Entry Systems Customer Services

This document, titled "Entry Systems Customer Services" (Order Number: EK-388AA-CS-001, First Printing, March 1990), provides a comprehensive overview of the hardware, software, self-maintenance, consulting, educational, and customized support services offered by Digital Equipment Corporation for its systems.

The guide is structured into five main chapters:

1. Maintenance and Support Services: Details warranty options (List and Standard), post-warranty integrated hardware and software service agreements (like DECsystem Support Service 24x7/9x5, Basic System Support), hardware-only agreements (DECservice, Basic Service), software support agreements (Startup Service Packages, Software Support Service), supplemental services (documentation, system management), network services (NETplan for design, NETstart for implementation, NETsupport for operations), and other support services (Recover, Data Protection, DECcompatible).
2. Self-Maintenance and Support Services: Describes offerings for customers who choose to maintain their own systems, including the Digital Assisted Service Program (DASP) for diagnostics and support, Maintenance Product Recommendation Service (MPRS), Part Number Assistance, Maintenance Documentation Service (MDS), DEC-O-LOG for field change orders, Service Mode Diagnostics, parts ordering and repair services (Spares Emergency Order, DECmailer, Factory Repair), a Self-Maintenance Information Line, and environmental products for power solutions.
3. Professional and Consulting Services: Outlines services for system analysis, software development, and implementation. This includes Planning and Design Services (e.g., Network, Office, AI), Custom Application Consulting, DECstart Consulting Services for system management, Office Application Support Services, and Performance and Capacity Planning.
4. Educational Services: Details the wide range of instructional programs and courses available to customers to maximize system usage. Formats include technical and management seminars, instructor-led courses, self-paced instruction, interactive video information systems (IVIS), computer-based instruction (CBI), publications through Digital Press, and on-site training options.
5. Customized Support Services: Focuses on Digital's Customized Support Services (formerly Enterprise Services), emphasizing single-source accountability and support integration for managing technology investments. Key areas include System and Support Integration, Logistic Support Services, Service Project Management, Service Administrative Support, Service Management Support (including multi-vendor optimization), and Facility Management.

In essence, the document serves as a complete catalog of Digital Equipment Corporation's customer service and support offerings, designed to assist users throughout the lifecycle of their Digital systems, from initial setup and warranty to ongoing maintenance, professional consulting, and specialized training.