ZCM and ENGL Customer Care Packages

ZCM and ENGL Customer Care Packages

Uptime offers three customer care packages for ZCM and ENGL clients:

Tier I
Ideal for customers who have priority maintenance support with Novell for emergencies but who want preventative maintenance, including a review of the network on a regular basis, recommendations around upgrade paths, and patching.

Tiers II and III
Ideal for customers who do not have a contract with Novell that includes support incidents and who want preventative maintenance, including a review of the network on a regular basis, recommendations around upgrade paths, and patching. Great for larger SLA/ALA customers!

Contact us today for more information!



ZCM and ENGL Customer Care Packages at a Glance:

First Primary Server

Tier I

Tier II

Tier III

Review ZCM Server Implementation two times per year including:

  • Error logs
  • Workstation Registration Issues
  • Error messages for application deployments and policy application

 

 

X

 

 

X

 

 

X

Patch ZCM 2x/year

  • Feature pack, Hot Patch, and Service Patch updates only. Does not include major rev upgrades
  • Includes recommendations for deploying updates to Satellite servers and workstations

 

 

X

 

 

X

 

 

X

Non-critical email and phone support incidents/year for ZCM (current product upgrade protection required).

3

6

12

Critical Remote Assistance Support Incidents annually.

0

1

2

Additional Servers and Options

Tier I

Tier II

Tier III

ENGL Option:

  • Patch ENGL 2x/year
  • Service Patch updates only. Does not include major rev upgrades. Includes testing one build after patch has been applied.
  • ENGL questions can be included non-critical email/phone support.

 

X

 

X

 

X

ZEN satellite servers:

  • Patch 2x/year
  • Feature pack, Hot Patch, and Service Patch updates only. Does not include major rev upgrades.

 

X

 

X

 

X

Special Discounts

Tier I

Tier II

Tier III

% discount on:

  • Any Novell training class offered at our training facility
  • Uptime project pricing
  • On-site emergency services
  • Day-rate services

 

5%

 

10%

 

20%