Technical Support Agreement
Thank you for purchasing Coho Data Technical Support. There is no requirement to
register the Coho Data system (s). The serial numbers are automatically registered
with Coho Technical Support, at the time of purchase.
This Coho Support agreement entitles the owner to Coho Data’s world-class team of Technical Support
Engineers and Administrative Support Personnel, to assist with software and hardware problem resolution.
Technical support is only available for purchase from Coho Data and Coho Data Partners and features the
following key elements:
■ Phone, email support
■ Web Support
■ Software updates
■ Hardware Repair/Replacement
Coho Support assistance is primarily designed to address “break/fix” scenarios. For matters of network
design, integration, implementation, optimization, etc. please contact Coho Data Professional Services.
“Installation”, “Technical Account Manager” and “on-site” services are also available as optional services,
at additional cost.
Telephone Support
Coho Support is available 24 x 7 x 365. For Severity 1 (S1) and Severity 2 (S2) issues, call for immediate
assistance. For Severity 3 (S3) and Severity 4 (S4) issues, please email or use the Coho Data
Online Support Portal to open a support case. If Internet access is unavailable for a S3 or S4 issue, contact
Coho Support by calling one of the following phone numbers:
Country
Phone Number
US and Canada
1-855-786-2646 (855-RUN-COHO) / Local: 1-408-419-1907 x2
International
1-408-419-1907 x2
Web Support
The Online Support Portal allows the support contract holder to open S3 and S4 cases, access our
Customer Support Forum, online manuals, release notes, track open cases, and more. Please visit us at:
www.cohodata.com/support
Technical Support Agreement
1
CUSTOMER SERVICE REQUESTS
If a technical issue arises with a Coho Data product, please contact the Coho Support Center. Our staff is
prepared to troubleshoot any hardware or software issue, as well as coordinate advanced replacement
parts shipment, that may be necessary, as covered in the customer’s support contract level.
Whether opening a case via telephone, the Online Support Portal, or email, please have the following
information available:
■ Authorized technical contact, within your
organization.
■ Concise description of problem.
■ Product serial number.
■ Host details.
(one problem description per case)
(ESXi version, number of connected/affected hosts, etc.)
■ Product model number and OS version.
■ Network topology.
(IP details, VLAN, VMs, etc.)
■ DataStream Technical Support Archive.
SUPPORT CENTER SERVICE REQUEST RESPONSE
Coho Support will assign each service request (each a “Case”) with one of four Severity Level
designations at Coho Support’s reasonable discretion. Customers must read and understand the following
Severity Levels when submitting a service request:
Severity Level
Definition
Acknowledgment 1
Response 2
Severity 1: Critical
Operation and/or Service down.
Within 30 minutes.
Within 1 hour.
Severity 2: High
Service is functional.
Performance impacted.
Within 30 minutes.
Within 2 hours.
Severity 3: Medium
Performance is impaired.
No business impact.
Within 4 business hour.
Within 1 business day.
Severity 4: Low
Informational request.
Within 1 business day.
Within 2 business days.
Table 1 - Sever ity levels
NOTE: Severity 1 and Severity 2 cases are immediately routed to the Technical Engineer, for live handling.
1 Coho Support will contact the customer, acknowledge the case, and assign it to an available Technical Support Engineer.
2 A Technical Support Engineer will contact the customer, by a preferred method of contact, within the defined time.
Technical Support Agreement
2
HARDWARE AND SOFTWARE STANDARD WARRANTY
Coho Data systems include a standard hardware and software warranty; no additional purchase is
required. Furthermore, Coho Support provides phone support during normal business hours for replacing
defective parts, within the standard warranty period.
■
1-Year Hardware Warranty
For Systems that do not have support contract, Coho Support will replace defective hardware parts after
receiving the defective parts. 1
■
90-Day Software Warranty
For 90 days we will provide software updates for any defects. However, automatic software updates will
require a support contract.
SUPPORT ENTITLEMENTS
Support
Plan
Technical
Support
Web Portal
Access 2
Duration
Hardware Replacement
Software Updates
Silver
1, 2, 3 years
Next business day
Advanced Delivery
Length of contract
Gold
1, 2, 3 years
Next business day
Advanced Delivery 3
Length of contract
24 x 7 x 365
Yes
Platinum
1, 2, 3 years
4-hour Advanced Delivery 4 Length of contract
24 x 7 x 365
Yes
9 AM to 6 PM
(local business hours)
Yes
Table 2 - Suppor t Offer ings
On site technician option is available on both the Gold and Platinum plans. Please contact your Coho
Sales representative for more information.
Explanation of delivery times for Silver and Gold offerings:
■
Next business day
The hardware will be delivered on the next business day if an RMA, Return Merchandise Authorization,
request is approved by 12pm local time.
■
Next calendar day
The hardware will be delivered on the next calendar day, including weekends and holidays. If an RMA
request is approved by 12pm local time.
1 For hardware warranty claims, defective parts must be received before replacement parts are shipped.
2 Web Portal is available 24 x 7 x 365, except during maintenance periods or other unplanned down time.
3 Next calendar day advanced delivery option available.
4 4-hour support location must be qualified by Coho Support.
Technical Support Agreement
3
RMA PROCESS
A case is required for hardware troubleshooting and product replacement. All returns must be authorized
and assigned Return Materials Authorization (RMA) numbers in advance by a Coho Support Staff.
To begin the RMA process, contact Coho Support via theOnline Support Portal, phone, or e- mail. Be
prepared to provide serial number (s), your shipping address, shipping contact name, shipping contact
phone number, and a description of the problem. If a hardware failure is determined as the cause of the
problem, or if a hardware repair/replacement is required for any other reason, Coho Support will create an
RMA. The RMA number is linked to your case and communicated to you, along with return instructions.
COHO DATA CANNOT BE HELD RESPONSIBLE FOR ANY PRODUCT RETURNED WITHOUT AN RMA
NUMBER OR OTHER REQUIRED INFORMATION AND ANY SUCH PRODUCT MAY BE REFUSED AND
RETURNED AT THE CUSTOMER'S EXPENSE.
For a Technical Support level that permits advance hardware replacements, delivery of a replacement
product will occur prior to receipt of the defective hardware, by Coho Data. Any RMA requests received
before 12:00 p.m. PST, Monday through Friday (excluding local holidays), Coho Support will ship the
replacement unit the same business day, to arrive at the customer premises the next business day. Any
RMA requests processed after 12:00 p.m. PST, Monday through Friday, the replacement will ship to the
customer, on the following business day. All hardware units, shipped as exchange replacements from
Coho Data, will ship at no cost to the customer. The shipment will comprise of a standard or reconditioned
components of equal or better quality, revision level, and/or functionality. Upon receipt of the
replacement unit, the defective unit must be returned and received by Coho Data, no later than 10
business days after the replacement unit has arrived. For customers outside of North America, Coho Data
must receive the defective unit within 20 business days, from the receipt of the replacement unit. Should
Coho Data fail to receive the defective unit(s), the customer will be billed the then current Coho list price
for the product. Non- payment may result in suspension of all support services from Coho Data. Advance
hardware replacement may not be available in all geography areas and is subject to delays due to
weather, acts of God and other force majeure events.
For a Coho Support level that does not permit advance hardware replacement, defective hardware must
be shipped back to Coho Data, no later than 10 business days after receipt of an RMA number. For
customers outside of North America, Coho Data must receive the defective hardware within 20 business
days after receipt of an RMA number. Should Coho Data fail to receive the defective unit(s), Coho Data
will cancel the pending RMA request.
If the Technical Support level entitlement allows retention of defective hardware parts, there is no
requirement to return any defective hardware part to Coho Data that are covered by the non- return
option. However, it is required that other defective hardware parts not covered by the non-return option,
are returned to Coho Data, subject to the processes, conditions and requirements detailed above.
CLOSURE AND RESPONSIVENESS
A customer support request is typically closed upon confirmation of resolution. Otherwise, Coho Support
may close a case, if there is no communications after two contact attempts, during a fourteen day period.
Support requests may also be closed if the issue is addressed in an already- released update or patch,
with acknowledgment and agreement from the customer.
Technical Support Agreement
4
SUPPORT LIMITATIONS
Software Support Limitations
Software support shall include software updates that are developed by Coho Data, during the Technical
Support term.
Coho Data is not obligated to remedy any software error or provide technical support for any
Coho software issue resulting from (i) alteration of the Coho software, except by Coho Data or in
accordance with its instructions, (ii) damage to the Coho software by improper environment, abuse,
misuse, accident or negligence, (iii) outside causes not related to the Coho software, (iv) use of the
Coho software in conjunction with an unsupported product, (v) failure to install Coho software updates,
made available by Coho Data (to the extent that the error or problem would have been avoided by
installation of the update), and/or (vi) use of the Coho software outside the scope of your license,
including installation of the software on a non-permitted hardware configuration.
Coho’s software support and maintenance services do not cover the following items:
n Software that is superseded by more than two release cycles and/or greater than twelve (12) months since the
current release.
n Software code customizations.
n On-site support services, without prior and separate Coho Data Professional Services agreement.
n Any software installed without formal authorization by Coho Data.
Hardware Support Limitations
Coho Data’s hardware support obligation shall not apply to the extent that the applicable hardware is
damaged or malfunctions, as a result of improper installation, misuse, accident, or unauthorized repair or
modification, or is not used in accordance with the documentation or other applicable instructions
(including, but not limited to, damage or malfunction of the hardware caused by the addition or installation
of any non-Coho-provided hardware or software).
Coho Data’s hardware support and maintenance services do not cover the following items:
n Any services in connection with or arising out of (i) relocation of the hardware, (ii) the addition, removal, or
maintenance of any third party equipment, accessories, attachments or other devices not originally forming part of
any Coho product, and any electrical work external to the Coho product, (iii) unusual external causes such as, but
not limited to, power failure, power surges, air conditioning failure, humidity, accident, fire, explosion, or force
majeure.
n Coho Data products, for a period of two (2) or more years from end of sales, or one (1) year from end of life. For
details on end of sales and end of life, please contact your Coho sales professional.
n On-site support services, without prior and separate Coho Data Professional Services agreement.
You acknowledge and agree that the installation of any software not provided or authorized by Coho Data
will result in termination of all hardware and software support services.
Technical Support Agreement
5
TERMS AND CONDITIONS
Trademarks
COHO DATA and the "C" Logo are the trademarks of Coho Data in the U.S. and other countries. Coho
Data’s trademarks may not be used without written permission. Other trademarks, service marks, and
trade names that appear in Coho documents, products, auxiliary, and/or service agreements described
herein may be registered marks of their respective owners and Users are not permitted to use them
without the consent of such owners.
Copyright
© 2015 Coho Data. All rights reserved.
No part of any Coho documentation or agreement may be reproduced without the express written
consent of Coho Data.
Auxiliary Agreements
n
n
n
n
n
Terms and Conditions of Sale: cohodata.com/documents/TermsAndConditionsOfSale.pdf
Software End User License Agreement (“EULA”): cohodata.com/documents/EULA.pdf
Open Source Licenses: Located in the EULA and at cohodata.com/licenses
Website Terms of Use and Privacy Policy: cohodata.com/terms and at cohodata.com/privacy
Technical Support Agreement (this document): cohodata.com/documents/TechnicalSupportAgreement.pdf
Governing Law
These Terms and Conditions shall be governed by the laws of the State of California, excepting its
conflicts of laws provisions. The United Nations Convention on the International Sale of Goods shall not
apply to these Terms and Conditions.
Specifications and Terms
Specifications and terms subject to change without notice.
Coho Data, Inc.
US Office
4151 Middlefield Road,
Suite 100,
Palo Alto, CA
94303
408.419.1907
Canadian Office
1110 Hamilton Street,
Suite 500,
Vancouver, BC.
V6B 2S2
778.724.0761
Technical Support Agreement, version 02.0.0.04
Document number: 770-00018
Printed on: July-08-15
Technical Support Agreement
6