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Alcatel-Lucent Enterprise Service Essential - Support Services for Network Solutions. Ed. 4 of 34

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SUPPORT SERVICES

FOR

NETWORK PRODUCTS SERVICE ESSENTIALS FOR BUSINESS PARTNERS EUROPE MIDDLE EAST / CENTRAL AND LATIN AMERICA / CANADA / ASIA-PACIFIC

Edition 4 – May 2018



TABLE OF CONTENT

I. GENERAL PROVISIONS ....................................................................................................... 5

II. SUPPORT SERVICE OFFER ..................................................................................................... 6

A. COMPLIMENTARY SUPPORT SERVICE FOR ENTERPRISE SEGMENT ..................................................... 6

1. Eligibility .................................................................................................................... 6 2. Content ..................................................................................................................... 6

2.1. Lifetime PALM Access .................................................................................................... 6 2.2. SUPPORT Software for One (1) Year ................................................................................... 6

B. COMPLIMENTARY SUPPORT SERVICE FOR SMALL AND MEDIUM BUSINESS (SMB) SEGMENT ........................ 6

1. Definition ................................................................................................................... 6 2. Term ......................................................................................................................... 6 3. Content ..................................................................................................................... 7

3.1 Access to the online Technical Resources center ..................................................................... 7 3.2 Operating System Updates and Upgrades .............................................................................. 7 3.3 Access to Online Support Community ................................................................................... 7

C. PARTNER SUPPORT SOFTWARE SERVICES ................................................................................. 7

1. Eligibility .................................................................................................................... 7 2. Term ......................................................................................................................... 7 3. Partner SUPPORT Software Content .................................................................................... 7

D. PARTNER SUPPORT PLUS SERVICES ........................................................................................ 8

1. Eligibility .................................................................................................................... 8 2. Term ......................................................................................................................... 8 3. Partner SUPPORT Plus Content .......................................................................................... 8

3.1 Advanced Replacement 1Day (AVR-NBD) ............................................................................... 8 3.2 Return to Factory 20Day (RTF-20D) .................................................................................... 8 3.3 Software Support .......................................................................................................... 9 3.5. Training Credit ............................................................................................................ 9

E. END CUSTOMER SUPPORT SOFTWARE SERVICES ......................................................................... 9

1. Eligibility .................................................................................................................... 9 2. Term ......................................................................................................................... 9 3. End Customer SUPPORT Software Content ............................................................................ 9

F. END CUSTOMER SUPPORT PLUS SERVICES............................................................................... 10

1. Eligibility .................................................................................................................. 10 2. Term ....................................................................................................................... 10 3. End Customer SUPPORT Plus Content ................................................................................ 10

3.1 Advanced Replacement 1Day (AVR-NBD) .............................................................................. 10 3.2 Software Support ......................................................................................................... 10

G. LONG TERM SUPPORT SERVICES ......................................................................................... 11

1. Eligibility .................................................................................................................. 11 2. Term ....................................................................................................................... 11 3. Long Term SUPPORT Content .......................................................................................... 11

3.1 Hardware Support - AVR-NBD ........................................................................................... 11 3.2 Software Support ......................................................................................................... 11

H. ON-DEMAND HARDWARE SUPPORT ...................................................................................... 11

I. OMNISWITCH EXTENDED SOFTWARE SUPPORT .......................................................................... 12

1. Applicability .............................................................................................................. 12 2. Content ................................................................................................................... 12 3. Pre-requisite ............................................................................................................. 12

J. MPLS WAN CORE ROUTER SUPPORT...................................................................................... 12

K. SUPPORT SERVICES FOR ARUBA CLEARPASS ............................................................................ 12



1. Definitions ................................................................................................................ 12 2. Service Description ...................................................................................................... 12

2.1. Support Basic ............................................................................................................. 13 2.2. SER-SOFT .................................................................................................................. 13 2.3. DOA ........................................................................................................................ 13 2.4. Business Partner responsibilities for Support Basic and SER-SOFT ................................................ 13

3. Service Scope ............................................................................................................ 14 4. Services Length .......................................................................................................... 14 5. Pricing, Invoicing and Payment ....................................................................................... 14

III. SERVICE MODULES ........................................................................................................... 15

A. RETURN TO FACTORY 20 DAYS (RTF-20D) .............................................................................. 15

B. RETURN TO FACTORY NEXT BUSINESS DAY (RTF-NBD) ................................................................ 15

C. ADVANCED REPLACEMENT NEXT BUSINESS DAY (AVR-NBD) .......................................................... 15

D. CONDITIONS FOR ADVANCED REPLACEMENT SERVICE MODULE (AVR-NBD) ........................................ 15

E. CONDITIONS FOR HARDWARE SERVICE MODULES (RTF-20D, RTF-NBD, AVR-NBD) ................................ 16

1. Packaging and Transportation Rules .................................................................................. 16 2. No Fault Found (NFF) ................................................................................................... 16 3. Not Returned Item (NRI)................................................................................................ 16 4. Hardware Support – Service Level Agreement (SLA) ............................................................... 17 5. Hardware Support Repair warranty period .......................................................................... 17

F. SOFTWARE SERVICE MODULES FOR BUSINESS PARTNERS ............................................................. 17

1. Level 3 Support .......................................................................................................... 17 2. Operating System Updates and Upgrades ............................................................................ 18 3. Access to the online Technical Resources center .................................................................. 18 4. Software Support SLA ................................................................................................... 19

G. SERVICES AVAILABILITY ................................................................................................... 19

IV. WARRANTY .................................................................................................................... 21

THE START DATE FOR ALE WARRANTIES IS THE DATE PRODUCTS WERE FIRST SHIPPED FROM AN ALE FACILITY

(DATE OF SHIPMENT). A. SOFTWARE WARRANTY ......................................................................... 21

B. HARDWARE WARRANTY .................................................................................................... 21

C. HARDWARE LIMITED LIFETIME WARRANTY ............................................................................. 22 ALE’s Hardware Limited Lifetime Warranty is in addition to the standard hardware warranty and applies only to specific

hardware products (“HLLW Product”). ......................................................................................... 22 Replacement product is shipped the next business day from the receipt of the faulty part. ................................. 22 OMNISWITCH™ LAN MODULAR ................................................................................................ 22 OMNIACCESS™ WLAN .......................................................................................................... 22 OMNIACCESS TM WAN ACCESS ROUTERS ..................................................................................... 22

D. TRANSCEIVER WARRANTY ................................................................................................. 23

E. MIDSPAN POWER DEVICES WARRANTY .................................................................................. 23

V. GENERAL CONDITIONS ....................................................................................................... 24

A. SUPPORT SERVICES SCOPE ................................................................................................ 24

B. SERVICE COVERAGE ........................................................................................................ 24

C. PRICING FOR SUPPORT SERVICES ......................................................................................... 24

1. General .................................................................................................................... 24 2. Price List .................................................................................................................. 24 3. Product Category ........................................................................................................ 25 4. Discounts .................................................................................................................. 25

D. SERVICE TERMS ............................................................................................................. 25

E. RENEWAL CONDITIONS ..................................................................................................... 26

F. SUPPORT SERVICES BULK RENEWAL...................................................................................... 28



G. TRANSFER AND CONTRACT TAKE-OVER ................................................................................. 28

H. DEAD ON ARRIVAL (DOA) .................................................................................................. 29

I. LONG TERM SUPORT SERVICES CONDITIONS ............................................................................ 29

Long Term Support Lifecycle ............................................................................................. 29 Quotation Process .......................................................................................................... 29

J. END CUSTOMER SUPPORT SERVICES CONDITIONS ...................................................................... 30

1. Pricing and Invoicing Rules for End-Customer Support ............................................................ 30 2. Ordering Rules ........................................................................................................... 30 3. Required Information for End-Customer Support ................................................................... 30

K. PRODUCT LIFECYCLE AND SUPPORT SERVICES AVAILABILITY ........................................................ 30 What limitations apply to ALE warranties? ................................................................................. 31 What remedies are available under ALE warranties? ..................................................................... 31

APPENDICES ....................................................................................................................... 33

APPENDIX 1: ORDERING SUPPORT SERVICES ............................................................................... 33

APPENDIX 2: ONLINE SUPPORT TOOLS ..................................................................................... 33

APPENDIX 3: CONTACT INFORMATION ...................................................................................... 34



I. GENERAL PROVISIONS

This Service Essential (“Essential”) describes the terms and conditions applicable to support and maintenance Services for ALE Network Solutions. This Essential incorporates the terms and conditions of the Agreement by reference to the extent relevant to ALE Network Solutions. Terms with a first capital letter shall have the meaning ascribed in the Agreement (including the Program Guide) and in this Essential. For sake of clarity, Business Partner herein means either a Direct Reseller or a Distributor.

Scope of countries: Business Partners with a sale Territory based in Europe, Middle East, Central and

Latin Americas, Canada, and Asia-Pacific. It expressly excludes United States of America and Mainland China

Covered products: All ALE Network portfolio

Document repository: Enterprise Business Portal

Modifications and Updates: by eFlash and published on the Enterprise Business Portal

Effective date: May 2018



II. SUPPORT SERVICE OFFER

A. COMPLIMENTARY SUPPORT SERVICE FOR ENTERPRISE SEGMENT

1. Eligibility

This support service is provided and available to Business Partners at no additional charge with the purchase

of ALE equipment. For eligible Product families please see Table 1 “Support Services per Product Family”

later in the document.

2. Content

2.1. Lifetime PALM Access

All Business Partners are given complimentary access to Proactive Lifecycle Management (PALM) cloud based

inventory and Product lifecycle management tool.

The term starts at Product shipment from ALE logistics platform and ends five (5) calendar years after the

End of Sales of the Product has been announced by ALE.

2.2. SUPPORT Software for One (1) Year

Self Service Support Module includes the following:

• Access to Operating System Updates and Upgrades 24x7 Online Support Portal Access

• 24x7 Access to Technical Support (Level3) to Certified System Experts (ACSE) and Certified Field

Expert (ACFE) on the Product for Partner SUPPORT Software

• 24x7 Remote Diagnostics

The term of the complimentary SUPPORT Software is as follows:

• If the Product has been ordered by a Direct Reseller, the term of the service starts at Product

shipment from ALE and ends 13 months later.

• If the Product has been ordered by a Distributor, the term of the service starts at Product

shipment from ALE and ends 15 months later.

The terms and conditions of SUPPORT Software are detailed in the section – Service Modules.

B. COMPLIMENTARY SUPPORT SERVICE FOR SMALL AND MEDIUM BUSINESS (SMB) SEGMENT

1. Definition

This support service is available to Business Partners at no additional charge and it comes with the purchase

of an eligible ALE equipment. For eligible Products see “Support Services Availability per Product Family”

table.

The support services for SMB is provided to Business Partners only, not to the End Customer

2. Term

Business Partner will have access to this complimentary service until the end of life of the eligible Product

is reached.



3. Content

3.1 Access to the online Technical Resources center

Each Authorized Personnel from the Business Partner is granted access to the Enterprise Partner Portal.

For the eligible Products only, they will be able to access Technical Knowledge Center, operating system

updates and upgrades, documentation, release notes.

3.2 Operating System Updates and Upgrades

Unlimited access to software updates available on the Enterprise Partner Portal (dynamic patches &

Maintenance releases) with their associated Documentation / Release Notes.

Unlimited access to release evolutions/upgrades available on the Enterprise Partner Portal (General

Availability “GA”) with their associated Documentation / Release Notes. GA releases include new features

added to the operating system.

The Releases and associated documentation and release notes are available on the Enterprise Business Portal

or any other location indicated by ALE.

3.3 Access to Online Support Community

Partner can participate in discussion groups, get access to the information shared on forums, and blogs.

C. PARTNER SUPPORT SOFTWARE SERVICES

1. Eligibility

The SUPPORT Software Service is an optional support Service offered to the Business Partner on Specific

Network Products.

Please refer to the current Price List on the Enterprise Partner Portal for the support Service options

available, the list price of the support service options, and for which Products the support services are

offered.

2. Term

When SUPPORT Software services are ordered together with the Product, two (2) different terms are

offered: 3 Years, 5 Years.

The service starts at the time ALE invoices the Business Partner for the Products and the associated services

and terminates three (3) years or five (5) calendar years after the start of the service depending on the

service duration ordered by the Business Partner.

When SUPPORT Software services are ordered as renewal services, three (3) additional terms are offered:

one (1) Year, two (2) Years, three(3) Years.

The renewal SUPPORT Software service starts at the time ALE invoices the Business Partner or from the end

date of previous active SUPPORT contract and terminates one (1), two (2) or three (3) calendar years after

the start of the service depending on the service duration ordered by the Business Partner.

In case of or upgrade from Support Software service to Support Plus service, the service starts at Business

Partner’s choice immediately from the ordering date of the Support Plus service or from the end of the

previous active Support contract and terminates one (1), two (2) or three (3) calendar years after the start

of the service depending on the service duration ordered by the Business Partner.

3. Partner SUPPORT Software Content

The Software Support Module includes the following:



• Access to Operating System Updates and Upgrades

• 24x7 Online support portal access


Expert (ACFE) for the Products for Partner SUPPORT Software. For ClearPass, the Business Partner

shall be ClearPass educated to order Partner SUPPORT Software.

• 24x7 Remote diagnostics

The terms and conditions of this Service Module are detailed in the section – Service Modules

D. PARTNER SUPPORT PLUS SERVICES

1. Eligibility

The SUPPORT Plus Service is an optional support Service offered to the Business Partner on Specific Network

Products. Please refer to the current Price List on the Enterprise Partner Portal for the support Service

options available, the List Price of the support service options, and for which Products the support Services

are offered.

2. Term

When SUPPORT Plus services are ordered together with the Product, three (3) different terms are offered:

one (1) Year, three (3) Years, five(5) Years.

The one (1) Year service starts at the time ALE ships the associated Products and terminates as follows:

- 13 months after if the service and associated Products have been ordered by a Direct Reseller

- 15 months after if the service and associated Products have been ordered by a Distributor

The three (3) year and five (5) year service start at the time ALE ships the associated Products and

terminates three (3) or five (5) calendar years after the start of the service respectively.

When SUPPORT Plus services are ordered as renewal services, three (3) additional terms are offered: one

(1) Year, two (2) Years, three (3) Years.

The renewal of an existing SUPPORT Plus service starts at the time ALE invoices the Business Partner or

from the end date of previous active SUPPORT Plus contract and terminates one (1), two(2) or three (3)

calendar years after the start of the service depending on the service duration ordered by the Business

Partner.

When the Business Partner has no longer an active support contract, then the service starts at the time ALE

invoices the Business Partner.

3. Partner SUPPORT Plus Content

3.1 Advanced Replacement 1Day (AVR-NBD)

AVR-NBD is offered for all eligible Products except for ClearPass.

The terms and conditions of this Service Module are detailed in the section – Service Modules.

Advanced replacement may not be available in very country. Please contact your ALE representative to

check AVR eligibility in your country.

3.2 Return to Factory 20Day (RTF-20D)

RTF-20D is offered for ClearPass hardware appliances.




3.3 Software Support





Expert (ACFE) for Partner SUPPORT Plus for the Products. For ClearPass, the Business Partner

shall be ClearPass educated to order Partner Essential Support.


The terms and conditions of this Software Support are detailed in the section – Service Modules

3.5. Training Credit

Description: For every $20K/20K Euro of SUPPORT Plus purchased the Partner is entitled to one(1) year of

free subscription to e-Learning and e-Book training for one person ( Silver Level Full Network Pack )

Condition: Business Partner should purchase $20K/20K Euro of SUPPORT Plus services for one(1) calendar

year.

The Business Partner will be subscribed to the service upon request and after the condition is met.

E. END CUSTOMER SUPPORT SOFTWARE SERVICES

1. Eligibility

End Customer SUPPORT Software for Network Infrastructure is an optional support Service that Business

Partner may resell to End-Customer on specific Network Products. Please refer to the current Price List on

the Enterprise Partner Portal for the support Service options available, their List Price, and list of Product

for which the End Customer Support Services are offered.

End Customer Support for Network Infrastructure allows End Customers Authorized Personnel to contact ALE

directly to submit service requests, access ALE’s support portal, request replacements, and assist with the

remote diagnostics.

2. Term

When SUPPORT Software services are ordered together with the Product, three (3) different terms are

offered: one (1) Year, three (3) Years, and five(5) Years.

The service starts at the time ALE invoices the Business Partner for the Products and the associated services

and terminates one (1), three (3) years or five (5) calendar years after the start of the service depending

on the service duration ordered by the Business Partner.

Renewal term for SUPPORT Software services is one(1) Year.

The renewal SUPPORT Software service starts at the time ALE invoices the Business Partner or from the end

date of previous active SUPPORT contract and terminates one (1) calendar year after the start of the service.

In case of or upgrade from Support Software service to Support Plus service or from Business Partner support

to End Customer support, the service starts at Business Partner’s choice immediately from the ordering date

of the Support Plus service or from the end of the previous active Support contract and terminates one (1),

calendar year after the start of the service.

3. End Customer SUPPORT Software Content




• Access to Operating System Updates and Upgrades - End customer will have access to both

Software Updates and Upgrades for ALE Products for which they have purchased Support Services.

• 24x7 Online Support Portal Access

• 24x7 Access to Technical Support - End Customers’ Authorized Personnel only, may call into the

Welcome Center and open a Service Request

• 24x7 Remote diagnostics - TAC Engineers provide remote support to the End-Customer, Authorized

Personnel only, over the phone to diagnose the root cause of the reported problem. . If requested

by the TAC Engineer, the Authorized Personnel will be required to perform tasks to add in the

troubleshooting effort. The End-Customer must provide remote access via the Internet to the

supported ALE Products. If remote access is not provided, the targeted Service Level Agreements

will not apply and ALE will provide support on a best efforts basis.


F. END CUSTOMER SUPPORT PLUS SERVICES

1. Eligibility

End Customer SUPPORT Plus for Network Infrastructure is an optional support service that Business Partner

may resell to End-Customer on specific Network Products. Please refer to the current Price List on the

Enterprise Partner Portal for the support Service options available, their list price, and list of Product for

which the End Customer Support Services are offered.

End Customer SUPPORT Plus for Network Infrastructure allows End Customers Authorized Personnel to

contact ALE directly to submit service requests, access ALE’s support portal, request replacements, and

assist with the remote diagnostics.

2. Term

When SUPPORT Plus services are ordered together with the product, three (3) different terms are offered:

one(1) Year, three(3) Years, five(5) Years.

The service starts at the time ALE ships the associated Products and terminates one (1), three (3) or five (5)

calendar years after the start of the service respectively.

Renewal term for End Customer SUPPORT Plus service is one (1) Year.

The renewal of an existing SUPPORT Plus service starts from the end date of previous active SUPPORT Plus

contract and terminates one (1) calendar year after the start of the service.

When the End Customer has no longer an active support contract, then the service starts at the time ALE

invoices the Business Partner.

3. End Customer SUPPORT Plus Content

3.1 Advanced Replacement 1Day (AVR-NBD)

AVR-NBD is offered for all eligible Products except for ClearPass.


Advanced replacement may not be available in every country. Please contact your ALE representative to






• Access to Operating System Updates and Upgrades - End customer will have access to both

Software Updates and Upgrades for ALE Products for which they have purchased Support Services.


• 24x7 Access to Technical Support - End Customers’ Authorized Personnel only, may call into the

Welcome Center and open a Service Request

• 24x7 Remote diagnostics - TAC Engineers provide remote support to the End-Customer, Authorized

Personnel only, over the phone to diagnose the root cause of the reported problem. If requested

by the TAC Engineer, the Authorized Personnel will be required to perform tasks to add in the

troubleshooting effort. The End-Customer must provide remote access via the Internet to the

supported ALE Products. If remote access is not provided, the targeted Service Level Agreements

will not apply and ALE will provide support on a best efforts basis.

The terms and conditions of this Support are detailed in the section – Service Modules

G. LONG TERM SUPPORT SERVICES

1. Eligibility

The Long-Term SUPPORT Service is an optional support Service offered to the Business Partner only on

Specific Network Products. When purchased, ALE will provide support extending after the official End Of

Life for the Product.

2. Term

The term for Long Term SUPPORT services is ten (10) years.

The service starts at the time ALE ships the associated Products and terminates ten (10) years after the

start of the service or five(5) years after the End of Life (EOL) for a Product whichever comes first.

For Products approaching End Of Sale (EOS), Business Partner needs to submit their request for long term

support no less than three(3) months prior to the EOS for that Product.

3. Long Term SUPPORT Content

3.1 Hardware Support - AVR-NBD

AVR-NBD is offered for all eligible Products.


Advanced replacement may not be available in every country. Please contact your ALE representative to







Expert (ACFE)


• Access to the online Technical Resources center

The terms and conditions of this Software Support are detailed in the section – Service Modules

H. ON-DEMAND HARDWARE SUPPORT



Hardware Support may still be ordered On-Demand for the Hardware parts on an “as available” basis and

invoiced at the HWS support Catalog prices.

Note: It is always recommended to purchase regular SUPPORT Plus if offered for a given Product family. On

demand hardware support should be ordered for products not covered by SUPPORT Plus such as transceivers,

accessories etc.

For eligible Products please see the hardware support catalog which can be downloaded from the Enterprise

Business Portal.

I. OMNISWITCH EXTENDED SOFTWARE SUPPORT

1. Applicability

The OmniSwitch Extended Software Support is an optional service on-quote only. It applies to specific OmniSwitch product lines and specific releases. Contact Enterprise Global Welcome Center for a quote and list of eligible Products. Unless specifically agreed by ALE, the OmniSwitch Extended Software Support terminates when the Extended Software Support contract expires.

2. Content

The OmniSwitch Extended Software Support includes Software Updates (dynamic patches and Maintenance Release) and Release Notes for a specific OmniSwitch family, a specific release and a specific End Customer.

3. Pre-requisite

To take effect, the OmniSwitch Extended Software Support requires that a SUPPORT Software or SUPPORT Plus contract be active while requesting a quote for extended software support.

J. MPLS WAN CORE ROUTER SUPPORT

For details please refer to the latest edition of the Support Services for IP, MPLS and WAN Core Essentials

available on the Enterprise Business Portal

K. SUPPORT SERVICES FOR ARUBA CLEARPASS

1. Definitions

ClearPass educated Business Partner: Business Partner who has achieved the ClearPass Specialization as

defined in the Program Guide.

Network Infrastructure Products: All switches, routers, controllers, access points within the end customer

premises which provide connectivity between networked devices, including but not limited to desktop

computers, laptops, tablets, printers, and servers.

Non-ClearPass services educated Business Partner: Business Partner who has not achieved the ClearPass

Specialization as defined in the Program Guide.

2. Service Description



2.1. Support Basic

Support Basic includes Level 1, 2 and 3 Support, right to download Major, Minor, and Maintenance releases,

access to Enterprise Business Portal and RTF Hardware Support as defined in this Essential.

Support Basic shall be available for Aruba ClearPass Hardware appliances.

For Non-ClearPass educated Business Partners, ALE shall provide remote Level 1, 2, and 3 Support for Aruba

ClearPass on behalf of the Business Partner to its End Customer. Business Partner will, upon ALE’s request,

handle the communication with the end customer in the relevant local language if verbal and/or written

communication with such end customer in a language other than English is required. For the avoidance of

any doubt, any such Services provided by ALE to Business Partner’s end customer will be deemed provided

for Business Partner.

For ClearPass educated Business Partners, ALE shall provide remote Level 3 Support for Aruba ClearPass.

For RTF service (No AVR service is available) on Aruba ClearPass, ALE will repair or replace faulty parts of

Aruba ClearPass within twenty (20) Business Days from receipt of the faulty part at Local Entry Point.

The Business Partner and/or its end customer shall bear the costs of shipping back the faulty part to the

Local Entry Point on a DAP basis (ICC INCOTERMS 2010). ALE will return the repaired or replacement part on

the basis of the same DAP basis (ICC INCOTERMS 2010).

2.2. SER-SOFT

“SER-SOFT” services include Level 1, 2, and 3 Support, right to download Major, Minor, and Maintenance

releases and, access to Enterprise Business Portal.

For Non-ClearPass educated Business Partners, ALE shall provide remote Level 1, 2, and 3 Support for Aruba

ClearPass on behalf of the Business Partner to its End Customer. Business Partner will, upon ALE request,

handle the communication with the end customer in the relevant local language if verbal and/or written

communication with such end customer in a language other than English is required. For the avoidance of

any doubt, any such Services provided by ALE to Business Partner’s end customer will be deemed provided

for Business Partner.

For ClearPass educated Business Partners, ALE shall provide remote Level 3 Support for Aruba ClearPass.

2.3. DOA

For Aruba ClearPass Products, the Dead On Arrival (DOA) service is limited to thirty (30) calendar days from

the initial shipment date from ALE’s premises. Upon the corresponding registration of the request by ALE,

ALE shall ship the replacement part within ten (10) Business Days (actual delivery depend s upon

destination). Faulty part(s) or Aruba ClearPass must be returned by the Business Partner to Local Entry Point

with the specific packaging described in Section III, within twenty-five (25) Business Days following the

shipment of the replacement part from ALE to Business Partner.

2.4. Business Partner responsibilities for Support Basic and SER-SOFT

Notwithstanding Level 1 and Level 2 Support provided by ALE on behalf of the Business Partner to its end

customer, the Business Partner shall be the initial point of contact for its end customer to report perceived

technical problems with the Aruba ClearPass.

The Business Partner shall be the entity which opens the Service Request with ALE. Business Partner shall

be responsible for providing support services on Network Infrastructure Products.

Business Partner shall also check with its end customer for getting confirmation that the ecosystem resources

interfacing with Aruba ClearPass, including but not limited to Radius Servers, Certificate Servers, Microsoft

Active Directory, SQL Database, and Mobile Device Management (MDM) servers, are operating properly and



are not the cause or the root cause of the reported technical issue prior to opening a service request with

ALE.

3. Service Scope

Services for Aruba ClearPass are strictly limited to the Services described herein and do not include any

labor time or extra cost related to the implementation of Software Updates or Hardware upgrade. Without

limiting the generality of the foregoing, ALE shall be entitled to charge reasonable additional fees for all

services that would be provided by ALE beyond the scope defined herein.

Without prejudice to the foregoing, it shall be Business Partner’s and/or its end customer’s responsibility

to manage and perform at its own risks, costs and expenses the implementation of the Software Updates

and Hardware upgrades at the end customers’ sites, taking into account any related constraints, such as

interoperability with technical and system environment, back-ups of data and parameterization.

Services for Aruba ClearPass are not available for:

• unauthorized updates, upgrades, alterations, modifications and unlicensed use of Aruba ClearPass or part

thereof,

• Aruba ClearPass which is in try and buy mode, or

• Enhancement or specific developments which are not integrated into the generic version of the Aruba

ClearPass.

4. Services Length

Support Basic and SER-SOFT shall be available for purchase either for one (1) year term (renewable for

successive 1 year periods subject to Parties mutual agreement), or three (3) year term.

Business Partner must purchase a minimum of one (1) year of Support Basic for each and every Aruba

ClearPass hardware appliance purchased, and a minimum of one (1) year of SER-SOFT for each and every

Aruba ClearPass hardware appliance purchased.

Service starts at the time of shipment for hardware products or at the time of invoicing for software support.

5. Pricing, Invoicing and Payment

Each maintenance and support Services contract for Aruba ClearPass shall be sold with a unique model

number for each single Aruba ClearPass purchased by Business Partner. Such unique model number must be

included on the relevant Business Partner’s Purchase Order to ALE. The model number and list price can be

found on the ALE Solutions Division Network Infrastructure Portfolio Price List.

The initial Service Fees for each maintenance and support Services purchased are invoiced to and must be

paid by Business Partner up front to ALE. Such Service Fees shall be invoiced concurrently with the invoice

of the purchased Aruba ClearPass. Service Fees for any maintenance and support contract renewal

purchased by Business Partner shall be invoiced to and by Business Partner up front to ALE.

Both Support Basic and SER-SOFT services shall have two Product Categories (WPL) of U and Y.

Non-ClearPass educated Business Partners must purchase low level design and implementation services from

ALE for any deployment of ClearPass. Pricing and other terms and conditions applicable to such services will

be as specified in the relevant quotation provided by ALE Professional Services organization for the

corresponding deployment. The concerned Business Partner shall contact ALE Professional Services in due

time and provide all relevant information for the purpose of ALE’s quotation.



III. SERVICE MODULES

A. RETURN TO FACTORY 20 DAYS (RTF-20D)

ALE provides repair or replacement of faulty parts, faulty parts to be confirmed as such by ALE and RTF

process to be confirmed by ALE before Business Partner returns faulty parts to factory) within twenty (20)

Business Days (excluding transport) from the approved reception of the faulty part at Local Entry Point.

The costs of shipping back the faulty part to the Local Entry Point are born by the Business Partner on a DAP

basis (ICC INCOTERMS 2010).

The Local Entry Point means the premises of ALE or of an ALE’s subcontractor, as defined by ALE, to which

the Business Partner shall ship the faulty parts of the Products for replacement or repair. For the avoidance

of doubt, Local Entry Point is not necessarily located in the country where Business Partner’s premises are

located.

B. RETURN TO FACTORY NEXT BUSINESS DAY (RTF-NBD)

ALE provides repair or replacement of faulty parts, confirmed as such by ALE, within one (1) Business Day

(i.e.: availability at ALE’s premises or at premises of an ALE’s subcontractors as designated by ALE, excluding

transport) from the approved reception of the faulty part at Local Entry Point. The costs of shipping back

the faulty part to the Local Entry Point are born by the Business Partner on a DAP basis (ICC INCOTERMS

2010).

The Local Entry Point means the premises of ALE or of an ALE’s subcontractor, as defined by ALE, to which

the Business Partner shall ship the faulty parts of the Products for replacement or repair. For the avoidance

of doubt, Local Entry Point is not necessarily located in the country where Business Partner’s premises are

located.

C. ADVANCED REPLACEMENT NEXT BUSINESS DAY (AVR-NBD)

Under the AVR-NBD Service Module, ALE provides replacement of faulty parts Next Business Day (excluding

transport) from the time of registration of the order in ALE tools and Portals. The replacement products will

ship from ALE’s hub next business day of the request.

D. CONDITIONS FOR ADVANCED REPLACEMENT SERVICE MODULE (AVR-NBD)

Business Partner is not authorized to return under the AVR process Products in unreasonable quantities

(typically two items per week) unless authorized in writing by a special RMA (Return Material Authorization,

as defined as a written authorization delivered by ALE to the Business Partner allowing the latter to return

Products or parts thereof to ALE or to a Local Entry Point indicated by ALE).

Faulty part(s) or faulty Products which have been replaced through AVR must be returned to Local Entry

Point within twenty-five (25) Business Days following the shipment of the replacement part from ALE

logistics platform, otherwise the Business Partner will be invoiced the Non-Returned Item Price available on

his current Hardware Support Price List Catalog. Please contact your ALE representative to check AVR

eligibility in your country.



E. CONDITIONS FOR HARDWARE SERVICE MODULES (RTF-20D, RTF-NBD, AVR-NBD)

1. Packaging and Transportation Rules

The returned faulty Products and/or parts must be shipped to the Local Entry Point in an appropriate

packaging. For AVR Services, this packaging is substantially the same container the replacement Product

was in when received by the Business Partner, using the same protective packing material.

Business Partner or End Customer shall affix within and on the package a copy of the return delivery note

(either provided by ALE on demand or downloaded from the Enterprise Business Portal). Improper or non-

adequate packaging can be subject to additional charges or refusal of the Products/parts.

For AVR Services, ALE shall provide the Business Partner or End Customer with a prepaid return voucher to

send back the faulty Product/part to the Local Entry Point or other location indicated by ALE.

Any import duties are not considered shipping costs and the Business Partner or End Customer shall bear

such duties, if any.

2. No Fault Found (NFF)

In case the Products returned either under AVR or RTF Service appear to be not faulty (herein the “NFF”),

and provided the rate of NFF exceeds 5% of the number of items returned by Business Partner over a period

of one (1) quarter, ALE shall charge Business Partner a No Fault Found Fee (the “NFF Fee”) per each NFF

item (identified by its serial number) returned during such quarter.

The NFF records shall be reset to zero at the beginning of each period. The NFF Fee amount is twenty five

percent (25%) of the Hardware Support WPL Price List, with a minimum of 150 Euros/150 USD, or any other

amount published on the Portal or notified by eFlash by ALE from time to time.

(1) NFF Rate = Returns declared NFF by ALE RLC (CSSP) / Total returns received by ALE RLC (CSSP) for the previous period

UW: Under warranty / CSSP: within Contracted Support Service Period / ALE RLC: ALE Repair Logistic Center

3. Not Returned Item (NRI)

If a defective Product and/or part(s) which is to be returned by Business Partner as per the DOA and AVR

rules is/are not returned to the Local Entry Point by Business Partner within twenty-five (25) Business Days,

or any other applicable turnaround time as specified by ALE, ALE will invoice the Business Partner the Price

List of a “Not Returned Item (NRI)” as listed on the current Hardware Support Price List Catalog for ALE

Products.



BD: Business Days

4. Hardware Support – Service Level Agreement (SLA)

The following Service Level metrics are tracked by ALE:

- OTS On-Time Shipment:

For AVR Services, the On-Time Shipment measure starts once the Business Partner has placed his

order within eBuy HWS tool or through ALE Welcome Center, which is available for End Customer.

The outgoing transportation is not included in the time measuring.

For RTF Service, the On-Time Shipment measure starts once the item comes at the ALE return

logistic center (without litigation). The incoming and outgoing transportation are not included in

the time measuring.

Target OTS: > 92%

RTF-20D OTS Target is 20 Business Days

RTF-NBD OTS Target is 1 (Next) Business Day

AVR-NBD OTS Target is 1 (Next) Business Day

5. Hardware Support Repair warranty period

The repair warranty period is equal to:

(i) Six (6) months from shipment date (i.e.: availability at ALE logistics platform) of the repaired or

replaced part or,

(ii) The remaining period from the Support Service period of the repaired or replaced Products,

whichever the longer.

F. SOFTWARE SERVICE MODULES FOR BUSINESS PARTNERS

1. Level 3 Support

Level 3 Support is provided by ALE via telephone (hot line), email or via the Enterprise Business Portal, 24

hours per day / 7 days a week in English, on a commercially reasonable basis. This Service is provided only

to the Business Partner’s Certified Experts (ACSE/ACFE) having a certification on the Product. Level 3

Support is chargeable in addition to the Service Fees when it is provided to non-certified experts as set

forth in the Price List.



Level 3 Support is limited to:

- Clarification of functions and features of the Product;

- Guidance and assistance with the configuration and operation of the Product;

- Guidance and assistance with problem diagnosis, analysis and correction.

For Web and phone access, appropriate certified personnel can contact the ALE Level 3 Support, and

Hardware Support service via the Enterprise Partner Portal and/or by calling the Welcome Centre.

Problem diagnosis, analysis, and correction are provided remotely. If remote access (e.g. VPN connectivity

to the equipment) is not available, Level 3 Support will be provided on a best efforts basis. Onsite support

is excluded from Level 3 Support.

2. Operating System Updates and Upgrades

Unlimited access to software updates (dynamic patches & Maintenance releases) with their associated

Documentation / Release Notes.

Unlimited access to release evolutions/upgrades (General Availability “GA”) with their associated

Documentation / Release Notes. GA releases include new features added to the operating system.

The Releases and associated documentation and release notes are available on the Enterprise Business Portal

or any other location indicated by ALE.

The Business Partner is authorized to duplicate such Releases on the Products validly purchased by Business

Partner under the Agreement, and for which the corresponding Service contract has been paid. Installation

and parameterization, sizing and upgrade of the Product using such Releases shall remain the Business

Partner's responsibility. The Business Partner will affix all copyright, proprietary and confidentiality notices

that appear on the original.

If a GA release includes features which require licenses not available in the previous GA release, the Business

Partner must purchase such licenses.

3. Access to the online Technical Resources center

Each Authorized Personnel from the Business Partner will have a unique login and password to the Enterprise

Partner Portal where they can:

- Create Service Requests

- View status of open and closed Service Requests, or RMAs as applicable

- Access Operating System Updates and Upgrades for ALE Products for which they have purchased

Support Services

- Access Documentation for ALE Products for which they have purchased Support Services

- Access Technical Knowledge Center and search articles in the database for technical tips, how to

topics, known issues database



4. Software Support SLA

Service designation

SLA Response Time

SLA Resolution time

EC SUPPORT

Software

BP SUPPORT

Software

EC SUPPORT

Plus

BP SUPPORT

Plus

BP Long Term

Support

Response Critical

(severity 1)

1 hour (Issues

reported by

telephone)

30 min (Issues

reported by

telephone)

ALE shall use all reasonable efforts to

continue to work on the problem until

service is restored and/or a workaround is

provided.

For issues that do not require a defect to be

corrected, ALE's resolution target is 48

Hours.

Response high

(severity 2)

4 business hours

2 business hours

On receipt of a complete problem

description, including the business impact

and log/configuration files, ALE shall use

reasonable efforts to neutralize the problem

or provide a workaround.


corrected ALE's resolution target is 5

Business Days.

Response

medium/low

(severity 3)

Next Business

Day 4 business hours







corrected, ALE’s resolution target is 10

Business Days.

Response

medium/low

(severity 4)

Next Business

Day 4 business hours







corrected, ALE's resolution target is 20

Business Days.

G. SERVICES AVAILABILITY

Table 1: Support Services Availability per Product Family



ALCATEL-LUCENT ENTERPRISE PRODUCT FAMILY Ente

rpri

se

Com

plim

enta

ry

Supp

ort

EC/B

P SU

PPO

RT

Soft

war

e

EC/B

P S

UPP

ORT

Plus

Long

Ter

m

SU

PPO

RT

SMB

Com

plim

enta

ry

Supp

ort

WA

N C

ore

SUPP

ORT

Clea

rPas

s SU

PPO

RT

Bulk

Ren

ewal

OMNISWITCHTM LAN FIXED

Sales category: I,F,G

I: OmniSwitch 2220 Websmart Yes Yes Yes No Yes N/A N/A Yes

F: OmniSwitch™ 6350 Yes Yes Yes No Yes N/A N/A Yes

F: OmniSwitch™ 6250, 6450, Yes Yes Yes No No N/A N/A Yes

F: OmniSwitch™ 6560 Yes Yes Yes Yes No N/A N/A Yes

G: OmniSwitch™ 6855 Yes Yes Yes No No N/A N/A Yes

G: OmniSwitch™ 6465, 6865, 6860, 6860E , 6900 Yes Yes Yes Yes No N/A N/A Yes

OMNISWITCHTM LAN MODULAR

Sales category: C

C: OmniSwitch™ 9900 Yes Yes Yes Yes No N/A N/A Yes

C: OmniSwitch™ 10K, 9x00E Yes Yes Yes No No N/A N/A Yes

OMNIACCESSTM WLAN

Sales category: H, I

H: OmniAccess™ WLAN 4005 4010 4030 4x50 4x04 Yes Yes Yes No No N/A N/A Yes

H: OmniAccess™ WLAN Access Points (AP) , Remote

Access Points (RAP) and Instant Access Points (IAPs) Yes Yes Yes No No N/A N/A Yes

I: OmniAccess™ Stellar WLAN AP1101 Points Yes Yes Yes No Yes N/A N/A Yes

I: OmniAccess™ Stellar WLAN AP12xx Yes Yes Yes No No N/A N/A Yes

OMNIVISTATM

Sales category: A,H

A:OmniVista™ 2500 Network Management Yes* Yes* Yes* Yes No N/A N/A Yes

H: OmnisVista™ 3600 Air Manager Yes* Yes* Yes* No No N/A N/A Yes

WAN ACCESS ROUTERS

Sales category: B

B: OmniAccess™ Enterprice Service Routers(ESR)

5710, 5720, 5725, ESR 5840, 5850/D Yes Yes Yes No No N/A N/A Yes

WAN CORE (IP, MPLS) & 56x0 SAM/CPAM

MANAGEMENT

Sales Category: K

Alcatel-Lucent MPLS 7450,7705,7710,7750

Alcatel-Lucent Service Aware Manager SAM5620

ALU Control Plane Assurance Manager CPAM5620 N/A N/A N/A N/A N/A Yes N/A N/A

POLICY

Sales Category: V

V: Aruba Clearpass N/A N/A N/A N/A N/A N/A Yes N/A

TRANSCIVERS and ACCESSORIES N/A N/A N/A N/A N/A N/A N/A N/A (*)OmniVista Support Services are similar to those for OmniSwitch except the Hardware support specificities (not applicable).



IV. WARRANTY

The warranties described below are applicable to ALE networking products sold worldwide after January 9,

2017 and extends only to the original purchaser of the covered product from an authorized ALE reseller or

from ALE itself.

THE START DATE FOR ALE WARRANTIES IS THE DATE PRODUCTS WERE FIRST SHIPPED FROM AN ALE FACILITY (DATE OF SHIPMENT). A. SOFTWARE WARRANTY

Warranty Summary ALE’s Software Warranty covers for a period of four (4) months from the start

date

(a) the media on which the ALE proprietary Software is furnished will be free

of defects in materials and workmanship under normal use and

(b) the ALE proprietary Software substantially conforms to its technical

specifications as set forth in the relevant Documentation.

Products ALCATEL-LUCENT ENTERPRISE NETWORKS PRODUCTS

Notes Other than the warranties explicitly stated ALE software is provided “as is” and

ALE does not warrant that the software will be error free. Other limitations and

conditions on the Software Warranty may apply. Terms of ALE’s standard

Software Warranty may vary for specific customers and agreements.

Access to TAC is included for remediation of software or hardware defects

discovered during this period. This includes remote diagnostics and access to

software patches, updates or upgrades,

B. HARDWARE WARRANTY

Warranty Summary Hardware Products (“Hardware”) shall be free from material manufacturing

and material defects under conditions of normal use for a period of one (1)

year from the start date.

ALE’s Hardware Warranty applies to all components in the primary unit of the

Product. Hardware add-on products are not included, and may carry a

warranty that is different from that of the primary unit. Returns under the

Hardware Warranty must follow ALE’s standard return procedure which can

be found on ALE Business Partner Portal or can be provided by ALE Welcome

Center on request.

Products ALL ALCATEL-LUCENT ENTERPRISE NETWORKS PRODUCTS

Notes All returned Products must be in the original, or substantially similar,

packaging and container and shall conspicuously bear the Return Delivery Note

obtained from Seller prior to return.

ALE will ship the replacement Product within 10 business days of receipt at an

ALE authorized repair facility. The warranty with respect to such repaired

Products is equal to (i) six (6) months from shipment date or, (ii) the remaining



period from the original warranty of the repaired or replaced Products,

whichever the longer.

Other limitations and conditions on the Hardware Warranty may apply. Terms

of ALE’s standard Hardware Warranty may vary for specific customers and

agreements. Please review your specific hardware warranty for details of your

coverage.

Access to TAC is included for remediation of hardware defects discovered

during this period.

C. HARDWARE LIMITED LIFETIME WARRANTY

Warranty Summary ALE’s Hardware Limited Lifetime Warranty is in addition to the standard hardware

warranty and applies only to specific hardware products (“HLLW Product”).

Replacement product is shipped the next business day from the receipt of the faulty

part.

The HLLW term starts on the start date (see above) and ends:

(i) five calendar years after the End of Sales notification date for the Product

or

(ii) when the initial End User owner relinquishes product ownership, whichever

comes first.

Returns under the HLLW must follow ALE’s specific return procedure.

Products OMNISWITCH™ LAN FIXED

- OS6250, OS6350, OS6450, OS6560, OS6855, OS6860, OS6860E, OS6865,

OS6900, OS2220

OMNISWITCH™ LAN MODULAR

- OS9000E, OS9900, OS10K,

OMNIACCESS™ WLAN

- OmniAccess™ WLAN Access Points (APs), Remote Access Points (RAPs) and

Instant Access Points (IAPs)

- OmniAccess™ WLAN Controllers 4005 4010 4030 4x50 4x04

- OmniAccess™ Stellar WLAN Access Points (APs),

OMNIACCESS TM WAN ACCESS ROUTERS

- Enterprise Service Routers (ESR) 5710, 5720, 5725, 5840, 5850

Notes The HLLW program does NOT include access to a TAC engineer or software

upgrades. The HLLW applies only to the original end-user of the product and

ends immediately if the covered product is resold, transferred, or assigned to

a third party.

OmniAccess power devices and OmniSwitch accessories are not included in the

HLLW.

Other limitations and conditions on the HLLW may apply. Terms of ALE’s

standard HLLW may vary for specific customers and agreements. Please review

your specific HLLW for details of your coverage.



D. TRANSCEIVER WARRANTY

Warranty Summary Transceiver warranty term: Thirty-six (36) Month Warranty

The Warranty offers Return to Factory Next Business Day Hardware Support for

ALE Transceivers

The thirty-six (36) month warranty period starts at product shipment from ALE

logistics platform.

Returns under the Transceivers Warranty must follow ALE’s standard return

procedure which can be found on ALE Business Partner Portal or can be

provided by ALE Welcome Center on request.

Products ALCATEL-LUCENT ENTERPRISE TRANSCEIVERS

Notes This Warranty is offered to both the End Customer or the Business Partner by

ALE. It comes at no additional charge with every transceiver product sold by

ALE.

E. MIDSPAN POWER DEVICES WARRANTY

Warranty Summary Midspan Power Over Ethernet (PoE) Injectors are devices that allow wireless

LAN access points to receive power, along with data, over standard Ethernet

cables.

Warranty term: twelve (12) month warranty

The Warranty offers Return to Factory Next Business Day Hardware Support for

ALE Midspan Power Devices.

The twelve (12) month warranty period starts at product shipment from ALE

logistics platform.

Returns under this Warranty must follow ALE’s standard return procedure

which can be found on ALE Business Partner Portal or can be provided by ALE

Welcome Center on request.

Products ALCATEL-LUCENT ENTERPRISE MIDSPAN POWER DEVICES

Notes This Warranty is offered to both the End Customer or the Business Partner by

ALE. It comes at no additional charge.



V. GENERAL CONDITIONS

A. SUPPORT SERVICES SCOPE

Support Services offer is strictly limited to the services described herein, and does not include any labor

time or extra cost related to the implementation of Software updates or Hardware exchange. Without

limiting the generality of the foregoing, ALE shall be entitled to charge reasonable additional fees for all

services that would be provided by ALE beyond the scope of Support Service. Without prejudice to the

foregoing, it shall be Business Partner’s responsibility to manage and perform at its own risks, costs and

expenses the implementation of the Software Updates and Hardware exchanges at the End -Customers’

sites, taking into account any related constraints, such as interoperability with technical and system

environment, back-ups of data and parameterization.

Support Service is not available for:

- Unauthorized updates, upgrades, alterations, modifications and unlicensed use of Product or

part thereof,

- Any Software release which is not a Product,

- Products which are in try and buy mode,

- Enhancement or specific developments which are not integrated into the generic version of

the Software Product.

B. SERVICE COVERAGE

The Business Partner agrees to have valid support service with ALE for all network equipment installed and

in operation.

• ALE reserves the right to refuse a service if the above condition is not met or if there are doubts that the service request is made on a Product different than the one with valid service support.

The Business Partner agrees to provide a list of product serial numbers to be covered by the service

contract. This applies to the following scenarios:

• For New service contract ordered with Hardware products where the quantity and type of service contract does not match the quantity and type of Hardware product

• For service contract renewals

The Business Partner agrees to supply this list of serial numbers no later than two (2) weeks after the shipment of Products from ALE or the invoicing of support services from ALE.

C. PRICING FOR SUPPORT SERVICES

1. General

• All payments made by Business Partner to ALE for Support Services are non-refundable.

• ALE reserves the right to modify the price of its service offer. Any change will be notified by ALE to

the Business Partner via an eFlash and will be published on the Enterprise Business Portal. In such a

case, Products purchased by the Business Partner before the change occurs will go on being

supported in the same conditions as the valid conditions at the time of the purchase.

2. Price List

• The Business Partner Support for Network Infrastructure is sold with a unique part number for each Product purchased by the Business Partner. The support entitlement is linked to the serial number



of the Product for which the support service is purchased. Such unique model number must be included on the relevant Business Partner Purchase Order to ALE.

• The Business Partner agrees to pay to ALE the service fee of the support option selected, as listed on the ALE Price List. The Business Partner shall be invoiced upfront for the full-service fee including cases where multi-year service options have been selected.

3. Product Category

• Business Partner Support for Network Infrastructure (SUPPORT Software and SUPPORT Plus) are in Product

Category Q, please consult the Price List per unique model number.

• End Customer Support for Network Infrastructure (SUPPORT Software and SUPPORT Plus) are in either

Product Category O or Z, please consult the Price List per unique model number.

• ClearPass support services are in either Product Category U and Y, please consult the Price List per

unique model number.

4. Discounts

Contractual Support Service Discount is calculated with the following components:

▪ A Basic Discount, as described in the Agreement.

▪ A Country Discount, displayed on the Enterprise Business Portal

▪ A Support Service Specialization Discount

Support Service Net Price = Price List x coefficient

Where:

Coefficient = [(1 –% Basic Discount - % Country Discount)) x (1 - % Specialization Discount)]

Coefficient is rounded at 0,5%

Discount = (1- Coefficient)

• Specialization discount are as follows:

Product Category Specialization Discount

Q 25%

O 0%

Z 0%

U 61%

Y 12.75%

• For Category Q, Specialization Discount is granted to Business Partners who are specialist in one of

the following products: LAN or WLAN.

• For Category U and Y, Specialization Discount is granted to Business Partners who are ClearPass

specialists

D. SERVICE TERMS

ALE will provide the Support Services purchased, for the duration purchased

• Service starts following the invoice date, unless otherwise expressly specified in any contractual document for Products having a limited time of right of use starting from the time of its online generation.



• Termination of a service contract is extended to the end of month, without additional charge. For example, a contract starting on March, 14th 2017 for 1 year subscription will be terminated on March, 31st 2018

• Business Partners are notified about the contract status on a regular basis when close to contract expiry date. Notifications contain the Contract ID, Product ID via Serial numbers, and End Customer information. The notification will also inform Business Partners on the renewal purchase options.

The notification is scheduled as follows:

- T1-90 days: personalized email notification and associated quotation proposals

- T1-60 days: 2nd email notification, same content for previous one

- T1-30 days: ALE agents calling Business Partner for proposing the best renewal conditions

- T1: Service support is terminated, no active support contract.

• After the initial service entitlement period, service contracts can be renewed.

• In case the Business Partner does not renew Support Service contract, the Products for which no renewal has been ordered, will no longer be supported by ALE (Except HLLW when applicable). In such case:

(i) For Technical Support, upon request of the Business Partner, and subject to resources and means

availability, ALE will make a proposal to renew the Support Service contract for additional year(s).

By exception, for Products having a limited time of right of use starting from the time of its online

generation, it shall be the responsibility of the Business Partner to order a new Product with the Support

included at the end of the term of the license.

E. RENEWAL CONDITIONS

Renew part numbers for Business Partner or End-customer Support Services are available on the Price List.

• The renewal can be done whenever the entitlement is active. The minimum renewal length for Partner Support is one (1) year and can be extended to maximum three (3) years starting from the end date of previous contract. The renewal length for End-Customer support is one (1) year.

• The contract restart/renew can be done if the support service is inactive after ending date of the previous contract In such case, a backdating mode is applied for calculating the new service start date The start date of the new contract is the day after the ending date of the previous contract.

• If the service has been interrupted for more than one (1) month, the Business Partner will have to provide an inventory of the installation of the given End Customer. The quotation will be done according to this inventory including all Products of each Product family or according to the original Purchase Order, including all Products of this sales order. To preserve its interest, ALE reserves the



right to refuse a contract restart on few number of serial numbers or if there are doubts that the renewal request is made on Products already defective.

• For Products announced End of Sales, ALE will only provide support service renewals for lengths which end less than or equal to the last date of support as noted in the above referenced policy.

• The minimum Net Price of support Services ordered within one Purchase Order is 150 Euros/150 USD.

• Business Partner shall provide the list of serial numbers of products for which a renewal support is purchased

at the time the purchase order(PO) is placed.

• Business Partner should not be on credit hold by ALE.

Examples of a Renewal request:

1. Timeline of a renewal request before end of contract for 2 years subscription

2. Timeline of a renewal request within one (1) months after the ending of the previous contract

for 2 years subscription

3. Renewals on Products nearing the end of their life cycle

• Business Partners can purchase support renewals listed on the Price List 1 year prior to the announced end

of life for a given product. Renewals are available only in one (1) year increments.

Product Lifecycle and Support Services

Current Active Contract

One (1) Month

grace period

for Renewals

T0+1M

New Active service support for 2Y

T0 T0 + 2Y

2019201820172016



F. SUPPORT SERVICES BULK RENEWAL

Network Support Services Bulk Renewal allows groups of yearly or multi-year support contracts to be

renewed at the same time by a Business Partner. These bulk renewals are undertaken for the entire installed

base of eligible ALE network equipment, within the Product lifecycle.

The service enables Business Partners and End customers to reduce administrative efforts and costs related

to managing multiple solutions contracts.

For more details on service offer and pricing, please refer to “Detailed Service Description” document on

the Enterprise Partner Portal.

G. TRANSFER AND CONTRACT TAKE-OVER

A Support Service contract is unique to a given serial number of a Product and cannot be transferred in

whole or in part, either definitively or temporarily, to any other serial number without ALE prior written

consent.

However, a take-over may occur when a Business Partner (New) takes over responsibility for support from

another Business Partner (Original) The New Business Partner must buy the remaining period of the contract

with a minimum of a full-year service. No back-dating applies in this case. The Original Business Partner still

has access to service but no licenses upgrades nor add-ons are possible (locked contract).

When a Business Partner performs a take-over on a network Product covered by an active network Support

Service contract, he will have to take over the full solution (Network product and applications Software).

No partial take-overs are possible. Business Partner has to provide an inventory of the whole installation

Contract take-over process

During the locked period, the Service may be delivered to both Business Partners

Contract with new BP

Locked contract (no contract mods - no system up-sales)

Full-year contract for NEW Business Partner



Take-over requests

Business Partners are kindly requested to submit take-over request to their ALE sales representative for

approval. Once the approval is obtained, the eService Request has to be copied to ALE sales representative.

ALE reserves the right to reject take-over requests should potential channel conflicts occur.

H. DEAD ON ARRIVAL (DOA)

Products received by Business Partners which are “Dead On Arrival” are defined as Parts that fail to function

substantially in accordance with published specifications due to defects in manufacturing or materials.

The DOA Service is limited to ninety (90) calendar days from the Product initial shipment date from ALE’s

premises.

Under DOA Service, ALE provides the replacement of faulty part by a brand new one, within one (1) Business

Day (excluding transport) from the time of registration of the order by ALE.

Faulty part(s) or faulty Products which have been replaced through DOA must be returned by the Business

Partner to Local Entry Point within twenty-five (25) Business Days following the shipment of the replacement

part from ALE to Business Partner, otherwise the Business Partner will be invoiced the Non Returned Item

price available on his current Hardware Support Price List Catalog.

DOA Service applies only to serialized products. (Products which are identified by a unique serial number)

I. LONG TERM SUPORT SERVICES CONDITIONS

Long Term Support Lifecycle

End of Sale for Long Term support is at least 3 months prior to the EOS of the Product.

Orders for Long Term Support must be received before that date.

Quotation Process

The long-term support SKUs for the eligible Product families are available for purchasing.

If you would like to order long-term support please contact your ALE representative and request a quote.

ALE will respond with a proposal in case Long-term support can be provided. The proposal will include the price as well as invoicing and payment options.



J. END CUSTOMER SUPPORT SERVICES CONDITIONS

1. Pricing and Invoicing Rules for End-Customer Support

The End-Customer Support for Network Infrastructure is sold with a unique model number for each single product purchased by the Business Partner. The support entitlement will be linked to the serial number of the product for which the support service is purchased

The Business Partner agrees to pay to ALE the service fee of the support option as listed on the Price List, minus the applicable Discount, for each Product for which the End-Customer Support is requested. The Business Partner shall be invoiced upfront for the full-service fee including cases where multi-year service options have been selected

2. Ordering Rules

The End-Customer Support for Network Infrastructure may be ordered for as many or as few eligible Products within the End-Customer network.

If all Products from a particular product line are not going to be covered, the Business Partner will need to declare the specific units, by serial number, which will be covered by support.

3. Required Information for End-Customer Support

In order for ALE to properly support End-Customers it is critical to have all the appropriate information populated in our entitlement system. The Business Partner must provide ALE with specific information prior to ALE accepting service requests from the Partner’s End Customer. Information which needs to be provided by Business Partners so that the End-Customer can obtain the login/password in order to access to Online Support Portal and open service requests:

• End-Customer company name

• End-Customer postal address(es), including country

• End-Customer delivery address(es) if different than postal address, including country

• List of End-Customer personnel (“Authorized Personnel”) who can open service. The Authorized Personnel

should:

- minimally be IT personnel familiar with Wi-Fi, LAN switching, routing, and network management technologies

- Have familiarity with ALE Networking Infrastructure Products

- Good skills with the English language, both written and verbal

If the Business Partner is delayed in providing the required information referenced above, ALE shall delay the start of entitlement for a maximum of two weeks from the date of the Business Partner order or the date which the Business Partner provides the required information, whichever is shorter. However, the End-Customer shall not be granted service until the Business Partner provides the required information.

ALE understands there may be compelling reasons for the delay in providing the required information. One a case-by-case basis, ALE shall consider moving the start date to a later date. One should submit a service request with detailed reasoning explaining the need to move the start date. ALE shall provide an official response via the service request as to its acceptance or denial of such request.

K. PRODUCT LIFECYCLE AND SUPPORT SERVICES AVAILABILITY

The following diagram shows the type of support services available for purchase in relation to the Product Lifecycle.



L. EXCLUSIONS FOR ALE WARRANTIES AND SUPPORT SERVICES RESTRICTIONS

ALE will NOT provide Hardware Warranty in the following cases:

The returned item is not part of the ALE Product catalogues;

The returned item has been declared “end of sales” by ALE for more than five (5) years;

The part identification label has been removed;

ALE warranties exclude malfunctions not related to a hardware problem or arising out of:

(i) normal wear and tear not due to a Product defect in design or workmanship;

(ii) the consequences of improper or negligent installation, use, repair, maintenance, modification, storage or handling;

(iii) repair or modification by the Business Partner or a third party without ALE’s prior written authorization;

(iv) use or installation in connection with other products which do not fit the specifications of Products or have been approved by ALE;

(v) use or installation in a manner which do not comply with the technical specifications of Products;

(vi) accident, exposure to fire, lightning, storm, water;

(vi) excessive moisture or dampness or extreme changes in climate or temperature, beyond what is authorized by the Product’s specifications;

(viii) signal reception problems (unless caused by a defect in material(s) or workmanship of the Product);

ix) software licensed under Free Licenses (i.e.: open source software or free software governed by their own license terms, such as but not limited to the General Public License), or otherwise any software or applications licensed as a service within the Cloud Offers.

What limitations apply to ALE warranties?

Other than the warranties expressly stated in your applicable warranty, all ALE products are provided on an

“as is” basis, and no other warranties (express or implied) apply. All warranty conditions, found in your

applicable warranty, must be satisfied for ALE’s express warranty to be honored. See your applicable

warranty for further details of the applicable warranties, conditions, and limitations.

What remedies are available under ALE warranties?

The exclusive remedy and ALE’s entire liability under ALE’S warranties will be (1) with respect to Hardware,

at ALE’s discretion, its repair or replacement with a functionally equivalent Product and (2) with respect to

Software, using reasonable efforts from notification by you of the non-conformance with our published



specifications: (i) to correct such Software, or provide a software maintenance release, patch or workaround

to correct the nonconformance.



APPENDICES

APPENDIX 1: ORDERING SUPPORT SERVICES

Support services can be ordered together with the Product or in a separate PO.

The partner can use eBuy, or open a service request (SR) to place the support services order.

When opening eSR to obtain support, please provide the following information:

SR type Sales order entry

Product category Contract

Service type Network Support Contract

Summary

Should contain the Purchase Order and/or first sales order. Join the

serial number list (in .xls file)/ inventory through OmniVista if the

request concerns a « Service Ordering problem” and end customer

information

APPENDIX 2: ONLINE SUPPORT TOOLS

Limitless access to our Technical Support through service requests

For Severity 1 and Severity 2 cases, please contact the ALE Welcome Center by telephone only. The call

will be routed immediately to an ALE Technical Assistance Center engineer.

For Severity 3 and Severity 4 cases, the Business Partner can contact the ALE Welcome Center by

telephone and e-mail or make an eService Request online on the Enterprise Business Portal.

Service request status tracking online

Easily track progress or update Service Requests with notes and attachments thanks to the online ALE

eService Request application. On https://businessportal2.alcatel-lucent.com/, Customer Support

section, eService Request

OTHER ONLINE SUPPORT TOOLS

Proactive release and news updates

Business Partner Support Insight Newsletter informs Business Partners about the latest ALE Technical

Support information (Technical e-flashes, new releases, new documentation…).

https://businessportal2.alcatel-lucent.com/ Change preferences, section: Register for our Newsletters

Limitless Software downloads

Access the latest operating system Maintenance and GA releases online at:

https://businessportal2.alcatel-lucent.com/under Customer Support/Technical Support/Software

Download

Access to the incidents intelligence base

Access the online incidents knowledgebase, browse by category and leverage the advice provided by our

experts to similar incidents. At https://businessportal2.alcatel-lucent.com/ under Customer Support/

Technical Support/ Technical Documentation Library

Personalized Technical Documentation Library

https://businessportal.alcatel-lucent.com/






The Technical Documentation Library is a repository of technical documentation for ALE solution. Feature

lists, user manuals, maintenance guides, standard offer documents, technical bulletins, release notes,

troubleshooting guides – all are available to help Business Partners find information. Search, browse,

download and personalize the base by creating areas of interest, subscribing to notifications of interest,

or customizing the technical library.

Access to the Technical Knowledge Center

The Technical Knowledge Center provides technical information on commonly asked support questions,

plus a helpful series of articles that are easily searchable by keyword or by topic.

Follow Technical Support updates on the social media

Get instant updates on new Software releases, new technical communications, ALE Application Partner

Program (AAPP) Interworking reports and newsletter via: Twitter: twitter.com/ALUEnterpriseCare and

Facebook: facebook.com/ALECustomerCare

Community Access

Get instant access to ALE community at: https://www.spacewalkers.com/ where partner can participate in

discussion groups, get access to the information shared on forums, and blogs.

APPENDIX 3: CONTACT INFORMATION

For any question regarding Support Services, Welcome Center and Service Request, Business Partner

shall contact the Support Services team :

• : [email protected]

• in English + 1 650 385 2193 (24h, 7 days a week)

• in German + 1 650 385 2197 (7:00 am till 7:00pm CET)

• in French + 1 650 385 2196 (7:00 am till 7:00pm CET)

• in Spanish + 1 650 385 2198 (7:00 am till 7:00pm CET)

• Toll free + 800 002 001 00 (coverage below)

• Fax: +33(0)3 69 20 85 85

The toll free numbers is available for several countries in four languages:

• In English for United Kingdom, Italy, Australia, Denmark, Ireland, Netherlands, South Africa,

Norway, Poland, Sweden, Czech Republic, Estonia, Finland, Greece, Slovakia, Portugal

• In French for France, Belgium, Luxemburg

• In German for Germany, Austria, Switzerland

• In Spanish for Spain

Our corporate websites also contain detailed information about Software support:

• https://businessportal2.alcatel-lucent.com

• https://www.al-enterprise.com

- - - END OF DOCUMENT - - -

http://twitter.com/ALUEnterpriseCa

http://www.facebook.com/ALECustomerCare

https://www.spacewalkers.com/

mailto:[email protected]

https://businessportal2.alcatel-lucent.com/

https://www.al-enterprise.com/

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