Warranty & Maintenance

iHawk and ImaGen systems include 90-days of return-to-factory hardware warranty and 90-days of RedHawk Linux software warranty. On-site hardware warranty is available by special quotation. Please consult with your Concurrent sales representative for details.

RedHawk Linux software warranty includes telephone support, problem reporting and resolution, software updates and new RedHawk releases when available. Warranty support specifically covers the RedHawk Linux real-time kernel, system calls, libraries and utilities developed by Concurrent. Support for non-RedHawk software, i.e. GNU software, standard Red Hat distribution libraries, commands and utilities not modified or developed by Concurrent, is available on a case-by-case basis. Concurrent can provide a support quotation upon request.

Concurrent system software, such as NightStar tools and languages, also includes 90-days of software warranty.

Following the expiration of the 90-day warranty period, the following support alternatives are available for iHawk and ImaGen systems:

On-site hardware maintenance includes all parts and labor and next business day on-site response. On-site hardware maintenance is not available in all locations. Please consult with your Concurrent sales representative for details.

Note: RedHawk Linux software maintenance is available only with the purchase of on-site hardware maintenance or hardware return-to-factory services.

Return-To-Factory warranty and maintenance 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.

RTF services can be extended for one, two, three or four additional years. An extension must be purchased prior to the expiration of the initial period. Extended service 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 services.

Basic 3-Year extended RTF service is available to some international customers. This service differs from standard RTF service as follows:

Basic 3-Year Extended International RTF Service	Standard RTF Service
3-years of return-to-factory hardware component-level (LRU) repair/replacement service	Also allows for an entire system to be returned
Software problem reporting by email and web form.	Also provides telephone support
Software problem reporting/resolution service limited to 5 instances per year	No limit
Software updates via NUU download	Same as standard RTF
No new software releases are provided	Provides new software releases when available

Return-to-Factory Priority (RTFP) service is designed for customers who need fast turnaround time for parts repair or replacement. The procedures and terms of RTFP service are the same as listed for RTF service except that the turnaround time is 3 to 5 working days rather than 30 to 45 working days. RTFP is priced at a 30% uplift over standard RTF pricing of hardware components. Concurrent home office approval is required prior to quoting of RTFP.

In addition, with RTFP service, a customer can request on-site support when needed. RTFP on-site service offers 48-hour response at a rate of $1,995 per visit. A customer purchase order is required prior to an on-site visit.

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 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.

Installation is provided at no charge for the initial installation of a Concurrent computer system and system options delivered with the system if a full-service hardware maintenance contract has been purchased with the system order.

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.

Basic Monthly Service (BMS)

Concurrent Basic Monthly Service provides the following for local service area customers:

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.

The following prepayment discounts apply to Concurrent on-site maintenance contracts.

Annual Maintenance*

Discount

5,000 - 6,999

5%

7,000 - 8,999

7%

9,000 - 9,999

8%

10,000 - 19,999

10%

20,000 - 39,999

12%

40,000 - 59,999

14%

60,000 - 79,999

16%

80,000 - 99,999

18%

100,000 and up

20%

*Dollar volume is based on equipment located at one location or campus environment.

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.

Annual Maintenance Revenue	Billing Period
Up to $6,000.	Annual
$6,001 to $12,000	Quarterly
$12,001 and above	Monthly
Contracts valued below $500 annually are subject to review by the regional service manager before acceptance.

Per-Call Maintenance Service

Per-call Maintenance Service is available to customers who choose time and materials service over a service maintenance agreement. It is available on a best-effort basis, 24 hours per day, 7 days per week. Customers are billed for labor and parts. Charges are portal-to-portal with labor, parts and travel expenses itemized separately as outlined in the schedule below.

The following labor rates and travel charges apply to Per-Call Maintenance Service.

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:	48.5 cents per mile

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:

Eligibility for support of any software product on a system requires that RedHawk Linux also be under support.

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.

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.

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 documentation accompanying the software media.

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

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.

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 NightStar development tools.

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.

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.

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.

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.

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:

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.

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:

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 Consulting Engineer: Similar to the Senior Systems Analyst, engineers who provide this level of expertise have very strong experience in Concurrent's real-time Linux operating systems. The Senior Consulting Engineer is often assigned to the most complex Linux 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 real-time Linux 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.

Term of contract	Prepayment Discount
1 year	3%
2 years	6%
3 years	10%
4 years	10%
5 years	10%

Personnel Level	Model Number	Hourly Rate
Professional Services Engineer	PS-150	$150*
Systems Analyst	PS-175	$175
Senior Systems Analyst	PS-215	$215
Senior Consulting Engineer	PS-250	$250
Development Engineer	PS-425	$425

Volume Purchase	Model Number	Rate
> 160 hours	PS-140	$140 per hour
> 480 hours	PS-130	$130 per hour
> 1040 hours	PS-120	$120 per hour
> 2080 hours	PS-115	$115 per hour

Annual Maintenance*	Discount
5,000 - 6,999	5%
7,000 - 8,999	7%
9,000 - 9,999	8%
10,000 - 19,999	10%
20,000 - 39,999	12%
40,000 - 59,999	14%
60,000 - 79,999	16%
80,000 - 99,999	18%
100,000 and up	20%