Platform Engineering
Global Services and Support
hardware
repair
services
manufacturing
operation
services
advanced
replacement
services
engineering
services
CUSTOMER ORIENTED
SERVICES APPROACH
Radisys’ Platform Solution market is very demanding from a services standpoint. We recognize the
importance of customer services and understand that the success of our customers depends as much on
our customer service quality as it does on product quality. Radisys is delivering world class services globally
and continuously to over hundreds of customers. Our significant experience in this area has helped us build
optimal and very productive service delivery processes which are helping us manage delivery commitments,
quality and service effectiveness. Radisys Global Platform Engineering Support and Services are crafted for
our customers’ needs. Our flexible support delivery models allow us to customize services to very specific
customer requirements. Radisys’ goal is to offer services designed and integrated with platform products
and to deliver them through the whole product life cycle.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
2
We encourage customers to take advantage of our services during product development, where we are
able to provide integration services specific to product usage environment (e.g., NEBS testing). Radisys
architects and senior level engineers have extensive experience in providing professional services, from
application design consulting (e.g., for DPDK packet flow and performance optimizations) to custom
features and application design and development. To help our customer ramp up fast with our technology,
we offer professional, product-specific, hands-on training sessions.
During the production phase, we offer high-quality hardware repair services and extended warranties
above EOL repair services. For customers interested in quick field failure replacement, we offer an effective
Advanced Replacement program. We have also optimized our manufacturing operation processes to fully
integrate customers’ solutions and end products. We are able to achieve significant overall cost savings in
operations areas for these customers who are participating in manufacturing operation service program.
We are also proud to provide best-in-class, technical support services within industry. Our support
engineers are distributed globally in North America, Europe, and Asia to assure the best possible global
coverage. Consumers of technical support services now have access to experienced engineers equipped in
professional technical laboratories, where customer configurations are duplicated for issues reproduction
and root cause analysis. Our technical support experts are trained in multiple technologies including
networking and operating systems which allows them to quickly diagnose not only Radisys Platform
hardware and embedded software issues, but also system-level problems. We extend technical support L1L2 responsibilities to fully cover customers’ end products.
More specific details can be found in this brochure. We encourage our customers to utilize our portfolio of
service in all the areas we provide. We guarantee high-quality service and competitive and flexible
financing models. We would also be happy to evaluate other services which are not specified in this
document to help our customers achieve success.
Sincerely,
Marcin Hasse
General Manager,
Global Operation Services
Radisys Corporation 2014 | Platform Engineering Global Services and Support
3
hardware
repair
services
EXTENDED
WARRANTY
Radisys delivers tested and proven embedded solutions and systems. We back our products with long lifecycle support and an Extended Warranty Services program. Radisys has perfected internal processes and
procedures to deliver exceptional support with predictable results. This means you no longer need to keep
as many spare parts in stock and you can manage component inventories more effectively.
Extended warranty service is available to customers with a large installed base that is scheduled to be in
service beyond the standard two-year warranty period. Taking advantage of the Radisys extended warranty
allows you to protect your initial investment, contain costs, and minimize downtime.
Available Warranties
Original Warranty 2 years
Extended
Warranty Option
3-5 years
Extended Warranty Pricing
Year 3
Time of HW Sale
Purchase
Post Sale HW
Purchase
Year 4
Year 5
4%
4%
4%
6%
6%
6%
Extended Warranty support covers
hardware repairs for the duration
of the warranty. All repairs are
performed to original equipment
specifications by a team of
experienced Radisys technicians
and sustaining engineers. For
products that cannot be repaired,
Radisys offers a replacement
program during the extended
warranty period.
Extended Warranty Success Story
A Radisys customer with a large international installed base signed up for the extended warranty service to
provide field unit repairs for their 5-year product life cycle. During that extended warranty period, the
customer deployed a new generation hardware platform from Radisys. By signing up for the "enhanced
upgrade" extended warranty, Radisys subsequently replaced every product that was returned for repair
under extended warranty with the newer generation product, configured according to customer
expectations. As a result of this service, the customer maintained a high level of satisfaction with their
customers by simultaneously resolving an equipment problem and seamlessly upgrading to the newer
platform.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
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hardware
repair
services
EXTENDED
REPAIR
In order to meet our customers’ product longevity requirements, Radisys has developed component
supply-chain processes to the point that we can extend our hardware repair abilities beyond our product
end-of-service announcements. This allows customers to extend the field life of their products with
continuing repair and technical support services.
Extended Repair Services may be
made available by Radisys upon
customer request and are limited
by the availability of subcomponents or other factors.
Repairs performed during the
extended repair period are based
on out-of-warranty repair
conditions.
Extended Repair Success Story
The extended repair program allowed a Radisys customer with significant field deployments of ATCAbased systems in a Telco environment to offer a longevity policy for operators. The policy was developed
to ensure that the most expensive ATCA system components and the most critical components in terms of
manageability will continue to operate in the field for a minimum of 20 years after the first deployment. A
feature of this program is that the customer can maintain system performance by replacing processing
components without modification to avoid manageability issues. Radisys is continuing to take care of the
necessary repairs under this program, well after the end-of-services announcement.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
5
MANUFACTURING
manufacturing
operation
services
OPERATION
SERVICES
Radisys supply chain and manufacturing processes are designed to fulfill customer requirements and
reduce operations costs. Our services include:
• manufacturing integration for customer end products (systems)
• system component purchases from third-party component vendors
• system configuration (including applications) during the manufacturing process
• customer PO processing as part of our order-fulfillment process
• branding and delivering customer systems as required
Service pricing is provided based on “Statement of Work” document summarizing agreed service
processes and delivery expectations – and is unique for each case.
Manufacturing Operation Services
Success Story
A customer of Radisys develops high-performance,
packet-inspection software, and is deploying marketready solutions in two product versions. A highperformance solution is deployed on a Radisys ATCA
hardware platform and a lower-performance solution is
deployed on enterprise IA hardware. Both hardware
platforms were purchased, and the software was
integrated, validated, and shipped to end users in the
customer’s operation facility. The Manufacturing
Operation Services offered by Radisys allowed the
customer to significantly reduce operating costs by
integrating their operation processes with Radisys’
operations. Radisys continues to fulfill customer orders in
this manner, delivering finished products to end users. As
a result, the customer has significantly reduced operation
costs and improved their product delivery turn-around
time.
Radisys offers flexible and scalable
models for manufacturing
operation services. If necessary,
manufacturing processes at
Radisys can be adjusted to meet
customer needs. Our proven
manufacturing model can be easily
adapted to support specific product
requirements.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
6
advanced
replacement
services
ADVANCED
REPLACEMENT
Radisys understands how critical it is for businesses to assure hardware platform service continuity in the
field. The advanced replacement program is available worldwide for standard products, and ensures that
Radisys will respond rapidly to potential field problems. Should a customer notify Radisys of a critical
failure in the field, Radisys will immediately initiate the process of shipping a replacement—without
waiting for the failed unit to be returned to the Radisys repair center. Advanced replacement service price
is provided based on program expectation evaluation.
The Radisys advanced replacement
program also has options for
expedited field replacements. Plans
are available in which Radisys will
commit to shipping replacements
within 24 or 72 hours. Radisys can
also recommend an appropriate
number of replacement units to keep
in stock by looking at known field
failure rates and the size of the
customer’s installed base.
Advanced Replacement Success Story
A customer of Radisys who is responsible for maintaining deployed products in a telco operator
environment requested next-day replacement shipments for critical system components with recognized
problems. The customer is able to deliver timely service without maintaining a stock facility or the
processes necessary to manage the stock. The customer also introduced a Proactive Maintenance
program as an extension of the Radisys Advanced Replacement program. The Radisys Operations team is
monitoring all deployed product components to avoid end-of-life surprises, and is arranging field
replacements for components such as fan trays and filter ties. By planning replacements in advance, field
operation costs are lowered and the overall end-user satisfaction level is increased.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
7
engineering
services
TECHNICAL
SUPPORT
Service delivered through the whole product lifecycle. The Radisys Technical Support Engineering team is
assisting customers in diagnostics, root cause analysis, and technical problem resolution with Radisys
hardware and embedded software. Three levels of technical support are available:
• Standard Technical Support Service (no Technical Support Agreement)
• Enhanced Technical Support Service (standard Technical Support Agreement)
• Advanced Technical Support Service (customized Technical Support Agreement)
Technical Support Options
Service level
standard
service
(no TSA)
enhanced
service
(TSA)
advanced
service
(TSA)
√
√
√
Assured initial response time
√
√
Assured resolution time
√
√
ATCA introduction training
√
√
Knowledge database access
√
√
Escalation path
√
√
Support performance delivery review
√
√
Regular case investigation status
update
Onsite support
√
√
√
√
Remote debugging support
√
√
8x5 support delivery
√
√
CIC access
24x7 support delivery
√
Custom reports
√
Extended product/feature training
√
Radisys Corporation 2014 | Platform Engineering Global Services and Support
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engineering
services
Software Support Options
Service level
standard
service
(no TSA)
enhanced
service
(TSA)
advanced
service
(TSA)
Maintenance releases (2/year)
√
√
√
Technical documentation update
√
√
√
Software release notes
√
√
√
√
√
Fix priority for maintenance release
Custom software patches
√
Support for OS and third-party
applications
√
Hardware Support Options
Service level
standard
service
(no TSA)
enhanced
service (TSA)
advanced
service
(TSA)
Warranty services
√
√
√
Rectification of hardware defects in
material or workmanship
Quality reports
√
√
√
√
√
Component fault analysis reports
√
Extended warranty services
√
Advanced replacement services
√
Additional Services Options
Service level
standard
service
(no TSA)
enhanced
service (TSA)
advanced
service
(TSA)
Integration services
√
Professional services
√
Radisys Corporation 2014 | Platform Engineering Global Services and Support
9
engineering
services
Radisys Technical Support services
are delivered globally in the “follow
the sun” model. Our support
centers are strategically located in
North America, Europe, and Asia to
assure global 24x7 support
coverage. In addition to possessing
deep knowledge of our own
products, Radisys support
engineers are also familiar with
eco-systems such as CISCO®,
embedded Linux®, etc.
With in-house technical resources and a proven infrastructure, we maintain the overhead allowing you to
focus your resources to meet your customers’ needs. You can rely on Radisys technical experts to quickly
diagnose and resolve problems, which can reduce costly downtime. Putting these services to work can
help you lower support costs and improve customer satisfaction.
The Radisys technical support staff plays an active role throughout the lifecycle of your product, operating
as an extension of your own design team. You can rely on Radisys for:
•
•
•
•
Technology Innovation—from a leader in the embedded industry
Product Development Support—critical during your product development phase
Production Support—when you move into production, Radisys is ready to provide support for your
customer issues
Lifecycle Management—commitment throughout the entire life of your product
Technical Support Success Story
A customer of Radisys who deploys products to mobile operators selected the enhanced technical support
option, and is using Radisys technical support services as a second-line of platform support. The Radisys
technical support team is fully responsible for supporting hardware, embedded software, compute blade
operating systems, and platform interoperability connections to the edge Cisco routers. The customer was
able to meet the stringent demands of the mobile operator by opting for a contract-specified response
and resolution time. The close relations between our support teams, as well as a duplication of the mobile
operator's configuration in the Radisys lab, allows us to resolve problems quickly. Additionally, a monthly
support delivery KPI review with the customer helps us to identify weaknesses and implement
improvement plans to correct them. The customer reduced their overall service costs and achieved the
expected customer satisfaction level by relying on the strong technical engineering services from Radisys.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
10
engineering
services
LINUX TECHNICAL
SUPPORT
An extension of standard technical support is available to customers who use Radisys computing products
with Intel® architecture (IA), such as the ATCA-46xx or RMS420, or any non-Radisys IA-based enterprise
hardware platform. This service helps customers manage properly-deployed Linux platforms by:
•
Integrating all necessary security changes deployed by the Linux community and verifying that the
changes are stable on dedicated hardware platforms
• Preparing and managing Linux OS upgrades in the field
• Investigating and working with the community to resolve Linux-related issues, especially those
issues associated with device drivers specific to hardware platforms
• Assuring proper Linux configurations for system manageability, security, etc.
Service pricing is provided based on “Statement of Work” document summarizing agreed service scope –
and is unique for each case.
Linux support is provided by an
advanced support team and
backed by Radisys’ development
engineering. This combines both a
system approach and the deep
knowledge needed to resolve very
specific Linux-related issues, such
as non-standard I/O device drivers.
Linux Technical Support Success Story
One customer of Radisys provides solutions to the defense market, which has environmental
requirements that are very specific about Linux security. Every community-deployed security patch must
be included in every field-deployed product. Our customer asked Radisys to integrate, test, and prepare
upgrade instructions for Radisys IA products deployed to end users. While strict site-access limitations
prevented Radisys from performing the actual upgrades, Radisys experts provided remote support to the
customer team responsible for the field upgrades during the maintenance support window. This model
proved so successful that the customer extended cooperation with Radisys to provide Linux services for
non-Radisys IA platforms.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
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engineering
services
DPDK TECHNICAL
SUPPORT
DPDK technical support is a service created as an extension to the standard Technical Support. The service
is designed for customers who are using Radisys and non-Radisys IA-based hardware to develop
applications using Intel’s Data Plane Development Kit. Radisys is a key Intel partner for DPDK technology,
and has experience with numerous application deployments, including networking chip pool mode driver.
Radisys is helping customers with DPDK deployments in the following areas:
• DPDK education – helping customers ramp up quickly with their development projects
• DPDK applications or feature development – designing, implementing, validating, and integrating
DPDK software with customer solutions
• DPDK consultancy – sharing expert DPDK knowledge by helping customers during the application
development process by suggesting performance improvements, as well as architectural and
coding solutions.
• DPDK support during production – supporting DPDK based products, troubleshooting, working
with Intel when patches are necessary and lobbying Intel to include fixes in their official DPDK
releases
Service pricing is provided based on “Statement of Work” document summarizing agreed service scope –
and is unique for each case.
Radisys DPDK training classes are a
proven source of valuable knowledge
and practices. Graduates of the class
are able to work effectively with
DPDK application coding.
DPDK Technical Support Success Story
The Deep Packet Inspection application market has become very competitive due to its growth potential.
It is critical to not only develop fast and sophisticated packet-processing applications, but also to deploy
the applications on solid hardware platforms and provide strong technical support. Radisys customers are
benefitting not only from the performance and stability of our hardware, but also from Radisys DPDK
training classes and consultancy services, which drastically improve the time-to-market of the end
product. Several customers of Radisys are now leaders in today's DPI market.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
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engineering
services
INTEGRATION
SERVICES
Integration Services partners with customers to solve complex system-level challenges with Radisys and
third-party hardware on issues spanning:
• Custom test applications and script development
• OS validation, integration, and support
• System-level and interoperability testing, and test capability creation
• System and software-level integration, and debugging with Radisys and/or third-party building
block components
• Management of customer projects and software releases, including vendor support
• System-level regulatory and compliance certification, execution and management
• Analyzing and resolving performance bottlenecks arising from virtualization applications on new
platforms
Service pricing is provided based on “Statement of Work” document summarizing agreed service scope –
and is unique for each case.
Radisys is helping customers meet
product certification requirements
such as NEBS. Systems typically
have to be certified with all
subcomponents and with running
software. Radisys knows how to
navigate through the certification
process, taking full management
responsibility.
Integration Services Success Story
Radisys is always helping customers with integration challenges. For one customer, we led and supported
the deployment of virtualized applications on hardware they selected. The customer had aggressive timeto-market goals in a networking environment, and we addressed the bottlenecks that arose to help them
meet those goals. Radisys also led the development of test applications and frameworks that scale with
the new application capabilities.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
13
engineering
services
PROFESSIONAL
SERVICES
Radisys has some of the best software and hardware engineering experts in the industry who specialize in
embedded technologies and are familiar with Radisys products. Radisys professional services give
customers the opportunity to work with these professionals during their product development period,
and benefit from our expertise in system architecture, software application design, and software
integration. Service pricing is provided based on “Statement of Work” document summarizing agreed
service scope – and is unique for each case.
Radisys successfully contributes to
multiple non-recurring engineering
(NRE) projects every year. Our
hardware engineers redesign PCB
layouts or classify specific subcomponents in order to meet
customer hardware requirements.
Our software engineers change and
add embedded software features
and implement applications for our
customers.
Professional Services Success Story
Radisys is well known for accommodating change requests to product features. This allows customers to
adjust Radisys products to their specific needs. For example, customers frequently ask for embedded
software customization, such as:
•
•
•
changes to the CLI or API to make the application development process easier
changes to the boot sequence, U-Boot, configuration, environmental variable settings for easier
integration and deployment
changes to integrated log collections and problem detection software for easier maintenance
Radisys also fully designs and implements software features, such as SNMP and HPI applications, to
integrate the customer application with the Radisys solution.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
14
engineering
services
EDUCATION
SERVICES
The best way of staying abreast of the constantly changing and evolving nature of technology is to
collaborate with technology suppliers. Our educated and highly-skilled technical team has become a
critical and valuable asset for many technology companies. To continue to serve the needs of our clients,
Radisys offers a variety of educational services to our customers and partners. The Global Engineering
Support and Service Team is responsible for delivering effective training programs and continues to refine
our training programs and materials as technology and customers’ requirements evolve. The Radisys
training offering includes:
On-site Training
• Training delivered at the customer location
In-House Trainings
• Training delivered at a Radisys facility:
– Hillsboro (Oregon), USA – for North America
– Gdansk, Poland – for EMEA and India
– Shenzhen, China – for APAC
Online Classes
• Available via online conferencing tools (WebEx)
Generic Classes
• See the list of available classes below
Customized Classes
• Training can be customized according to your needs
• Training can include common knowledge classes, such as embedded Linux or Networking
protocols
Education Services Success Story
A customer of Radisys decided to replace their core networking infrastructure with Radisys products. They
created an integration team responsible for the new system deployment. The Radisys education services
for the new team provided a detailed introduction to system features, explained industry integration
trends, and provided in-depth training for the system features that were the most important to the
customer. Armed with an understanding of system the system features and the application
implementation, the customer designed and integrated their manageability system properly and avoided
mistakes. The entire integration process was smooth and successful with the help of the professional
education services from Radisys.
Radisys Corporation 2014 | Platform Engineering Global Services and Support
15
engineering
services
List of classes and classes duration presented below might be a subject of change.
General Training Offering
Generic Classes
Id
Title
Duration
Level
GT_ATCA_INTRO_01
Introduction to ATCA standards
1d
Entry
GT_HPI_01
Introduction to HW Platform Interfaces
2d
Intermediate
GT_DPDK_INTRO_01
Introduction to DPDK
4h
Entry
GT_DPDK_DEV_01
Getting into DPDK application development
4h
Advanced
GT_STP_01
Spanning Tree Protocol in Radisys systems
4h
Advanced
GT_BRM_01
The Backplane Redundancy Module
1d
Advanced
GT_INSTALL_01
Installation/setup of Radisys ATCA systems
2d
Entry
GT_HA_01
High availability in Radisys ATCA systems
1d
Advanced
GT_UPG_01
Radisys ATCA system upgrades
1d
Intermediate
GT_MGNT_01
Using Radisys Management Applications
1d
Intermediate
GT_ROUT_MC_01
Radisys System Multicast Routing
4h
Advanced
GT_ROUT_UC_01
Radisys System L3 Unicast Routing
4h
Advanced
GT_VLAN_01
Radisys System VLAN Configuration
4h
Advanced
GT_API_01
Radisys System Management Interfaces
1d
Advanced
Product Specific Training Offering
Id
Title
Duration
Radisys Platforms
PT_T40_01
Radisys T-40 Product Basics (SYS-6XXX40G)
PT_T10_01
Radisys T-10 Product Basics (SYS-6XXX10G)
Switching Control Module
1d
Intermediate
1d
Intermediate
PT_2210_01
ATCA-2210 Product Basics
1d
Intermediate
PT_2340_01
ATCA-2340 Product Basics
1d
Intermediate
CPM Management Module
PT_45XX_01
ATCA-45XX Product Basics
4h
Intermediate
PT_46XX_01
ATCA-46XX Product Basics
4h
Intermediate
PT_XE100_01
XE100 Product Basics
4h
Intermediate
Packet Processing Module
PT_7220_01
ATCA-7220 Product Basics
1d
Intermediate
PT_7240_01
ATCA-7240 Product Basics
1d
Intermediate
PT_PP81_01
PP81 Product Basics
1d
Intermediate
4h
Intermediate
Media Resource Module
PT_9100_01
ATCA-9100 Product Basics
Radisys Corporation 2014 | Platform Engineering Global Services and Support
16
hardware
repair
services
manufacturing
operation
services
advanced
replacement
services
engineering
services
For more information about Radisys
Services offering contact your
Regional Account Manager or use
Radisys contact phone numbers.
About Radisys
Radisys (NASDAQ: RSYS) is a market leader enabling wireless
infrastructure solutions for telecom, aerospace and defense
applications. Radisys’ market-leading MRF (Media Resource Function)
and T-Series Virtualized Platforms coupled with Trillium software,
services and market expertise enable customers to bring their
products to market faster with lower investment and risk. Radisys
technology is used in a wide variety of 3G & 4G / LTE mobile network
applications including: small cell Radio Access Networks (RAN),
wireless core network applications including SDN and NFV, deep
packet inspection (DPI) and policy management equipment;
conferencing and media services including voice, video and data, as
well as commercial offerings for network applications that support the
aerospace and defense markets.
Corporate Headquarters
5435 NE Dawson Creek Dr.
Hillsboro, OR 97124 USA
Phone: 503-615-1100
Fax: 503-615-1121
Toll-Free: 800-950-0044
www.radisys.com
©2014 Radisys Corporation.
Radisys and Trillium are registered
trademarks of Radisys Corporation.
*All other trademarks are the properties
of their respective owners.
October 2014
Radisys Corporation 2014 | Platform Engineering Global Services and Support
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