Stratus ftService offerings for ftServer Systems running VMware Infrastructure 3

Stratus^® ftService^SM Offerings for ftServer^® Systems Running VMware^® Infrastructure 3

Your single point of contact for IT consolidation and business continuity solutions support

The combination of VMware^® Infrastructure 3 and Stratus Continuous Availability servers brings you the most comprehensive solution for virtualized IT environments. Our proactive ftService offerings extend the value of our servers, with proactive remote support that sustains the industry's highest levels of uptime for VMware Infrastructure 3 ESX Server environments. This is service with a difference. Stratus focuses on preventing downtime instead of providing remediation after the fact, as others do. And our cost-effective coverage options meet a spectrum of availability needs.

ftService offerings for customers who purchase VMware^® Infrastructure 3 from Stratus

Features	System Availability Plus Coverage	Assured Availability Plus Coverage
Virtual machine root cause (vmRC) coverage1		Optional guest OS root-cause determination2
Availability program guarantee		Included
Management priority escalation		Included
Same-day, on-site emergency service3		Included
Collaboration with VMware	Included	Included
VMware Infrastructure 3 Support and Subscription Services4	Enterprise Edition Standard Edition	Enterprise Edition Standard Edition
Problem relief objective	Normal system operation, weekday business hours	Normal system operation, plus host-OS root-cause determination
Critical problem engineer response time	< 2 hours	< 30 minutes
Access to availability engineers to address critical problems	Weekday business hours	24/7
Access to software advice	24/7	24/7
Failsafe software subscription	Included	Included
Advanced parts exchange	2nd business day	Next business day
Access to hardware advice	24/7	24/7
Remote hardware monitoring	24/7	24/7
Secure remote access	Internet/modem; bi-directional	Internet/modem; bi-directional
Contract term	1-year agreement; automatic renewal	1-year agreement; automatic renewal

1 vmRC coverage is only available with Assured Availabiulity Plus coverage for ftServer systems running VMware Infastructure 3.
2 vmRC guest OS support is limited to the current and immediately proceeding versions of Microsoft Windows Server 2003 and Red Hat Enterprise Linux operating systems listed on the Stratus OS release information page.
3 Where available
4 When VMware Infrastructure 3 Editions are purchased from Stratus, customers are required to order the software license, Support and Subscription (SnS) service and a Stratus ftService offering for VMware-based ftServer systems.