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DeepSweep Systems

Annual Support and Maintenance Agreements

IP Fabrics offers two support and maintenance programs (Gold and Silver) that include usage Q&A along with periodic fixes and minor ehnahcements to our DeepSweep systems. These programs are offered on an annual basis, with the initial systems purchase including the first year of Silver support.

The table below summarizes the Gold and Silver programs.

 

Feature
 Gold Silver
Hours of Operation

7 AM - 7 PM PST

7 days/week

8 AM - 6 PM PST

Mon - Fri

Initial Response Time
2 hours
4 hours
Phone Support
yes
yes
Email Support
yes
yes
Product Fixes
yes
yes
Extended Hardware Warranty
Priority hardware FRU replacement shipped on request
no
Consulting/Training
8 hours/year
no

 

DeepSweep Gold and Silver Annual Suppot and Maintenance Agreements are offered at a fixed price for each DeepSweep system. Please contact IP Fabrics’ sales for pricing and further information.

Legacy PPL Product Licensing, Support, and Training

Subscriptions and Royalties

PPL products are licensed on a yearly subscription basis. A PPL Product Subscription entitles the customer to full use of the PPL product as well as Standard Support and Maintenance. The rights to use and receive Standard Support and Maintenance continue as long as the PPL Product Subscription is active. Only once a customer’s product begins shipping to end-users does a per-NPU royalty apply. Once the customer’s product stops shipping, support and maintenance can be continued (e.g., for field support) simply by keeping the PPL Product Subscription active.

PPL Product subscriptions are valid for a commonly-located development team working on a specific product family.

PPL Subscription and Royalty pricing is based on NPU model. PPL Subscriptions are available in annual and quarterly installments. Please contact IP Fabrics’ sales for further information.

Support

IP Fabrics offers three different support levels, Basic Support, Standard Support, and Gold Support.

  • Basic Support is only available with Advance R&D Subscription and includes:
    • Email-based support
    • 1-day response time
    • Fixes and updates on a ‘can-do’ basis
  • Standard Support is included in all PPL Product Subscriptions and includes:
    • Email-based support with 4-hour response time
    • Phone-based support with 24-hour call-back
    • Real-time availability between 8 am and 6 pm Pacific time
    • Regular updates
  • Gold Support provides enhanced support above and beyond Standard support. Gold Support is only available for PPL Product Subscriptions and is priced based on the aggregate subscription price. Gold Support includes:
    • Email-based support with 1-hour response time
    • Phone-based support with 1-hour response time
    • 50 hours per week of real-time support with a designated contact during mutually-agreed-to time periods
    • Regular updates
    • Interim updates for critical/blocking problem

Product Training

On-site training is offered including one day of interactive classroom-style instruction and one day of lab-style hands-on instruction. Pricing is based on number of attendees and location.

Learn more about IP Fabrics products and technology by visiting the Resource Center or Contact Us to have an IP Fabrics sales representative provide you further information.