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Uptime Service Levels
Effective Monday 16th July 2012, your existing Uptime® service levels will be changed to the new global naming standards. These will be reflected on all your new quotes, invoices and records of service entitlements.
Please be advised that all Dimension Data service entitlements will have an applicable service calendar, e.g. 10x5 - Monday to Friday 8am to 6pm. An example of a typical service entitlement is
"AU Uptime Ship Result 10x5xNDB". As the naming convention for the service calendar is not changing, this component has been omitted in the table below for simplicity.
Old Entitlement Name
Old Vendor
Code
New Entitlement Name
New Vendor
Code
New Long Entitlement Name
AU Blue Coat Call Management
MSAUC30033
AU Blue Coat Call Management
MSAUC30033
Contract between client and vendor. Dimension Data on request will log calls with the
vendor on behalf of the client.
AU Cisco Call Management
MSAUC30005
AU Cisco Call Management
MSAUC30005
Contract between client and vendor. Dimension Data on request will log calls with the
vendor on behalf of the client.
AU Cisco Warranty Call Management
MSAUC30021
AU Cisco Call Management
MSAUC30005
Contract between client and vendor. Dimension Data on request will log calls with the
vendor on behalf of the client.
AU Tandberg Call Management
MSAUC30059
AU Cisco Call Management
MSAUC30005
Contract between client and vendor. Dimension Data on request will log calls with the
vendor on behalf of the client.
AU Uptime Extend Warranty 10D
MSAUE21259
AU Cisco Call Management
MSAUC30005
Contract between client and vendor. Dimension Data on request will log calls with the
vendor on behalf of the client.
AU Uptime L1 Best Effort
MSAUE21326
AU Uptime Remote Response + Patches
MSAUE21415
Incident Management; Complete diagnosis telephonically or online; Access to software
patches and minor/maintenance releases as provided by the vendor.
AU Uptime L1 Ess Op + UCSS
MSAUE21385
AU Uptime Remote Response + Pat + Upg
MSAUE21417
Incident Management; Complete diagnosis telephonically or online; Access to software
patches, version upgrades, minor and major version releases as provided by the
vendor.
AU Uptime L1 Ess Op plus L2 PO4H
MSAUE21338
AU Uptime Ship Result 4H+ESW+UCSS
MSAUE21468
Incident Management; Part (if required) reaches client site within 4H + ESW (Patches)
+ UCSS (Upgrades).
AU Uptime L1 Ess Op plus L3 PLO10H
MSAUE21340
AU Uptime Reconfig Response NBD+ESW+UCSS
MSAUE21471
Incident Management; Engineer onsite (for HW) or remote login (for SW) within NBD to
initiate replacement & loading of backup configuration + ESW (Patches) + UCSS
(Upgrades).
AU Uptime L1 Ess Op plus L3 PLO4H
MSAUE21339
AU Uptime Reconfig Response 4H+ESW+UCSS
MSAUE21472
Incident Management; Engineer onsite (for HW) or remote login (for SW) within 4H to
initiate replacement & loading of backup configuration + ESW (Patches) + UCSS
(Upgrades).
AU Uptime L1 Essential Operate
MSAUE21311
AU Uptime Remote Response + Patches
MSAUE21415
Incident Management; Complete diagnosis telephonically or online; Access to software
patches and minor/maintenance releases as provided by the vendor.
AU Uptime L1 SP
MSAUE21307
AU Uptime Remote Response + Patches
MSAUE21415
Incident Management; Complete diagnosis telephonically or online; Access to software
patches and minor/maintenance releases as provided by the vendor.
AU Uptime L1 SP Remote BOC
MSAUE21335
AU Uptime Remote Response + Patches
MSAUE21415
Incident Management; Complete diagnosis telephonically or online; Access to software
patches and minor/maintenance releases as provided by the vendor.
Page 1 of 4
Uptime Service Levels
Old Entitlement Name
Old Vendor
Code
New Entitlement Name
New Vendor
Code
New Long Entitlement Name
AU Uptime L1 SS
MSAUE21261
AU Uptime Remote Response + Pat + Upg
MSAUE21417
Incident Management; Complete diagnosis telephonically or online; Access to software
patches, version upgrades, minor and major version releases as provided by the
vendor.
AU Uptime L1 SS UCS ISV1
MSAUE21413
AU Uptime UCS Rem Resp + Pch + Upg ISV1
MSAUE21672
Incident Mgt; Complete diag telephonically or online. Access to SW patches, ver upg,
minor & major ver releases provided by the vendor.
AU Uptime L1 T10H
MSAUE21306
AU Uptime Remote Response + Pat + Upg
MSAUE21417
Incident Management; Complete diagnosis telephonically or online; Access to software
patches; version upgrades; minor and major version releases as provided by the
vendor.
AU Uptime L1 T2H
MSAUE21263
AU Uptime Remote Response + Patches
MSAUE21415
Incident Management; Complete diagnosis telephonically or online; Access to software
patches and minor/maintenance releases as provided by the vendor.
AU Uptime L1 T4H
MSAUE21265
AU Uptime Remote Response + Patches
MSAUE21415
Incident Management; Complete diagnosis telephonically or online; Access to software
patches and minor/maintenance releases as provided by the vendor.
AU Uptime L1 T60M
MSAUE21267
AU Uptime Remote Response + Patches
MSAUE21415
Incident Management; Complete diagnosis telephonically or online; Access to software
patches and minor/maintenance releases as provided by the vendor.
AU Uptime L1 T60M SS
MSAUE21262
AU Uptime Remote Response + Patches
MSAUE21415
Incident Management; Complete diagnosis telephonically or online; Access to software
patches and minor/maintenance releases as provided by the vendor.
AU Uptime L1 UCSS Unified Communication
MSAUE21312
AU Uptime Remote Response + Upgrades
MSAUE21416
Incident Management; Complete diagnosis telephonically or online; Access to software
version upgrades and major version releases as provided by the vendor.
AU Uptime L2 LO10H
MSAUE21268
AU Uptime Reconfigure Response NBD
MSAUE21443
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) before end of NBD to initiate replacement and loading of backup
configuration.
AU Uptime L2 LO2H
MSAUE21269
AU Uptime Reconfigure Response 2 Hours
MSAUE21445
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) within 2 hours to initiate replacement and loading of backup configuration.
AU Uptime L2 LO4H
MSAUE21270
AU Uptime Reconfigure Response 4 Hours
MSAUE21444
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) within 4 hours to initiate replacement and loading of backup configuration.
AU Uptime L2 PO NBD
MSAUE21351
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime L2 PO NBD + UT
MSAUE21401
AU Uptime UCS Ship Result NBD + UT
MSAUE21684
Incident Mgt; Commence diag in 60 min; maint SW releases & ver upg; Part (if
required) reaches client site in NBD+SW Triage.
AU Uptime L2 PO NBD/Remote 24x7
MSAUE21341
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime L2 PO10H
MSAUE21271
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime L2 PO12H
MSAUE21273
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime L2 PO2BD
MSAUE21333
AU Uptime Ship Result 2BD
MSAUE21426
Incident Management; Part (if required) reaches client site before end of 2BD.
AU Uptime L2 PO2BD + ESW + UCSS
MSAUE21396
AU Uptime Ship Result 2BD+ESW+UCSS
MSAUE21466
Incident Management; Part (if required) reaches client site within 2BD + ESW
(Patches) + UCSS (Upgrades).
AU Uptime L2 PO2H
MSAUE21274
AU Uptime Ship Result 2 Hours
MSAUE21429
Incident Management; Part (if required) reaches client site within 2 hours.
AU Uptime L2 PO3BD
MSAUE21313
AU Uptime Ship Result 3BD
MSAUE21425
Incident Management; Part (if required) reaches client site before end of 3BD.
Page 2 of 4
Uptime Service Levels
Old Entitlement Name
Old Vendor
Code
New Entitlement Name
New Vendor
Code
New Long Entitlement Name
AU Uptime L2 PO3BD + ESW + UCSS
MSAUE21393
AU Uptime Ship Result 3BD+ESW+UCSS
MSAUE21465
Incident Management; Part (if required) reaches client site within 3BD + ESW
(Patches) + UCSS (Upgrades).
AU Uptime L2 PO4D
MSAUE21275
AU Uptime Ship Result 3BD
MSAUE21425
Incident Management; Part (if required) reaches client site before end of 3BD.
AU Uptime L2 PO4H
MSAUE21276
AU Uptime Ship Result 4 Hours
MSAUE21428
Incident Management; Part (if required) reaches client site within 4 hours.
AU Uptime L2 PO4H + ESW + UCSS
MSAUE21387
AU Uptime Ship Result 4H+ESW+UCSS
MSAUE21468
Incident Management; Part (if required) reaches client site within 4H + ESW (Patches)
+ UCSS (Upgrades).
AU Uptime L2 PO5D
MSAUE21277
AU Uptime Ship Response 3BD
MSAUE21420
Incident Management; Initiate shipment of part (if required) before end of 3BD.
AU Uptime L2 PO6H
MSAUE21278
AU Uptime Ship Result 4 Hours
MSAUE21428
Incident Management; Part (if required) reaches client site within 4 hours.
AU Uptime L2 PO8D
MSAUE21328
AU Uptime Ship Response 3BD
MSAUE21420
Incident Management; Initiate shipment of part (if required) before end of 3BD.
AU Uptime L2 PO8H
MSAUE21279
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime L2 POBE Best Effort
MSAUE21303
AU Uptime Ship Response Best Effort
MSAUE21419
Incident Management; Initiate shipment of part (if required) Best Effort.
AU Uptime L2 POBE Best Effort Blue Coat
MSAUE23300
AU Uptime Ship Response Best Effort
MSAUE21420
Incident Management; Initiate shipment of part (if required) Best Effort
AU Uptime L2 PONBD + ESW + UCSS
MSAUE21386
AU Uptime Ship Result NBD+ESW+UCSS
MSAUE21467
Incident Management; Part (if required) reaches client site within NBD + ESW
(Patches) + UCSS (Upgrades).
AU Uptime L2PONBD M DoD
MSAUE70020
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime L2PONBD MR DoD
MSAUE70021
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime L2PONBD R DoD
MSAUE70022
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime L2PONBD Re DoD
MSAUE70023
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime L3 PLO NBD
MSAUE21352
AU Uptime Reconfigure Response NBD
MSAUE21443
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) before end of NBD to initiate replacement and loading of backup
configuration.
AU Uptime L3 PLO NBD + UT
MSAUE21407
AU Uptime UCS Reconfg Response NBD + UT
MSAUE21699
Incident Mgt; Commence diag in 60 min; maint SW releases & ver upg; Engineer
onsite (for HW) or remote login (for SW) in NBD to initiate replacement & loading of
backup config+SW Triage.
AU Uptime L3 PLO NBD/Remote 24x7
MSAUE21323
AU Uptime Reconfigure Response NBD
MSAUE21443
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) before end of NBD to initiate replacement and loading of backup
configuration.
AU Uptime L3 PLO10H
MSAUE21281
AU Uptime Reconfigure Response NBD
MSAUE21443
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) before end of NBD to initiate replacement and loading of backup
configuration.
AU Uptime L3 PLO12H
MSAUE21282
AU Uptime Reconfigure Response NBD
MSAUE21443
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) before end of NBD to initiate replacement and loading of backup
configuration.
Page 3 of 4
Uptime Service Levels
Old Entitlement Name
Old Vendor
Code
New Entitlement Name
New Vendor
Code
New Long Entitlement Name
AU Uptime L3 PLO2BD
MSAUE21342
AU Uptime Reconfigure Response 2BD
MSAUE21442
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) before end of 2BD to initiate replacement and loading of backup
configuration.
AU Uptime L3 PLO2BD + ESW + UCSS
MSAUE21397
AU Uptime Reconfig Response 2BD+ESW+UCSS
MSAUE21470
Incident Management; Engineer onsite (for HW) or remote login (for SW) within 2BD to
initiate replacement & loading of backup configuration + ESW (Patches) + UCSS
(Upgrades).
AU Uptime L3 PLO2H
MSAUE21284
AU Uptime Reconfigure Response 2 Hours
MSAUE21445
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) within 2 hours to initiate replacement and loading of backup configuration.
AU Uptime L3 PLO3BD
MSAUE21343
AU Uptime Reconfigure Response 3BD
MSAUE21441
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) before end of 3BD to initiate replacement and loading of backup
configuration.
AU Uptime L3 PLO3BD + ESW + UCSS
MSAUE21394
AU Uptime Reconfig Response 3BD+ESW+UCSS
MSAUE21469
Incident Management; Engineer onsite (for HW) or remote login (for SW) within 3BD to
initiate replacement & loading of backup configuration + ESW (Patches) + UCSS
(Upgrades).
AU Uptime L3 PLO4H
MSAUE21287
AU Uptime Reconfigure Response 4 Hours
MSAUE21444
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) within 4 hours to initiate replacement and loading of backup configuration.
AU Uptime L3 PLO4H + ESW + UCSS
MSAUE21390
AU Uptime Reconfig Response 4H+ESW+UCSS
MSAUE21472
Incident Management; Engineer onsite (for HW) or remote login (for SW) within 4H to
initiate replacement & loading of backup configuration + ESW (Patches) + UCSS
(Upgrades).
AU Uptime L3 PLO4H + ITSCM SWARH
MSAUE21392
AU Uptime Reconfigure Response 4 Hours
MSAUE21444
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) within 4 hours to initiate replacement and loading of backup configuration.
AU Uptime L3 PLO4H + UT
MSAUE21408
AU Uptime UCS Reconfg Response 4H + UT
MSAUE21700
Incident Mgt; Commence diag in 60 min; maint SW releases & ver upg; Engineer
onsite (for HW) or remote login (for SW) in 4H to initiate replacement & loading of
backup config+SW Triage.
AU Uptime L3 PLO4H Critical
MSAUE21410
AU Uptime UCS Reconfg Response 4H Crit
MSAUE21707
Incident Mgt; Commence diag in 30 min; maint SW releases & ver upg; Engineer
onsite (for HW) or remote login (for SW) in 4H to initiate replacement & loading of
backup config+SW Triage+Tech Lead.
AU Uptime L3 PLO4HR5H
MSAUE21304
AU Uptime Restore Result 4 Hours
MSAUE21459
Incident Management; Restoration of functionality completed (onsite or remotely)
within 4 hours.
AU Uptime L3 PLO8H
MSAUE21288
AU Uptime Reconfigure Response NBD
MSAUE21443
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) before end of NBD to initiate replacement and loading of backup
configuration.
AU Uptime L3 PLOBE Best Effort
MSAUE21289
AU Uptime Reconfig Response Best Effort
MSAUE21440
Incident Management; Engineer arrives onsite (for hardware ) or logs on remotely ( for
software) on a Best Effort basis to initiate replacement and loading of backup
configuration.
AU Uptime L3 PLONBD + ESW + UCSS
MSAUE21389
AU Uptime Reconfig Response NBD+ESW+UCSS
MSAUE21471
Incident Management; Engineer onsite (for HW) or remote login (for SW) within NBD to
initiate replacement & loading of backup configuration + ESW (Patches) + UCSS
(Upgrades).
AU Uptime L4 PLCSO R10H for Suncorp
MSAUE21319
AU Uptime Restore Result NBD
MSAUE21458
Incident Management; Restoration of functionality completed (onsite or remotely)
before end of NBD.
AU Uptime L4 PLCSO R4H for Suncorp
MSAUE21318
AU Uptime Restore Result 4 Hours
MSAUE21459
Incident Management; Restoration of functionality completed (onsite or remotely)
within 4 hours.
AU Uptime L4 PLO2HR4H
MSAUE21301
AU Uptime Restore Result 4 Hours
MSAUE21459
Incident Management; Restoration of functionality completed (onsite or remotely)
within 4 hours.
AU Uptime L4 PLO4HR5H
MSAUE21316
AU Uptime Restore Result 4 Hours
MSAUE21459
Incident Management; Restoration of functionality completed (onsite or remotely)
within 4 hours.
Page 4 of 4
Uptime Service Levels
Old Entitlement Name
Old Vendor
Code
New Entitlement Name
New Vendor
Code
New Long Entitlement Name
AU Uptime L4 PLR10H
MSAUE21310
AU Uptime Restore Result NBD
MSAUE21458
Incident Management; Restoration of functionality completed (onsite or remotely)
before end of NBD.
AU Uptime L4 PLR2H
MSAUE21293
AU Uptime Restore Result 2 Hours
MSAUE21460
Incident Management; Restoration of functionality completed (onsite or remotely)
within 2 hours.
AU Uptime L4 PLR3H
MSAUE21331
AU Uptime Restore Result 2 Hours
MSAUE21460
Incident Management; Restoration of functionality completed (onsite or remotely)
within 2 hours.
AU Uptime L4 PLR4H
MSAUE21296
AU Uptime Restore Result 4 Hours
MSAUE21459
Incident Management; Restoration of functionality completed (onsite or remotely)
within 4 hours.
AU Uptime L4 PLR5H
MSAUE21332
AU Uptime Restore Result 4 Hours
MSAUE21459
Incident Management; Restoration of functionality completed (onsite or remotely)
within 4 hours.
AU Uptime L4 PLR6H
MSAUE21298
AU Uptime Restore Result 4 Hours
MSAUE21459
Incident Management; Restoration of functionality completed (onsite or remotely)
within 4 hours.
AU Uptime L4 PLR8H
MSAUE21299
AU Uptime Restore Result NBD
MSAUE21458
Incident Management; Restoration of functionality completed (onsite or remotely)
before end of NBD.
AU Uptime Return To Base T4H 30D
MSAUE21309
AU Uptime Ship Response Return to Base
MSAUE21419
Incident Management; Initiate shipment of part (if required) Best Effort.
AU Uptime Secure L1 SS
MSAUE22010
Uptime Vendor Patches + Upgrades
MSEUPT1105003
Business hours Patches & Upgrades Software update provision.
AU Uptime Secure L1 SS-SD
MSAUE22011
Uptime Vendor Patches + Upgrades
MSEUPT1105003
Business hours Patches & Upgrades Software update provision.
AU Uptime Secure L2 SST2H
MSAUE22012
AU Uptime Rem Resp+Pat+Upg 24x7x30M
MSAUE26998
24x7 Incident Management; Complete diagnosis telephonically or online within 30
mins; Access to software patches, version upgrades, minor and major version releases
as provided by the vendor.
AU Uptime Secure L2 SST30M
MSAUE22013
AU Uptime Rem Resp+Pat+Upg 24x7x30M
MSAUE26998
24x7 Incident Management; Complete diagnosis telephonically or online within 30
mins; Access to software patches, version upgrades, minor and major version releases
as provided by the vendor.
AU Uptime Secure L2 SST4H
MSAUE22014
AU Uptime Rem Resp+Pat+Upg BusHrsx4H
MSAUE26997
Business Hours Incident Management; Complete diagnosis telephonically or online
within 4 hours; Access to software patches, version upgrades, minor and major version
releases as provided by the vendor.
AU Uptime Secure L2 SST4H
MSAUE22014
AU Uptime Rem Resp+Pat+Upg 24x7x4H
MSAUE26999
24x7 Incident Management; Complete diagnosis telephonically or online within 4
hours; Access to software patches, version upgrades, minor and major version
releases as provided by the vendor.
AU Uptime Secure L3 SSLO24H
MSAUE22016
AU Uptime Rem Resp Pat/Upg+SWEngr24x7x4H
MSAUE26970
24x7 Incident Management; Complete diagnosis telephonically or online within 30
mins; Access to software patches, minor and major version releases as provided by
the vendor. SW engineer may attend site for resolution if required within 4 hours.
AU Uptime Secure L3 SSLO4H
MSAUE22018
AU Uptime Rem Resp Pat/Upg+SWEngr24x7x4H
MSAUE26970
24x7 Incident Management; Complete diagnosis telephonically or online within 30
mins; Access to software patches, minor and major version upgrades as provided by
the vendor. SW engineer may attend site for resolution if required within 4 hours.
AU Uptime Secure L4 SST4H 2R
MSAUE22024
AU Uptime Rem Resp+Pat+Upg 24x7x4H
MSAUE26999
24x7 Incident Management; Complete diagnosis telephonically or online within 4
hours; Access to software patches, version upgrades, minor and major version
upgrades as provided by the vendor.
AU Uptime Secure L6 PLO10H
MSAUE22035
AU Uptime Replace Response NBD
MSAUE21432
Incident Management; Engineer arrives onsite (for hardware) or logs on remotely (for
software) before end of NBD to initiate replacement.
AU Uptime Secure L6 PLO4H
MSAUE22033
AU Uptime Replace Response 4 Hours
MSAUE21433
Incident Management; Engineer arrives onsite (for hardware) or logs on remotely (for
software) within 4 hours to initiate replacement.
Page 5 of 4
Uptime Service Levels
Old Entitlement Name
Old Vendor
Code
New Entitlement Name
New Vendor
Code
New Long Entitlement Name
AU Uptime Secure L6 PO10H
MSAUE22039
AU Uptime Ship Result NBD
MSAUE21427
Incident Management; Part (if required) reaches client site before end of NBD.
AU Uptime Secure L6 PO4H
MSAUE22037
AU Uptime Ship Result 4 Hours
MSAUE21428
Incident Management; Part (if required) reaches client site within 4 hours.
AU Uptime Secure L6 POBE Best Effort
MSAUE22044
AU Uptime Ship Response Best Effort
MSAUE21419
Incident Management; Initiate shipment of part (if required) Best Effort.
AU Uptime UCS L1 SS ISV1
MSAUE21650
AU Uptime UCS Rem Resp + Pch + Upg ISV1
MSAUE21672
Incident Mgt; Complete diag telephonically or online. Access to SW patches, ver upg,
minor & major ver releases provided by the vendor.
AU Uptime UCS L2 PO 3BD + UT
MSAUE21652
AU Uptime UCS Ship Result 3BD + UT
MSAUE21682
Incident Mgt; Commence diag in 60 min; maint SW releases & ver upg; Part (if
required) reaches client site in 3BD+SW Triage.
AU Uptime UCS L2 PO NBD + UT
MSAUE21653
AU Uptime UCS Ship Result NBD + UT
MSAUE21684
Incident Mgt; Commence diag in 60 min; maint SW releases & ver upg; Part (if
required) reaches client site in NBD+SW Triage.
AU Uptime UCS L2 PO4H
MSAUE21658
AU Uptime UCS Ship Result 4H
MSAUE21675
Incident Mgt; Commence diag in 60 min; maint SW releases; Part (if required) reaches
client site in 4H.
AU Uptime UCS L2 PO4H + UT
MSAUE21657
AU Uptime UCS Ship Result 4H + UT
MSAUE21685
Incident Mgt; Commence diag in 60 min; maint SW releases & ver upg; Part (if
required) reaches client site in 4H+SW Triage.
AU Uptime UCS L3 PLO NBD
MSAUE21664
AU Uptime UCS Reconfg Response NBD
MSAUE21689
Incident Mgt; Commence diag in 60 min; maint SW releases; Engineer onsite (for HW)
or remote login (for SW) in NBD to initiate replacement & loading of backup config.
AU Uptime UCS L3 PLO2H + UT
MSAUE21665
AU Uptime UCS Reconfg Response 2H + UT
MSAUE21701
Incident Mgt; Commence diag in 60 min; maint SW releases & ver upg; Engineer
onsite (for HW) or remote login (for SW) in 2H to initiate replacement & loading of
backup config+SW Triage.
AU Uptime UCS L3 PLO2H Critical
MSAUE21666
AU Uptime UCS Reconfg Response 2H Crit
MSAUE21708
Incident Mgt; Commence diag in 30 min; maint SW releases & ver upg; Engineer
onsite (for HW) or remote login (for SW) in 2H to initiate replacement & loading of
backup config+SW Triage+Tech Lead.
AU Uptime UCS L3 PLO4H
MSAUE21670
AU Uptime UCS Reconfg Response 4H
MSAUE21690
Incident Mgt; Commence diag in 60 min; maint SW releases; Engineer onsite (for HW)
or remote login (for SW) in 4H to initiate replacement & loading of backup config.
AU Uptime UCS L3 PLO4H + UT
MSAUE21668
AU Uptime UCS Reconfg Response 4H + UT
MSAUE21700
Incident Mgt; Commence diag in 60 min; maint SW releases & ver upg; Engineer
onsite (for HW) or remote login (for SW) in 4H to initiate replacement & loading of
backup config+SW Triage.
Should you need to raise a service request, the procedures to contact our GSC [1800 NET HLP (1800 638 451)] remain unchanged.
Dimension Data Australia Pty. Ltd.
121-127 Harrington Street
The Rocks NSW 2000
Tel: +61 2 8249 5000
Email: [email protected]
Page 6 of 4
www.dimensiondata.com/au