifications Helios wili provide repiacement parts and ‘materials necessary to maintain the covered hardware product in operating condition. Helios will send the replacement part after confirming the existing hardware failure and based on SLA If there is no onsite support agreement, Helios will send the replacement parts only to customer site Travel Zone Specification Travel Zones and Charges, if applicable, may vary in some geographic locations. For travel to sites located above 40km outside Helios Head Office, additional travel charge will be applied Onsite response times apply only to sites iocated within 40km from Helios Head Office. Response time to sites located more than 40 km from Helios Helios Office will be adjusted including travel time. For Remote Support option, part replacement delivery will be charged based on actual cost or pickup at Helios warehouse during business hour. 10715SLA Definition Helios Care SLA + Partner Branded 9x5 Remote Support Delivery Specification In Scope-Service Support Maximum Response Time: 4 Hours Remote Support Part Replacement (RMA) Problem Diagnosis: - Hardware issue - Performance issue 05 Upgrade: ~ Download from HPE support resources Problem diagnosis and advisor 9 Hours Standard Office Days: 08.00 am - 05.00 pm Exclude Saturday, Sunday and Holiday ‘Out of Scope - Service Support * - Preventive Maintenance Performance testing or modeling - Operational testing of applications or troubleshooting of interconnectivity, network, or compatibility problems location - On-site delivery by Helios of support, including product installation, installation of replacement parts, or installation of firmware and software updates; the service provides for remote hardware and software Helios technical support only - Configuration problem during self-installation ‘or solf-reconfiguration Note: * For this scope, please purchase Partner Branded Local Maintenance Support TisHelios Care SLA + Partner Branded 24x7 Remote Support Delivery Specification in Scope-Service Support Maximum Response Time: 4 Hours Remote Support Part Replacement (RMA) Problem Diagnosis: Hardware issue ~ Performance issue OS Upgrade: = Download from HPE support resources = Problem diagnosis and advisor 24 Hours Standard Office Days Include Saturday, Sunday and Holiday Out of Scope - Service Support * - Preventive Maintenance - Performance testing or modeling ~ Operational testing of applications or troubleshooting of interconnectivity, network, or compatibility problems + Ralocation - On-site delivery by Helios of support, including product installation, instatiation of replacement parts, or installation of firmware ‘and software updates; the service provides for remote hardware and software Helios technical support only = Configuration problem during self-installation or self-reconfiguration Note: * For this scope. please purchase Partner Branded Local Maintenance Supportfielios Care SLA + Partner Branded 24%7 Onsite Support Geiivery Specification in Scope-Service Support ‘Maximum Response Time: 4 Hours Remote and Onsite Support ** Part Replacement (RMA) Problem Diagnosis: ~ Hardware issue = Performance issue OS Upgrade: ~ Download from HPE support resources = Problem diagnosis and advisor 24 Hours Standard Office Days Include Saturday, Sunday and Holiday Out of Scope - Service Support * - Preventive Maintenance = Performance testing or modeling = Operational testing of applications or troubleshooting of interconnectivity. network, or compatibility problems - Relocation - On-site delivery by Helios of support, inchiding product installation, instaiiation of replacement parts, or installation of firmware and software updates; the service provides for remote hardware and software Helios technical support only = Configuration problem during setf-installation or self-reconfiguration Note: * For this scope. please purchase Partner Branded Local Maintenance Support ** Service Travel Zone applied 7sHelios Care SLA + Partner Branded 24x7 Onsite Premium Support Delivery Specification in Scope-Service Support Maximum Response Time: 4 Hours Remote and Onsite Support ** Part Replacement within 24 hours Problem Diagnosis - Hardware issue ~ Performance issue OS Upgrade: - Download from HPE support resources - Problem diagnosis and advisor 24 Hours Standard Office Days Include Saturday, Sunday and Holiday ‘Out of Scope - Service Support * - Preventive Maintenance - Performance testing or modeling - Operational testing of applications or troubleshooting of interconnectivity, network, ‘or compatibility problems = Relocation - Onssite delivery by Helios of support, inchuding product instaiiation, instaiiation of replacement parts, or installation of firmware ‘and software updates; the service provides for remote hardware and software Helios technical support only = Configuration problem during self-installation or self-reconfiguration Note: * For this scope. please purchase Partner Branded Local Maintenance Support Service Travel Zone applied wsHelios Care SLA Delivery Specification Optional Service Features Regular visit to customer with frequency refers to agreement ®° Collect hardware configuration * Collect log from existing hardware * Backup all configuration © Create Health Check documentation Corrective Ticket Maintenance : ; This ticket covers out of scope service support Partner Branded Local Maintenance Support 0, tanuard Helios Care One (1) Corrective ticket will cover one of these activities: * Performance testing or modeling © Reconfiguration * On-site delivery by Helios of support, including product installation, installation of replacement parts, or installation of firmware and software updates; the service provides for remote hardware and software Helios technical support only 1715