ADX-1YGLD-MP1000: One-year Gold hardware maintenance

for ADX MP1000 Management Platform 

Gold Hardware Maintenance Includes:
• Anytime (24/7) telephone access support
• Advanced hardware replacement – The customer receives a next-business-day replacement unit prior to shipping the failed unit to Avocent
• Media Retention – The customer keeps the dead unit and sends a certificate of destruction within a set period of time
• Software upgrade protection
• Support response time: Within 2 hours for severity level 1,2; no response for severity level 3,4
• Support follow-up time: Every 4 hours for severity level 1; Daily for severity level 2

Severity Levels
1 - Complete loss of service for all users. Causes direct revenue loss. Example: This will affect a large group of customers or causes direct revenue loss.
2 - Limited loss of service. No acceptable work-around available. Operations can continue in a limited fashion. Does not cause direct revenue loss. Example: Many customers are not able to use an application but can perform other work-related duties. An application is down but does not directly affect revenue.
3 - Minor impact to limited functionality. Functional via workaround. Inconvenience. Example: Minimal affect to productivity. A problem that affects an individual user but there is an alternative.
4 - No loss of service. Request for information. Example: 'How To' questions.