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DIGITAL Server Cluster Kits for Windows NT Configuration Guide
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Internal Web Link: http://www-amcs.shr.dec.com/mkt/Svc_bronze.html
External Web Link: http://www.digital.com/services/mcs/mcs_sntbronze.htm
• Bronze Software Support for Microsoft Windows NT
Bronze Software Support for Microsoft Windows NT makes a positive impact on your customer's
business operations and systems investments by maximizing your customer's overall software
performance and availability. Its features include:
− Toll-free telephone advisory and remedial support from the Customer Support Center during
normal business hours
− Problem identification and resolution, usage advice on proper software execution, information on
the interpretation of software product technical documentation, and answers to specific questions
about initial installation and deployment of software
− Electronic Access to symptom/solution databases through the Internet or electronic access tools
− Multivendor Support for a full range of products.
• Silver Support for Windows NT
If your customers' client/server environment is complex, has an active and demanding user base, or is
consistently being asked to enhance its performance and availability, Silver Support for Windows NT
is designed specifically for them.
The service goes beyond our basic software support to provide faster access to enhanced support,
delivered by experts on the Silver Team and managed by an assigned technical support specialist
familiar with your customer's operations. Your customer receives proactive support, including
information about newly released patches as soon as it becomes available from the product vendor. It
all adds up to enhanced support for today's demanding environments.
Silver Support for Windows NT starts with all the features and benefits of our Bronze Software
Support, but takes support capabilities farther with:
− A Technical Account Manager assigned to serve as your customer's single point of contact for
critical problems, monitor your customer's service request activity, make sure problems are
resolved to your customer's satisfaction, and work closely with your customers in support of their
business goals.
− Access to a Dedicated Silver Support Team during normal business hours, when your customers
need it the most
− One-hour callbacks during business hours
− 24x7 coverage from product specialists at the Customer Support Center
− Proactive software support, including information on newly released patches and updates.
− Multivendor support that covers the full range of products on the Supported Products List
− Quarterly site reviews scheduled by your customer's Technical Account Manager to review
significant patterns in service requests or technical problems
− System Healthcheck to identify performance or security issues.
For more information on Silver Support for Windows NT, go to:
Internal Web Link: http://www-amcs.shr.dec.com/mkt/Svc_silver.html
External Web Link: http://www.digital.com/services/mcs/mcs_sntsilver.htm
• Gold Support for Windows NT