Hardware Support Overview: Hardware Support Overview Q2 2006


Hardware Technical Support Offerings: Hardware Technical Support Offerings On-site Repair Same Business Day Or Next Business Day Ship Same Business Day On-site Repair Same Business Day Or Next Business Day


Hardware Technical Support Offerings: Hardware Technical Support Offerings RMA Support 3pm … a new appliance will ship the following day. Next Business Day Support 3pm … a technician may be onsite following day … but SLA is day after Same Business Day Support – 10x5 3pm … a technician will be onsite within 4 hours of 8am the following morning Same Business Day Support – 24x7 Any time, Day or Night … a technician will be onsite within 4 hours to perform the repair


Slide4: APAC and Japan No Service Available American Samoa, Chatham Island (NZ), Christmas Island, Cocos Island, Cook Islands, Diego Garcia, Kyrgyzstan, Mariana Islands, Marshall Islands, Federated States of Micronesia, Myanmar (Burma), Nauru, Niue, North Korea, North Marianas, Saipan, Tahiti, Tajikistan, Tokelau, Tuvalu, Wake Island, Wallis and Funtuna Islands Parts Only Service Afghanistan, Bangladesh, Bhutan, Cambodia, Fiji Islands, French Polyenesia, Guam, Indonesia, Kiribati, Laos, Maldives, Mongolia, Nepal, New Caledonia, Pakistan, Palau, Papua New Guinea, Philippines, Solomon Islands, Sri Lanka, Tonga, Vanuatu, Vietnam, Socialist Republic of, Western Samoa Same and Next Business Day Australia, Brunei, China, Hong Kong, India, Macau, Malaysia, New Zealand, Singapore, South Korea, Taiwan, Thailand Next Business Day Japan


Slide5: No Service Available Canary Islands, Greenland, San Marino Contact Technical Support Albania, Armenia, Azerbaijan, Belarus, Bosnia & Herzegovina, Cyprus, Georgia, Kazakhstan, Lithuania, Former Yugoslave Republic of Macedonia, Russia, Slovenia, Turkmenistan, Uzbekistan Yugoslavia, Bulgaria, Croatia, Estonia, Hungary, Iceland, Latvia, Romania, Russia (Moscow), Serbia & Montenegro, Ukraine Same and Next Business Day Andorra , Austria, Belgium, Channel Islands, Czech Republic, Denmark, England, Finland, France, Germany, Gibraltar, Greece, Guernsey , Ireland, Isle of Man, Italy, Jersey, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Scotland, Slovakia, Spain, Sweden, Switzerland, Vatican City, Wales


Slide6: Same and Next Business Day Onsite Contact Technical Support No Service Available No Service Available Cabinda, Canary Islands, Cape Verde, Central African Republic, Chad, Republic of Congo, Djibouti, Equatorial Guinea, Eritrea, Greenland, Guinea-Bissau, Jan Mayen, Liberia, Madagascar, Madeira, Mayotte, Saint Helena, San Marino, Sao Tome and Principe, Somalia, Zanzibar. Libya, Sudan, Iran, Iraq, Syria Contact Technical Support Egypt, Israel, Jordan, Kuwait, Malta, Nigeria, Oman, Saudi Arabia, Turkey, United Arab Emirates, Ukraine, Algeria, Angola, Armenia, Bahrain, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Comoro Islands (Comoros), Democratic Republic of Congo (formerly Zaire), Cyprus, Ethiopia, Gabon, Gambia, Ghana, Guinea, Ivory Coast, Kenya, Lebanon, Lesotho, Malawi, Mali, Mauritania, Mauritius, Moldova, Morocco, Mozambique, Namibia, Niger, Palestine, Qatar, Reunion Island, Rwanda, Senegal, Seychelles, Sierra Leone, Swaziland, Tanzania, Togo, Tunisia, Uganda, Republic of Yemen, Zambia, Zimbabwe Same and Next Business Day South Africa


Slide7: LTAM – Central and South America No Service Available Easter Island, Falkland Islands, French Guiana, Guantanamo Bay, Cuba Same and Next Business Day Anguilla, Antigua & Barbuda, Argentina, Aruba, Barbados, Belize, Bermuda, Bolivia, Bonaire, Brazil, British Virgin Islands, Cayman Islands, Chile, Colombia, Costa Rica, Curacao (Netherlands Antilles), Dominica, Dominican Republic, Ecuador, El Salvador, Grenada & Carriacou, Guadeloupe, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique, Mexico, Montserrat, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Saint John, Saint Kitts & Nevis, Saint Lucia, Saint Martin, Saint Vincent & The Grenadines, Suriname, The Bahamas, Trinidad & Tobago, Turks & Caicos Islands, , U.S. Virgin Islands, Uruguay, Venezuela


Slide8: NA – United States and Canada Same and Next Business Day Canada, United States