Support Account Overview Support Account: HIN-CON-ARN-220077 Partner Address: Helios Address: Trinet Prima Solusi, PT Helios Informatika Nusantara JJ. Tanah Abang Il No. 104A Cideng-Gambir, Centennial Tower Lt. 12 (Dalam Area PT. Jakarta pusat Computrade Technology International) ||. Jend Gatot Subroto Kav 24-25 RT 002 RW 002 Karet, Semangg! Sctisbudi 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# / Seria!# available to expedt experience, I Response Centre +62 811-9396-882 or email : support@helios.id Warranty validity can be check through www.helios.id/helioscare Coverage Period From: To: o1-app-22 31 YAN24 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 TIPE conducting an inspection whic rgeable at IPE rates. 179Detail of Helios Care Service Agreement ID : HIN-CON-ARN-220077 Equipment Address: Software Update Address: PIS Ketenagakerjaan PIS Ketenagakerjean JiJend.Gatot Subroto 79 Kuningan, Setiabudi _—jl.Jend.Gatot Subroto 79 Kuningan, Setiabudi Jakarta Selatan-Dk! jakarta Jokarta Selatan-DK! jakarta System Manager: Software Update Contact: Randi Aditya Kusuma Randi Aditya Kusuma Telp : 6221527797 Telp : 6221527797 Fax : 5202310 Fax : 3202310 Coverage from 01-APR-22 to 31-JAN-24 Product No. Description Serial No. HPE 3Y Partner-Branded 9x5 Remote Support SVC-HPE Aruba ¢ HASIWSBTAAES CiearPacs Get 500 EP Lic Supp (for WSB7AAE] (CO58904FAS396F4681 3yx921A3_HPE 3Y Partner-Branded 9x5 Remote Suoport SVC -HPE Aruba RASIISZIAS— ClearPass 5K DL20 HW Appliance Supp [fr X921A] 227470086 ty 1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 5 eae Partner Branded 24x7 Remote Support aidan oneeporiant Sona Laval Opiions: nS een Seay ahs Soper Partner Branded 24x7 Onsite Premium Support Partner Branded Local Maintenance Support The customers can contact Helios 24 hours 2 day, 7 days a week. When the customer calls 2 Enhanced Call Experience critical incident, Helios aims to either connect the customer to a technical specialist or call the customer back within 1 hour. Helios applies integrated case management and enhanced escalation procedures to resolve Enhanced Escalation Management complex support incidents and we will work together with HPE Principal to solve incident occurred.Replacement Parts and Material Service Travel Zone Description Geographic Locations Hardware Onsite Response Time Part Replacement Delivery Delivery Specifications Helios will 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 located within 40km from Helios Head Office. Response time to sites located more than 40 km trom Helios Helios Ortice 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. EEE ee reer eee ear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 Excude 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 ation -site delivery by Helios of support, jnckiding product installation replacement parts, or installation of firmware ‘and software updates; the service provides for remote hardware and software Helios technical support oniy - Configuration problem during selt-installation or setf-reconfiguration Note: * For this scope, please purchase Partner Branded Local Maintenance Support 579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 0S 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 instaliation, 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 selt-installation or self-reconfiguration Note: * For this scope. please purchase Partner Branded Local Maintenance SupportHelios Care SLA + Partner Branded 24x7 Onsite Support Delivery 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 instaliation, 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 setf-installation or self-reconfiguration Note: * For this scope, please purchase Partner Branded Local Maintenance Support ** Service Travel Zone applied 78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 - On-site delivery by Helios of support, inchiding product instalation, 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 setf-installation or self-reconfiguration Note: * For this scope. please purchase Partner Branded Local Maintenance Support ** Service Travel Zone appliedHelios Care SLA + Partner Branded Local Maintenance Support Delivery Specification Optionai 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 Ti This ticket covers out of scope service support from stancard Helios Care ‘One (1) Corrective ticket will cover one of these activities: 2 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