Assured Availability Service

Your Continuum system is covered by a warranty.

Stratus Assured Availability Service Agreement (AASA) is tailored for customers who want Stratus to assume full responsibility for supporting their equipment and applications.

Under AASA, Stratus is responsible for:

• Providing immediate access to the nearest Stratus Customer Assistance Center (CAC), 24 hours-a-day, seven days-a-week (24 X 7), via the high-speed Remote Service Network (RSN) modem, to handle the following:
  • Automatic notification of any hardware problems;
  • Immediate access to Stratus' on-line database for call history information to expedite the resolution of problems;
  • Transmission of technical information and documentation from the CAC;
  • Usage of Status' remote capabilities, including proactive and predictive analysis, remote system commands and the ability to pinpoint and duplicate system level problems;and
  • Electronic mail connectivity to Stratus service personnel .
• Providing 24 X 7 telephone access to the nearest Stratus CAC for technical service.
• Providing 24 X 7 same-day, on-site service, if mutually agreed, for declared Critical Remedial Service events.
• Providing continuous 24 X 7 remedial effort to resolve declared Critical Remedial Service events until normal system operation is restored.
• Providing 12 hour-a-day, six day-a-week (12 X 6), next-day or next business day, on-site service between 8 AM and 8 PM, Monday through Saturday, for scheduled Remedial Service Events.
• Providing shipment of replacement parts; delivery of the part(s) will be either the next day or the next business day from shipment, depending on access and availability of a commercial carrier and compliance with local customs and/or regulations.
• Providing distribution of all required Update and Upgrade media and Software Product(s) required to supply customers with the current functional release of any Software Product(s) supplied by Stratus.

Under AASA, the customer is responsible for:

• Assigning a technical person per site or location who is familiar with Stratus products to serve as primary contact with Stratus service personnel.
• Providing, at no charge to Stratus, access to the telecommunications equipment required to establish data communication over the Stratus RSN.
• Executing diagnostic routines directed by Stratus service personnel and informing Stratus of the results.
• Reasonably verifying the existence of a software product problem and determining the conditions under which that problem can be duplicated.
• Notifying Stratus anytime the configuration of a processing module or system is changed.
• Replacing Customer Replaceable Units (CRUs) under the remote direction of the CAC or Customer Engineer.
• Performing routine housekeeping services, such as cleaning the hardware products, replacing expendable parts and ribbons, performing regular operating checks, and providing all supplies required for these services.
• Maintaining all units of an individual type of Product (as identified by model type) in conjunction with a single system under service.
• Maintaining all Hardware Products in the Duplexed Mode's of Hardware operation.

Service Pricing

The standard billing frequency on all Continuum Services service orders is quarterly. The customer may also elect to pay semi-annually, or annually. If the customer chooses either a multi-year commitment term or to prepay their Continuum service contract, we will apply the standard multi-year and/or prepayment discount.