Product Support

Avnet Technology Solutions Division is dedicated to your success. SavWareHA support offerings are the foundation for the continued support and development of the SavWareHA product.

SavWareHA is a very stable, robust, reliable, real world tested package with thousands of systems installed worldwide. With over 9 years of installations and enhancements you can count on SavWareHA. SavWareHA is not only the industry pioneer and leader but also the most cost effective High Availability solution for your business critical applications.

Avnet provides support for SavWareHA through a combination of voice telephone and
     remote access methods (i.e. dialup and/or telnet). In order to provide timely resolutions of
     support issues, it is recommended that both SavWareHA servers be provided with remote
     access. It is minimally required that a direct telephone line into at least a 9600-baud, error-
     correcting modem be present on the Standby server.

Avnet provides four (4) hours of initial, "up and running" configuration support for evaluation
     or post-sales SavWareHA installations. Any support beyond the initial four (4) hours or after
     the SavWareHA pair is deemed to be "up and running", whichever comes first, will be provided
     via SavWareHA support offerings as described below.

All SavWareHA support is provided on a Time & Materials or Contract basis. Contracts
     include SavWareHA software version upgrades sent by Avnet on a proactive basis.
     Software upgrades for processor quantity or operating system type change are not
     included. Contract support receives priority response over Time & Materials. Contracts
     must be purchased and/or renewed before a support request is generated. All support
     provided without an in-force contract will be billed at the Time & Materials rate before a
     contract purchase or renewal will be permitted.

     Time & Materials: Sold on a 1-hour minimum, 1-hour increment basis.

     Contract: Sold on a per SavWareHA pair, 1 year (4-hour or 10-Incident) basis.

    Note: Please refer to the current SavWareHA price list for more details or contact your
     Avnet sales representative.

Our standard hours of support are 8:00AM to 5:00PM (Pacific Time), Monday through
     Friday, United States national holidays excluded. After hours support (7x24 contract required)
     is for emergency or pre-scheduled support only. After hours support requests are initiated by
     dialing a pre-issued, private phone number. Requests for SavWareHA support during normal
     business hours must be initiated by phone or email as follows:

    SavWareHA 8AM-5PM:                 (480) 794-2700 Option 2 then 5           (Pacific Time)

    SavWareHA Email:                       SavWareHA@avnet.com