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Data Center Expert | How do hardware and software support contracts work?

Published date: 05 September 2019

Issue:
Details on how extended hardware warranty and software support contracts work for StruxureWare Data Center Expert.

Product Line:
StruxureWare Data Center Expert (DCE)
     - Basic Appliance (AP9465)
     - Standard Appliance (AP9470)
     - Enterprise Appliance (AP9475)
     - Virtual Appliance (AP94VMACT)
StruxureWare Central (SWC)
InfraStruXure Central (ISXC)

Environment:
StruxureWare Data Center Expert (all versions)
StruxureWare Central (all verisons)
InfraStruXure Central (all verisons)
Software Support Contract

Cause:
StruxureWare Data Center Expert appliances come with 2 years of factory hardware warranty and no software support.  The Data Center Expert appliance and any additional device packs must be under active and complete software support in order to receive technical support and software upgrades.  Software support contracts are required for the server which has a default 25 nodes (covered under base software support SKUs) as well as each additional node license. Modbus license keys and surveillance keys do not currently require support contracts.

Resolution:

Hardware Support Contracts

StruxureWare Data Center Expert Appliances can have hardware warranty up to a total of 5 years, which includes 2 years of factory warranty. Hardware support must be continuous for the duration of coverage without lapse. Factory warranty details and hardware extension SKUs are provided below:
 
Model Appliance Year 1 Year 2 Year 3 Year 4 Year 5 Year 6
AP9465 Factory Factory WMS1YRHW-BASIC WMS1YRHW-BASIC WMS1YRHW-BASIC Out of HW Support
AP9470 Factory Factory WMS1YRHW-STD WMS1YRHW-STD WMS1YRHW-STD Out of HW Support
AP9475 Factory Factory WMS1YRHW-ENT WMS1YRHW-ENT WMS1YRHW-ENT Out of HW Support

Extended Hardware Warranty Statement of Work: http://www.apcmedia.com/salestools/RJEN-7G4G48/RJEN-7G4G48_R3_EN.pdf?sdirect=true
Software Support Contracts

There is limited help that can be provided for trail installation of the Virtual Appliance (AP94VMTRL).  Software support can not be purchased for a virtual appliance until it is activated using a virtual machine activation key (AP94VMACT).  Contact your local sales representative for purchase related questions.

Support contracts start at the date of purchase or are appended to the end date of previous contracts. In the case of a Schneider Electric installation/configuration service of the systems, the support will begin when the configuration is completed.  Please note that should your software support contracts lapse, you can put your server and license keys back under support, but backdating to the end of the previous support contracts will be required.

Software Support Statement of Work: https://www.apc.com/salestools/RJEN-7LJJR2/RJEN-7LJJR2_R10_EN.pdf?sdirect=true
Determining the amount of Device Nodes Installed

NOTE: Technical support utilizes the DCIM Assets website to determined number of install licenses.  Installed licenses and DCIM Assets may not match if licenses have been redeemed against the server in DCIM Assets but not yet added into the software for use.

1) Open the Data Center Expert Desktop Client.  Instructions on installing can be found within knowledge base FA272226.

2) Log in using administrator credentials.

3) System menu > Server Administration Settings > License Keys.

4) Add all of the Node Count (column) values that have a License Type (column) of StruxureWare Data Center Expert Device Pack.
Determining Software Support SKUs Needed

1) A Base software support contract is always needed and covers the base 25 nodes installed on the appliance.  This SKU is different depending on the model appliance.  For help determining an appliance model, see knowledge base FA335690.
 
Model 1 Year Software Support SKU 3 Year Software Support SKU
AP9465 WMS1YRBASIC WMS3YRBASIC
AP9470 WMS1YRSTD WMS3YRSTD
AP9475 WMS1YRENT WMS3YRENT
AP94VMACT WMS1YRVM WMS3YRVM

3) Take the node count determined above in step 4 of Determining the Amount of Device Nodes Installed and subtract 25 nodes from the total.  This is due to the base 25 nodes being covered under the base software support agreement outlined in the previous step.
NOTE: Different quantities of the SKUs below need to be purchases to provide enough software support to cover all of the licenses, in addition to the base software support as outlined above.  If there is an additional qty. 4 of 25 node device packs installed, a 100 node software support SKU can be purchased.  The total added up software support, must match the total added up installed device node packs.
 
License Count 1 Year Software Support SKU 3 Year Software Support SKU
25 WMS1YR25N WMS3YR25N
100 WMS1YR100N WMS3YR100N
500 WMS1YR500N WMS3YR500N
1000 WMS1YR1000N WMS3YR1000N

Software Support Example 1

Model AP9465 with a total of 25 device nodes installed.
Software Support Needed: Base + 0 nodes.
Qty. 1 Year SKU 3 Year SKU
1 WMS1YRBASIC WMS3YRBASIC

Software Support Example 2

Model AP9470, with a total of 250 device nodes installed.
Software Support Needed: Base + 225 nodes.
 
Qty. 1 Year SKU 3 Year SKU
1 WMS1YRSTD WMS3YRSTD
1 WMS1YR25N WMS3YR25N
2 WMS1YR100N WMS3YR100N

Software Support Example 3

Model AP94VMACT, with a total of 1275 device nodes installed.
Software Support Needed: Base + 1250 nodes.
 
Qty. 1 Year SKU 3 Year SKU
1 WMS1YRVM WMS3YRVM
2 WMS1YR25N WMS3YR25N
2 WMS1YR100N WMS3YR100N
1 WMS1YR1000N WMS3YR1000N



 

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