DeepProbe Systems

Annual Support and Maintenance Agreements

IP Fabrics offers an on-going support and maintenance programs that includes usage Q&A along with periodic fixes, minor enhancements, and extended hardware warranty for our our DeepProbe systems. These programs are offered on an annual basis, with the initial systems purchase including the first year of support.

The table below summarizes the program.

 

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 enhancements 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.

 

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.

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.