Hardware Support

Hardware Warranty
Return-To-Factory Warranty (RTF)
Hardware Maintenance Reinstatement
Hardware Installation Service (FIC)
Full Service Hardware Maintenance

Concurrent Standard Service (CSS)
Basic Monthly Service (BMS)
Remote Service Areas
Maintenance Discounts
Billing Periods

Return-To-Factory Maintenance Service
Out-of-Production Platform Pricing Uplift
Per-Call Maintenance Service
Resident Service
Multi-Vendor Equipment Maintenance
Spares Exchange Service
Life Cycle Support

Software Support

Software Warranty
Standard Software Service (SSS)
Consulting Services
Software Installation

System Upgrades

HARDWARE SUPPORT

Hardware Warranty

All Concurrent Power Hawk, PowerMAXION, Night Hawk, TurboHawk, Series 3200 and legacy real-time computer systems and their standard system options include a ninety (90) day Return-To-Factory (RTF) warranty. Return-To-Factory warranty is governed by specific terms and conditions.

Return-To-Factory Warranty (RTF)

Return-To-Factory warranty is specifically designed for users who are technically competent to perform fault isolation and hardware removal/replacement procedures, who have applicable Concurrent diagnostics, and have a complement of spare parts and/or can accept a 30 to 45 workday repair/return cycle. RTF warranty excludes all costs of shipping, customs clearance, and related charges outside the United States. For international shipments, Concurrent will provide shipping to the customer's freight forwarder or other designated contact within the United States. RTF warranty begins upon shipment from Concurrent, and is governed by the procedures and terms and conditions listed below.

• To place a request for RTF warranty repair, contact the Concurrent Customer Service Center at 800-245-6453 and request RTF warranty repair service. A customer support representative will validate the warranty using the serial number of your system and will issue a return material authorization (RMA) number.
  
  
• Any Field-Replaceable Unit (FRU), defined as the lowest assembly level that qualifies as user-replaceable, is eligible for return to the Concurrent repair center. The FRU will be repaired or exchanged at Concurrent's option.
  
  
• Repaired or exchanged assemblies will be updated to the latest revision. Assemblies provided in an exchange may be equipment that has been refurbished to new equipment specifications.
  
  
• Repaired or exchanged assemblies are covered by a 30-day warranty from date of shipment or the completion of the original purchase warranty, whichever is greater.
  
  
• Any returned assembly that is damaged due to mishandling, unauthorized repair, burnt etches or missing components, as determined by Concurrent, will not be eligible for repair or replacement.
  
  
• The customer pays inbound shipping, and assumes all risk of loss or damage in transit to Concurrent. Outbound shipping is paid by Concurrent. For international shipments, Concurrent will provide shipping to the Customer's freight forwarder or other designated contact within the United States.
  
  
• The turnaround time for repair or replacement is 30 to 45 working days from receipt of the defective assembly.

Extended RTF Warranty

RTF warranty can be extended for one, two, three or four additional years. An extension must be purchased prior to the expiration of the initial warranty. Extended warranty must be purchased prepaid and is nonrefundable. Multiple year extensions receive a discount from the standard commercial RTF equipment repair pricing. Call 800-666-4544, extension 5333, to obtain a price quotation for Extended RTF Warranty.

Multi-year support is generally available for current product platforms only. A special quotation is require for multi-year support for out-of-production systems.

Hardware Maintenance Reinstatement

Equipment not under Concurrent warranty or a hardware maintenance contract immediately prior to the effective date of a maintenance contract is subject to inspection by Concurrent. If the equipment is not in a maintainable condition, as determined by Concurrent, labor and parts required to place the equipment in good operating condition will be provided by Concurrent in accordance with Concurrent Per-Call Maintenance Service.

Hardware Installation Service

Hardware installation is the responsibility of the customer. If preferred, Concurrent will provide hardware installation service at fixed rates. Fixed rate charges are for installation service performed during regular business hours, Monday through Friday, 8:00 a.m. to 5:00 p.m., local time. Installation can be provided outside regular business hours for an additional cost. The total Field Installation Charge (FIC), is based on the quantities and types of equipment, the equipment site location and the time of day the installation is to be performed.

Full-Service Hardware Maintenance

Concurrent offers a choice of comprehensive, full-service, hardware maintenance support programs to customers who desire immediate access to Concurrent' Field Engineering Staff and its nationally distributed parts inventory. These services provide on-call, on-site support, with a guaranteed response time and replacement parts. Contact your local Concurrent sales office for a maintenance price quotation.

All maintenance pricing is based on a minimum contract period of twelve (12) months. Any contract period less than 12 months will include an uplift of 15% for all maintenance items.

Full-service on-site support programs are intended for fully-configured Concurrent systems. Full-service support requests for CPU board sets and other stand-alone products not constituting a complete functional system will be quoted on a case-by-case basis.

Note: On-site maintenance coverage of custom hardware products does not include spare parts reserved by Concurrent. For systems with critical up-time requirements, the purchase of an appropriate on-site spares kit is required. Contact your local Customer Support manager for details.

Concurrent Standard Service (CSS)

Concurrent Standard Service provides the following service for local service area customers:

• Nine-hour per day / five-day per week coverage.
  
  
• On-call remedial service during the Principal Period of Maintenance (PPM) plus extensions. The PPM is any nine consecutive hours per day during the prime shift hours of 8:00 a.m. to 5:00 p.m., Monday through Friday.
  
  
• Response time is eight (8) contract hours.
  
  
• Up to one additional hour will be allowed at the end of the PPM at no additional charge for remedial maintenance which either began, or for which a request was placed, during the first seven (7) hours of the selected PPM. If such remedial maintenance is not completed during the additional one hour, then upon appropriate customer authorization, remedial maintenance will continue at a fixed hourly rate.
  
  
• All material and labor used in response to calls for remedial service made within covered hours. For service in response to calls received outside covered hours, hourly labor rates and travel charges apply, however, there is no charge for materials. There will be a two-hour minimum charge for such service.
  
  
• Preventive maintenance performed regularly according to the specific needs of the equipment. Preventive maintenance will be performed during the PPM at a time convenient to the customer whenever possible. Preventive Maintenance must be scheduled at least 14 days in advance through the Concurrent Call Center.
  
  
• Installation of all mandatory engineering changes required to ensure proper machine operation and the safety of equipment and/or personnel.

Note: On-site maintenance coverage of custom hardware products does not include spare parts reserved by Concurrent. For systems with critical up-time requirements, the purchase of an appropriate on-site spares kit is required. Contact your local Customer Support manager for details.

Maintenance Coverage Options

Depending on the geographic area, maintenance coverage with a four (4) hour response time may be available up to 24 hours per day, 7 days per week. Concurrent's Extended Coverage option and Standby Per-Call option are based upon a percentage of the CSS contract price or a minimum price, whichever is greater. Contact your local Concurrent Customer Support office for information on the availability of maintenance coverage for your equipment location.

• Extended Coverage provides a guaranteed four (4) hour response time outside of the selected business hours at a fixed contract rate.
  
  
• Standby Per-Call is designed for customers requiring a guaranteed four (4) hour response time outside of the selected business hours at a lower contract rate than the Extended Coverage option. With this option a customer engineer will respond outside the selected business hours with a four hour response time. Actual on-site labor provided will be billed at the standard Per-Call rate.

• Nine-hour per day / five-day per week coverage.
  
  
• On-call remedial service within the Principal Period of Maintenance (PPM). The PPM is any nine consecutive hours per day during the prime shift hours of 8:00 a.m. to 5:00 p.m., Monday through Friday.
  
  
• Response time is sixteen (16) contract hours.
  
  
• All materials and labor used for service within covered hours.
  
  
• Customer option to extend remedial service beyond covered hours at preferred hourly rates.
  
  
• Preventive maintenance performed during the PPM according to the specific needs of the equipment. Preventive Maintenance must be scheduled at least 14 days in advance through the Concurrent Call Center.
  
  
• Installation of all mandatory engineering changes required to ensure proper machine operation and the safety of equipment and/or personnel.

Note: On-site maintenance coverage of custom hardware products does not include spare parts reserved by Concurrent. For systems with critical up-time requirements, the purchase of an appropriate on-site spares kit is required. Contact your local Customer Support manager for details.

Remote Service Areas

A Local Service Area is the area within a 100-mile radius of a Customer Service office. For those customers outside the Local Service Area, the following zone uplifts and conditions apply. Response time in remote service areas will be the contracted response time, plus travel time.

Zone	Range	Uplift*	Monthly Minimum Per System
			Series 3200 and H-Series	All other systems
A	101 to 150 miles	10%	$350	$100
B	151 to 200 miles	20%	$550	$150
C	201 and greater	HOQ

*Uplift percentages will be applied against the total hardware contract maintenance charge, i.e., the entire system including peripheral devices and any extended coverage.

Contract Period

Maintenance pricing is a monthly service price for each hardware item to be covered. All maintenance quotations are based on a minimum contract period of twelve (12) months. Any contract period less than 12 months will incur an uplift of 15% for all items.

Maintenance Discounts

The following prepayment discounts apply to Concurrent hardware maintenance contracts.

Maintenance Dollar Volume Discount

Billing Periods

• Series 3200 -- Models 7/32, 8/32, 3205, 3210, 3212, 3230, 3240, 3250, 3260, 3280, MicroThree, MicroFive, 3200-400 and 3200-600
• RTU -- Models 5000, 6000, 7000 and Maxion 9000
• Night Hawk -- Models 4800, 5800, H1000 and H1200
• Power Hawk -- Models 640, 720 and 740
• PowerStack

For Concurrent products that are out of production, a 15% uplift will be applied to all software product maintenance. The following is a list of out-of-production software products:

• PowerMAX OS and supporting system software for NightHawk, TurboHawk, PowerMAXION, PowerStack and Power Hawk models 640, 720 and 740
• OS/32 and supporting system software for Series 3200 platforms
• CX/UX and supporting system software for Night Hawk 5800

Equipment Labor Rate Schedule

The following labor rates and travel charges apply to Per-Call Maintenance Service and to Concurrent Standard Service (CSS) and Basic Monthly Service (BMS) calls outside of covered hours. Travel charges are portal-to-portal and apply to all remote service calls outside covered hours.

Prime Shift Hours:	8:00 a.m. to 5:00 p.m., Monday through Friday
Prime Time Hourly Rate:	$150 per hour for maintenance contract customers $195 per hour for non-maintenance contract customer
Premium Time Hourly Rate:	$175 per hour for maintenance contract customers $225 per hour for non-maintenance contract customer
Parts	As per current catalog pricing
Expenses:	Billable at actual cost
Travel Time:	Billable at hourly rates
Expense Items:	Air travel (coach class, if available), hotel, meals, car rental or private motor vehicle use.
Local Service Area:	Area within a 100 mile radius of a Concurrent Customer Support service office.
Remote Service Area:	Area outside a 100 mile radius of a Concurrent Customer Support service center.
Minimum Billing:	Two hours
Response Time:	Best effort basis
Mileage Rate:	58.5 cents per mile

Resident Service

Concurrent Resident Service offers dedicated on-site support for critical, high up-time application requirements. Resident Service is $11,600 per month and provides the customer with:

• A field engineer specially trained for system operation and maintenance.
• Resident on-site at the customer's place of business.
• 40 hours per week of on-site coverage, excluding Concurrent holidays.
• Scheduled preventive maintenance.
• An unlimited number of service events.

Resident Service does not include repair parts. Contact your local customer service office for availability and details.

Multi-Vendor Equipment Maintenance

Concurrent can provide a total site maintenance plan for customers who have a equipment from other vendors in addition to Concurrent equipment. Services available under a full site maintenance plan are as follows:

• Single point of contact for hardware maintenance services, 24 hours per day, 7 days per week
• Hardware upgrades
• Remedial and preventive maintenance
• Parts procurement and repair
• Installation, deinstallation and relocation of Equipment

Spares Exchange Service

Spares Exchange Service allows a customer to exchange defective assemblies for certified spares from Concurrent's Customer Support spares depot. A toll-free telephone number is available for spares exchange quotations and ordering. Normal delivery is within two working days. All returned assemblies must be repairable as determined by Concurrent. Full list price would be charged and a 40% credit would apply upon the receipt of the repairable assembly. An expedited same-day service is available for $100 per line item. The customer is responsible for inbound shipping charges. (Order part number 730-SPARE-EXCHG)

Life Cycle Support

Over the past thirty-five years, Concurrent has established a strong, industry-unique reputation for providing long-term life cycle support of major government and commercial programs. In some cases, Concurrent supports system components that have not been actively marketed for over twenty years. Concurrent life cycle support services include spare parts sales, depot and emergency repair services, configuration management, technology insertion and on-going system software revisions and updates.

Concurrent's standard policy provides for the availability of parts and repair services for five years after the last date of product manufacture or from the time that the product is reclassified as non-current or obsolete. Major programs have typically received support for fifteen years and more. When a component reaches end-of-life, Concurrent field personnel are notified and, in turn, notify contractor customers and end-users in their area of responsibility.

Concurrent will commit to the support of major programs throughout their life cycle. Concurrent life cycle support services include:

• Delivery of newly-manufactured spare parts and expansion modules for as long as possible.
• Depot repair and emergency exchange of LRU components.
• The ability to purchase refurbished spare parts when new parts can no longer be manufactured.
• Notification when a spare part may no longer be able to be manufactured as new. This allows a customer to enact a final "life-time" purchase of the component if required.
• Assistance by Concurrent in the selection of a form, fit and function replacement for a component that is no longer available. Concurrent will make every effort to provide a solution that requires no reengineering of the user's system.
  

SOFTWARE SUPPORT

Software Warranty

All Concurrent software products are warranted for ninety (90) days against media defects, starting upon shipment from Concurrent.

Standard Software Support (SSS)

Standard Software Support (SSS) allows customers to submit support assistance requests to the Concurrent Customer Support Center. The most current version and prior version of software products are eligible for SSS support. Customers are encouraged to designate an individual or a small group to act as the direct interface with the assigned Concurrent support analyst. SSS provides the following for covered software products:

• New product releases and product improvements as they are made available.
• Patches and workarounds to correct problems
• Telephone assistance

Prerequisite: Eligibility for support of any software product on a system requires that the underlying Concurrent OS also be under support.

Contract Period

SSS pricing is a monthly service price for each software item to be covered. All SSS quotations are based on a minimum contract period of twelve (12) months. Any contract period less than 12 months will incur an uplift of 15% for all items.

Run-Time System Discounts

For Concurrent platforms that do not have itemized run-time license maintenance pricing (i.e. PowerMAXION, NightHawk, TurboHawk), SSS discounts will apply to run-time (non-development) systems. The SSS price for software items on run-time systems is 30% of the SSS price on development systems.

Telephone Assistance

The Concurrent Customer Support Center (CCSC) assists customers in identifying and resolving software related issues, specifically the installation and use of Concurrent operating system and layered products. Requests for assistance can be made by telephone, email or fax. Requests are handled in the order they are received. Priority is given to requests identified as severely impacting the customer's application based on the customer's description of the problem along with concurrence from the CCSC. Customers making a support request, regardless of priority, can expect a support analyst to call back within one business day.

Support Requests

Every Concurrent software package has a unique site identification number (SiteID#) that is used by the CCSC to determine support eligibility. The SiteID# must be provided with any support request, and is listed on the label attached to the software media.

Support requests can be submitted 24 hours per day, 7 days per week by any of the following methods:

• E-mail: support@ccur.com
  
• Fax: (954) 973-5398
  
• Telephone: (800) 245-6453

When submitting a support request, please include the following information:

• SiteID#
• Customer Contact Name
  
• Customer Phone Number
  
• Customer Location (City, State, Country)
  
• Customer E-mail Address
  
• System Type (e.g., Night Hawk 5800, MAXION, Power Hawk 640 , Series 3200, etc.)
  
• Operating System Release (e.g., CX/UX 7.1, PowerMAX OS 4.2, RTU 6.1, OS/32 10.1, etc.)
  
• Detailed description of the question or problem
  
• Level of impact to system operation (minor, major or severe)

Critical On-site Software Support

On-site support will be provided to assist in the resolution of problems in the software product which cannot be resolved remotely, and which Concurrent determines to be critical. If the customer cannot provide access to the system or send sufficient information to Concurrent to allow the problem to be analyzed, Concurrent will bill the customer for expenses occurred if both parties agree that on-site support is required.

Layered Products

An SSS maintenance contract for the Concurrent operating system must be in effect in order to receive support for any layered software products on a system, e.g. compilers or real-time development tools.

Custom Software Products

Concurrent custom software products, e.g., device drivers provided for non-catalog products, receive telephone support and resolutions to problems, but do not include software updates as part of software maintenance support. Requests for updates to custom software must be submitted via custom quotation. Contact your local Concurrent sales representative for details.

Customer Software

Software maintenance does not cover problems in customer software or customer-modified software, nor does it cover the customer's inability to use Concurrent software if the software is performing as specified in Concurrent documentation. Assistance for problems in these areas is subject to consulting rates, plus expenses.

Manual Updates

New revisions to manuals are not included in software maintenance. Software maintenance customers may purchase new hardcopy versions of manuals at a 25% discount from the catalog list price. Catalog model numbers are available to order one complete set of the documentation for each software product.

Please note that the latest versions of many Concurrent manuals are available free of charge in PDF form on Concurrent's web site.

Software Maintenance Reinstatement

A customer who has elected to cease subscription to Concurrent software maintenance for a product and subsequently wishes to reinstate software maintenance may do so only upon payment of the current software maintenance fee plus a maintenance reinstatement surcharge equal to two times the lapsed period of time up to a maximum of 12 months. Please contact your local Concurrent Customer Service office for a quotation.

Distribution Media

Distribution media for software updates is 4mm DAT, 1/4" cartridge tape or 1600 BPI 9-track tape. Other media will be considered upon receipt of a request for a Home Office Quotation.

Consulting Services

Concurrent offers a range of consulting services designed to assist customers in the development of their applications. Tasks are defined by the customer and the implementation provided by an assigned Concurrent specialist. Concurrent analysts can assist in such areas as porting applications code from existing systems to new Concurrent systems, or in the design and implementation of device drivers.

Concurrent will work with a customer to analyze application requirements and to design a support program to implement the best solution. Consulting rates are in accordance with the experience and skill level of the engineering personnel. Concurrent consulting engineers are available to assist in a range of tasks including:

• System and software conversions
• Custom implementation (i.e., user application code and debug)
• Performance analysis and system tuning
• Project and program management
• System planning and design
• Custom software installation
• Training

Resident service is also available. This service can be valuable to customers with large, complex systems and high rates of usage or system applications that require dictated full-time, on-site coverage.

Concurrent Consulting Rates

Consultation outside of the prime shift hours of 8:00 a.m. to 5:00 p.m., Monday through Friday, requires a special quotation. Customers are billed for labor, portal-to-portal travel and expenses.

*Professional Services Engineer rate is subject to the following volume discounting:

Consulting Services Personnel Descriptions

Professional Services Engineer: These individuals are assigned to a wide range of technical tasks, programming and problem solving projects. While they are well-skilled and trained in area in which they are assigned, they often work under the direction of higher-level engineers and project leaders. These individuals are generally assigned to routine programming, development, installation or system administration functions. In the area of education, this level of engineer would generally provide entry-level technical training.

Systems Analyst: This level of technical person is assigned to tasks that involve a greater level of expertise and skill. While these individuals do work under higher-level personnel, due to their several years of experience they generally have a lower need for technical direction in the tasks they assume. These engineers, programmers and instructors are often placed in environments where a higher degree of knowledge in the use of real-time programming, software engineering and troubleshooting is involved. These engineers have a strong general foundation of experience in real-time applications.

Senior Systems Analyst: Engineers who provide this level of expertise are individuals with strong real-time computer systems experience and who maintain a specialty area of focus. These individuals typically have in-depth experience specifically in the area in which they are assigned, e.g. operating systems, I/O drivers, real-time tools. The Senior Systems Analyst is often assigned to more complex software engineering, systems integration, application development, process debugging, performance analysis and tuning tasks. This level of skill is often called upon to provide planning services where in-depth systems or technical skills are required to succeed. In the case of an educator, this individual would have considerable course development experience and seasoned training skills, as well as a technical specialty area of focus.

Senior OS/32 Systems Analyst: Similar to the Senior Systems Analyst, engineers who provide this level of expertise have very strong experience in Concurrent's proprietary Series 3200 systems and OS/32 operating system. The Senior OS/32 Systems Analyst is often assigned to the most complex OS/32 software engineering, systems integration, application development, process debugging, performance analysis and tuning tasks. This level of skill is often called upon to provide planning services where in-depth systems or technical skills are required to succeed. Their level of skill is generally applied in situations where customers are seeking to obtain the highest possible level of real-time performance in their Series 3200 application, and they are called upon to troubleshoot the most difficult technical problems.

Development Engineer: Individuals who provide this level of service are experts in their field. They are typically members of Concurrent's home office Development organization and have many years of experience in real-time applications. These engineers have very deep specialist level skills that can support a customer's overall technical objectives. They often take on the role of providing technical consultation and direction to other personnel on project. Their level of skill is generally applied in situations where customers are seeking to obtain the highest possible level of real-time performance in their application, and they are called upon to troubleshoot the most difficult technical problems. These individuals are also typically involved in areas of integrating new or complex technologies where the customer must look to out-source the best technical assistance in order to succeed.

Software Installation

Concurrent software products are designed for installation by the customer. Appropriate installation instructions, documentation and automatic installation macros, where appropriate, are provided to allow convenient installation by customer personnel. If desired, software installation by Concurrent is available at the standard field consulting hourly rates, plus expenses.

Concurrent incorporates a Pre-Planned Product Improvement (P3I) approach in the design of its systems. P3I ensures that Concurrent customers can purchase system upgrades and add-ons to conveniently increase system capabilities as requirements change.

The following general policy addresses hardware, software and maintenance associated with upgrades. If an upgrade requirement is not addressed by this general policy, please contact your local sales representative for a special quotation

Hardware

• Catalog Field Installation Charges (FIC) apply to all upgrades. The FIC prices listed by each hardware model number are for quantity one (1) FIC. In the case of large quantities of systems and or peripherals, please contact your local sales representative for special rates.
  
  
• All system upgrades are contingent upon return of the existing CPU boards and memory. Any original local memory must be present on the CPU boards being upgraded.
  
  
• Concurrent standard hardware warranty applies to all hardware upgrades unless otherwise noted on the quotation.

Software

• Any custom software previously delivered via RIQ will require a new RIQ to port it to the upgraded system. Custom software is warranted for the operating system release or revision as delivered. To upgrade to a new operating system release or version, an RIQ is required.
  
  
• The terms and conditions of the Concurrent's Software License Agreement shall govern all upgraded systems. The number of licensed users for a particular software product, whether or not controlled by a license manager, shall remain unchanged. Any increase to the number of users of the Software will require a Concurrent quotation.