In order to provide you with the best quality of service we have defined what each of our support contracts provides. This is stated in terms of the products and technologies supported and any specific limitations are stated for each contract. You should read this information in conjunction with the RM Networks Product Support Lifecycle Policy .
This is the most basic service available for your Community Connect network. It enables you to keep your network up to date with the most recent software updates and Service Releases and you are also able to search for information on our Knowledge Library. However, with this service, you are not able to log a support issue via telephone email or via Support Online.
Access to Support
Online Knowledge Library.
Software downloads and Service Releases.
Network Size Limitations
No network size limitations
Restrictions
Support is limited to that contained within the Knowledge Library.
RM will provide support in the form of troubleshooting advice and diagnostic guidance for the latest version of Community Connect 3 or 4(as listed on the RM Networks Product Support Lifecycle Policy) on your first server (Forest Root) and any RM hardware used on the network. Additional servers will require the appropriate additional contract
Support includes the diagnosis of network infrastructure in order to rule out Community Connect software issues. For issues related to the network infrastructure, either wired or wireless, customers should refer to their infrastructure support partner
Support for 3rd party hardware or software products integrated to the Community Connect network or purchased from RM, including the underlying Microsoft operating systems will be provided on a reasonable endeavours basis*.
Support for products and technologies not purchased from RM are limited to general guidance with reference to the RM Knowledge Library or other 3rd party resources.
Access to Support
Online Knowledge Library
Software downloads and Service Releases
Support Online
Telephone hotline between 8 am and 6 pm, Monday to Friday excluding public holidays
Network Size Limitations
This contract supports up to 8 servers with the appropriate number of Additional and other server contracts in place. If you have more than 8 servers then you must purchase the Enhanced Support Contract in addition to this contract. Due to the likely complexity of your network we would advise you to consider Enhance Support if you have more than 5 servers
Restrictions
This support contract does not provide support for any products or technologies that have a separate listed contract available from RM or any bespoke installations delivered by RM. This includes those technologies that are documented as requiring an Enhanced contract.
Where RM provides a 3rd party product offering with accompanying support, no support will be offered for other products providing the same function. For example, RM Virus Protect is the only anti virus product fully supported by RM for Community Connect.
Instruction on the use of applications is excluded from this contract. Support for the installation of applications is restricted to advice on using the RM tools provided as part of Community Connect (including RM Application Wizard, Virtual CD version 7, Package Blueprint, and Curriculum Choice).
Support for new products and/or services may require additional contracts at RM's discretion
RM will provide support in the form of troubleshooting advice and diagnostic guidance for the latest version of Community Connect 3 or 4(as listed on the RM Networks Product Support Lifecycle Policy) on your first server (Forest Root) and any RM hardware used on the network. Additional servers will require the appropriate additional contract Additionally, this contract entitles customers to remote diagnostic assistance on all of their support calls as appropriate. This will involve RM engineers using our remote control technology to diagnose your issues and present you with potential solutions for you to implement as you are able. Where the problem presented to RM is a known issue, we may deliver to you a knowledge article outlining the solution or work around.
Support includes the diagnosis of network infrastructure in order to rule out Community Connect software issues. For issues related to the network infrastructure, either wired or wireless, customers should refer to their infrastructure support partner
Support for 3rd party hardware or software products integrated to the Community Connect network or purchased from RM, including the underlying Microsoft operating systems will be provided on a reasonable endeavours basis*.
Support for products and technologies not purchased from RM are limited to general guidance with reference to the RM Knowledge Library or other 3rd party resources.
Access to Support
Online Knowledge Library
Software downloads and Service Releases
Support Online
Telephone hotline between 8 am and 6 pm, Monday to Friday excluding public holidays
Remote Diagnosis: RM may make use of remote diagnostics tools to assist you with resolving your issue. These tools are only employed after other methods have been exhausted and are used solely at RM's discretion
Network Size Limitations
This contracts supports up to 8 servers with the appropriate number of Additional and other server contracts in place. If you have more than 8 servers then you must purchase the Enhanced Support Contract in addition to this contract. Due to the likely complexity of your network we would advise you to consider Enhance Support if you have more than 5 servers
Restrictions
This support contract does not provide support for any products or technologies that have a separate listed contract available from RM or any bespoke installations delivered by RM. This includes those technologies that are documented as requiring an Enhanced contract.
Where RM provides a 3rd party product offering with accompanying support, no support will be offered for other products providing the same function. For example, RM Virus Protect is the only anti virus product fully supported by RM for Community Connect.
Instruction on the use of applications is excluded from this contract. Support for the installation of applications is restricted to advice on using the RM tools provided as part of Community Connect (including RM Application Wizard, Virtual CD version 7, Package Blueprint, and Curriculum Choice).
Support for new products and/or services may require additional contracts at RM's discretion
This diagnostic service does not include RM undertaking any network management activities on behalf of the customer, e.g. user creation
RM will not undertake diagnostic activities where the risk of failure over a remote connection is deemed too high and could result in significant down time for the customers and/ or is likely to prevent RM reconnecting to the customer's network.
This is an additional service for Primary and Secondary Support contract holders. It entitles those customers to remote diagnostic assistance on all of their support calls as appropriate. The scope of support is the same as that provided by the parent Entry or Network Support contract. This will involve RM engineers using our remote control technology to diagnose your issues and present you with potential solutions for you to implement as you are able. Where the problem presented to RM is a known issue, we may deliver to you a knowledge article outlining the solution or workaround.
Access to Support
In addition to Entry and Network Support access methods, customers will also receive remote diagnostics on all calls where remote access could expedite call closure with reference to the terms and conditions
Network Size Limitations
As per the parent contract
Restrictions
This diagnostic service does not include RM undertaking any network management activities on behalf of the customer, e.g. user creation
RM will not undertake diagnostic activities where the risk of failure over a remote connection is deemed too high and could result in significant down time for the customers and/ or is likely to prevent RM reconnecting to the customer's network.
RM will provide support in the form of troubleshooting advice and diagnostic guidance for the latest version of Community Connect 3 or 4(as listed on the RM Networks Product Support Lifecycle Policy) on your first server (Forest Root) and any RM hardware used on the network. Additional servers will require the appropriate additional contract. Additionally, this contract entitles customers to remote diagnostic assistance on all of their support calls as appropriate. This does not include RM undertaking any network management tasks on behalf of the customer.
Support includes the diagnosis of network infrastructure in order to rule out Community Connect 3 software issues. For issues related to the network infrastructure, either wired or wireless, customers should refer to their infrastructure support partner.
Support for 3rd party hardware or software products integrated to the Community Connect 3 network or purchased from RM, including the underlying Microsoft operating systems will be provided on a reasonable endeavours basis*.
Support for products and technologies not purchased from RM are limited to general guidance with reference to the RM Knowledge Library or other 3rd party resources.
Online Knowledge Library
Software downloads and Service Releases
Support Online
Telephone hotline between 8 am and 6 pm, Monday to Friday excluding public holidays
Remote Diagnosis: RM may make use of remote diagnostics tools to assist you with resolving your issue. These tools are only employed after other methods have been exhausted and are used solely at RM's discretion
Network Size Limitations
This contract supports up to 8 Domain Controllers with the appropriate number of Additional Server Contracts. If you have more than 8 Domain Controllers then you must purchase the Enhanced Support Contract. Due to the likely complexity of your network we would also advise you to consider the Enhanced contract if you have more than 5 Domain Controllers.
Restrictions
The Network Support Contract does not provide support for any products that have a separate listed contract available from RM or any bespoke installations delivered by RM. This includes those technologies that are documented as requiring an Enhanced contract, e.g. multi site networks.
Where RM offers a 3rd party product offering with accompanying support, no support will be offered for other products providing the same function. For example, RM Virus Protect is the only anti virus product fully supported by RM for Community Connect 3.
Instruction on the use of applications is excluded from this contract. Support for the installation of applications is restricted to advice and guidance on using the RM tools provided as part of Community Connect 3 (including RM Application Wizard, Virtual CD version 7, Package Blueprint, and Curriculum Choice).
Support for new products and/or Services may require additional contracts at RM's discretion
This service is required where RM provides support in the form of troubleshooting advice and diagnostic guidance for advanced RM commissioned network products, solutions and bespoke RM installations and configurations. These include (though are not limited to):
Multi-site commissioning
Non-RM MIS Servers
Vanilla Microsoft OS Servers
Vanilla Microsoft Exchange installations (except the RM Community Connect 3 standard installation)
Advanced Security Solutions
Network storage systems
Networks with greater than 8 domain controllers
Access to Support
Online Knowledge Library
Software downloads and Service Releases
Support Online
Telephone hotline between 8 am and 6 pm, Monday to Friday excluding public holidays
Service Contract Management is included in this contract: please see the Service Contract Management contract for details of this service
One Onsite day per year
Remote Diagnosis: RM may make use of remote diagnostics tools to assist you with resolving your issue. These tools are only employed after other methods have been exhausted and are used solely at RM's discretion
Network Size Limitations
There are no size limits with this contract (where the appropriate number of Additional Server and Member Server Contracts have been purchased).
Restrictions
This service can be purchased as an additional contract only for those customers that hold a valid Primary or Secondary Support Contract.
Instruction on the use of applications is excluded from this contract. Support for the installation of applications is restricted to advice on using the RM tools provided as part of Community Connect.
Support for new products and/or services may require additional contracts at RM's discretion
This contract does not provide support for non-Microsoft operating systems
This contract provides you with a dedicated Service Manager who will act as a single point of contact for escalation of high-priority service requests and will pro-actively assist you with providing a high level of service to your users.
Access to Support
Access to a dedicated Service Manager via telephone or email
Network Size Limitations
Not relevant
Restrictions
This service can be purchased as an additional contract only for those customers that hold a valid Network Support Contract
Escalations via your dedicated Service Manager can only be dealt with once a support call has already been logged via the normal telephone or email routes.
This contract supports additional Community Connect domain controllers that have been commissioned by RM. Each additional domain controller must be accompanied by a contract of this type.
Access to Support
Online Knowledge Library
Software downloads and Service Releases
Support Online
Telephone hotline between 8 am and 6 pm, Monday to Friday excluding public holidays
Remote Diagnosis: RM may make use of remote diagnostics tools to assist you with resolving your issue. These tools are only employed after other methods have been exhausted and are used solely at RM's discretion
Network Size Limitations
You require an Additional Server Contract for each additional domain controller on your network. The Primary and Secondary Support contract only cover the first Community Connect 3 domain controller on your network
Restrictions
This service can be purchased as an additional contract only for those customers that hold a valid Network Support Contract.
Instruction on the use of applications is excluded from this contract. Support for the installation of applications is restricted to advice on using the RM tools provided as part of Community Connect.
Support for new products and/or services may require additional contracts at RM's discretion
This contract does not provide support for non-Microsoft operating systems
This contract supports additional Community Connect Member servers that have been commissioned by RM. Where you have a non-RM commissioned server with an up to date operating system, RM can support this server with the appropriate licensing and contracts in place.
Access to Support
Online Knowledge Library
Software downloads and Service Releases
Support Online
Telephone hotline between 8 am and 6 pm, Monday to Friday excluding public holidays
Remote Diagnosis: RM may make use of remote diagnostics tools to assist you with resolving your issue. These tools are only employed after other methods have been exhausted and are used solely at RM's discretion
Network Size Limitations
There is no limit on the number of Community Connect member servers that can be supported with the requisite number of contracts
Restrictions
This service can only be purchased as an additional contract for those customers that hold a valid Primary or Secondary Support Contract. This contract cannot be purchased separately.
This contract supports the Exterity TV-over-IP solution available from RM for your Community Connect network. As well as troubleshooting advice we are able to provide any required software updates.
Access to Support
Online Knowledge Library
Software downloads and Service Releases
Support Online
Telephone hotline between 8 am and 6 pm, Monday to Friday excluding public holidays
Remote Diagnosis: RM may make use of remote diagnostics tools to assist you with resolving your issue. These tools are only employed after other methods have been exhausted and are used solely at RM's discretion
Network Size Limitations
A contract is required to cover each TV Gateway and AV Server.
RM will provide support in the form of troubleshooting advice and diagnostic guidance for the latest version of Community Connect 3 or 4(as listed on the RM Networks Product Support Lifecycle Policy) and any RM hardware used on the network.
Support will be provided for the following:
Call handling between RM and our SAN provider in event of a call being required, e.g. to resolve a hardware failure
Advice on configuration and management of the SAN unit, including backup strategies
Assistance with disaster recovery , providing an industry standard backup solution has been implemented
Advice on any required software updates, which are available to registered users of EMC products. Software updates should not be implemented without seeking advice from RM
Support includes the diagnosis of network infrastructure in order to rule out Community Connect software issues. For issues related to the network infrastructure, either wired or wireless, customers should refer to their infrastructure support partner. Reasonable endeavours support is available for the connection between the SAN unit and the switch that links it to the rest of the network infrastructure.
Support for 3rd party hardware or software products integrated to the Community Connect 3 network or purchased from RM, including the underlying Microsoft operating systems will be provided on a reasonable endeavours basis*.
Support for products and technologies not purchased from RM are limited to general guidance with reference to the RM Knowledge Library or other 3rd party resources.
Online Knowledge Library
Software downloads and Service Releases
Support Online
Telephone hotline between 8 am and 6 pm, Monday to Friday excluding public holidays
Remote Diagnosis: RM may make use of remote diagnostics tools to assist you with resolving your issue. These tools are only employed after other methods have been exhausted and are used solely at RM's discretion
Network Size Limitations
This contract supports up to number of SAN hosts specified in the contract extended description.
Restrictions
The Network Support Contract does not provide support for any products that have a separate listed contract available from RM or any bespoke installations delivered by RM. This includes those technologies that are documented as requiring an Enhanced contract, e.g. multi site networks.
Where RM offers a 3rd party product offering with accompanying support, no support will be offered for other products providing the same function. For example, RM Virus Protect is the only anti virus product fully supported by RM for Community Connect.
Support for new products and/or Services may require additional contracts at RM's discretion
This contract does not provide for any onsite time, which is available as a separate chargeable service
* Where reasonable endeavours is defined as investigation on a case by case basis, weighing up the contractual commitment against all relevant practical, commercial and financial considerations, such as the costs associated with taking the required action, any practical disadvantages, and the likelihood of achieving the required outcome.
