Technical Assistance Services. SERVICE DESCRIPTION PRICE LIST ------- ----------- ---------- EMERGENCY ASSISTANCE Problem resolution Assistance Assisting Italtel in the resolution of technical [***] per day problems when on-site assistance is requested by Italtel and Tier III assistance is needed. Hotline and software fix support Tier III (Engineering level) support provided by [***] of product telephone to Italtel during Netr▇'▇ ▇▇▇mal purchases business hours. Italtel to provide Tier I & II support to Italtel's customers. Software fixes provided to Italtel as developed by Netr▇. Netr▇ ▇▇▇ntains the current release of software shipping plus one release prior. The support of prior releases of software is on a "best efforts" basis. [***] CONFIDENTIAL TREATMENT REQUESTED -22- 23 RESPONSIBILITIES: --------------------------------------------------------------------------------------------------------------- TIER # ORGANIZATION PROVIDING SUPPORT GENERAL DUTIES --------------------------------------------------------------------------------------------------------------- TIER 1 End User Operations and/or Italtel Assist operations personnel. Tier 1 Technical Support Provide product technical information to users. Provide installation and configuration support to users. Perform first level diagnostic operations. Gather technical problem data. Remove and replace hardware. Escalate to Tier 2 support. --------------------------------------------------------------------------------------------------------------- TIER 2 Italtel Tier 2 Technical Support Be familiar with the technical environment including integrated 3rd party products. Confirm that a hardware or software failure has occurred. Recommend operational workarounds. Utilize appropriate test equipment. Analyze traces, gather specific failure data. Have in-depth, specialized product knowledge. Create complex failure environments. Duplicate failure conditions in a lab environment. Recommend workarounds and probable failure causes. Assist Tier 3 support in characterizing and duplicating failure events. --------------------------------------------------------------------------------------------------------------- TIER 3 Italtel and/or Netr▇ ▇▇▇port Have specific engineering level knowledge of Netr▇'▇ ▇▇▇ducts. Recommend and create hardware or software product modifications. Diagnose problems not identified by Tier 2 Support. --------------------------------------------------------------------------------------------------------------- ITALTEL - NETR▇ ▇▇▇PORATION PROBLEM PRIORITY DEFINITIONS PROBLEM PRIORITY DEFINITIONS:
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Technical Assistance Services. SERVICE DESCRIPTION PRICE LIST ------- ----------- ---------- EMERGENCY ASSISTANCE Problem resolution Assistance Assisting Italtel in the resolution of technical [***] per day problems when on-site assistance is requested by Italtel and Tier III assistance is needed. Hotline and software fix support Tier III (Engineering level) support provided by [***] of product telephone to Italtel during Netr▇'▇ ▇▇▇mal purchases business hours. Italtel to provide Tier I & II support to Italtel's customers. Software fixes provided to Italtel as developed by Netr▇. Netr▇ ▇▇▇ntains the current release of software shipping plus one release prior. The support of prior releases of software is on a "best efforts" basis. [***] CONFIDENTIAL TREATMENT REQUESTED -22- 23 27 RESPONSIBILITIES: --------------------------------------------------------------------------------------------------------------- TIER # ORGANIZATION PROVIDING SUPPORT GENERAL DUTIES --------------------------------------------------------------------------------------------------------------- TIER 1 End User Operations and/or Italtel Assist operations personnel. Tier 1 Technical Support Provide product technical information to users. Provide installation and configuration support to users. Perform first level diagnostic operations. Gather technical problem data. Remove and replace hardware. Escalate to Tier 2 support. --------------------------------------------------------------------------------------------------------------- TIER 2 Italtel Tier 2 Technical Support Be familiar with the technical environment including integrated 3rd party products. Confirm that a hardware or software failure has occurred. Recommend operational workarounds. Utilize appropriate test equipment. Analyze traces, gather specific failure data. Have in-depth, specialized product knowledge. Create complex failure environments. Duplicate failure conditions in a lab environment. Recommend workarounds and probable failure causes. Assist Tier 3 support in characterizing and duplicating failure events. --------------------------------------------------------------------------------------------------------------- TIER 3 Italtel and/or Netr▇ ▇▇▇port Have specific engineering level knowledge of Netr▇'▇ ▇▇▇ducts. Recommend and create hardware or software product modifications. Diagnose problems not identified by Tier 2 Support. --------------------------------------------------------------------------------------------------------------- ITALTEL - NETR▇ ▇▇▇PORATION PROBLEM PRIORITY DEFINITIONS PROBLEM PRIORITY DEFINITIONS:
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