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called PARTNER in the following
will be concluded the following contract is concluded.
1.Preamble
We love and live free Software! With this contract you support OPEN Source. For this we want to thank you!
2 2. Content of the contract
RE accepts the services specified in this contract in the network of PARTNER.
3. Services
3.1. Configuration & maintenance
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Troubleshooting (CMTS, HF, terminal, VoIP)
4. Filtering – contact & response times
- PARTNER will contact any management system errors immediately after they have been noticed:
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engineering.com https://nmsprime.com/ticket 9387570
2. In case, that RE needs data for maintenance and troubleshooting the system from PARTNER, he will provide the data as soon as possible.
3. As far as RE needs the assistance of PARTNER for troubleshooting the system, it is obliged to entrust sufficient employees with the participation in the troubleshooting. This applies in particular to the network quality of the TV cable network, the availability of the CMTS as well as
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the
functionality of the hardware of the server.
Topic | Time | Reaction time |
Complete system failure | 24x7 | workhours: immediately, Outside: less 2h |
Warnings, some failures, critical updates | workhours | less 3 workdays (typical: same workday) |
normal questions, updates, configuration smart fixes | workhours | less 2 weeks (typical: less 3 workdays) |
Workhours: 9am to 6pm – Mo to Fr
5. Payment
The mentioned services above are paid on a monthly basis based on the number of modems/TV billing customers/CMTS and number of managed network elements as follows:
ID | Modems | TV Billing | CMTS | Network elements | net price | incl. Support hours |
1 | < 100 | <400 | <1 | <10 | 149 € | 2 |
2 | <500 | <2000 | <2 | <50 | 350 € | 4 |
3 | <1000 | <4000 | <4 | <100 | 490 € | 5 |
4 | <2500 | <10.000 | <6 | <250 | 740 € | 6 |
5 | <5000 | <20.000 | <10 | <500 | 990 € | 10 |
| >5000 | >20.000 | >10 | >500 | on demand |
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A monthly limit of support hours is agreed – see table. If these are used up RE will inform the PARTNER and perform further services in the current month only after confirmation by PARTNER.
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