Partner Support
The Partner Support option is designed specifically for Partners
that have their own front line service organization. Through
this agreement, Netezza provides partner training, Level II
Technical Support, Level III Engineering Support and Logistical
Support. Partner provides all onsite installation and service
requirements, maintains a Level I Help Desk environment, and
purchases and maintains a recommended spare parts inventory.
Partner Support Program Features:
- 24 X 7 access to online:
- TAC - Technical Assistance Center online support
- FAQ
- Technical documentation downloads
- 9AM to 5PM ET M/F unlimited Level II telephone coverage
- Netezza Performance Server® system hardware
- Netezza Performance Server system software
- Linux operating system
- Same day telephone response to serious and critical
Issues
- Next day telephone response to moderate issues
- After-hours and weekend emergency telephone support (serious
and critical Issues)
- Next Business Day parts shipping (Inventory replenishment)
- One day of sales and marketing training
- Partner assumes full responsibility for removing and replacing
FRUs (Field Replaceable Units) at Netezza's request and
guidance.
- Partner is required to purchase appropriate level of spare
parts inventory.