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Document:	Entry Systems Customer Services
Order Number:	EK-388AA-CS
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Entry Systems

Customer Services

Order Number: EK-388AA-CS-001

Entry Systems
Customer Services
Order Number EK-388AA-CS-001

digital equipment corporation
maynard, massachusetts

First Printing, March 1990

The information in this document is subject to change without notice and should not be
construed as a commitment by Digital Equipment Corporation.
Digital Equipment Corporation assumes no responsibility for any errors that may appear in
this document.
The software, if any, described in this document is furnished under a license and may be used
or copied only in accordance with the terms of such license. No responsibility is assumed
for the use or reliability of software or equipment that is not supplied by Digital Equipment
Corporation or its affiliated companies.
Restricted Rights: Use, duplication or disclosure by the U.S. Government is subject to
restrictions as set forth in subparagraph (c)(l)(ii) of the Rights in Technical Data and Computer
Software clause at DFARS 252.227-7013.

© Digital Equipment Corporation 1990. All rights reserved.
Printed in U.S.A.
The Reader's Comments form at the end of this document requests your critical evaluation to
assist in preparing future documentation.
The following are trademarks of Digital Equipment Corporation.
COMPACTape
DDCMP
DEC
DEC direct
DECnet
DEC server
DEC system 5400
DECUS
DECwrlter
DELNI
DELQA

DEQNA
DESTA
DSSI
IVIS
MicroVAX
PDP
Professional
Q-bus
ReGIS
RQDX
ThinWire

ULTRIX
UNffiUS
VAX
VAX 4000
VAXcluster
VAX DOCUMENT
VAXELN
VAXlab

VMS
VT

~DmDamD1U

The following are service marks of Digital Equipment Corporation.
BASIC Service
DEC compatible
DECmailer

DEC service
DECstart
DEC support

NETplan
NETstart
NETsupport

Recover Service

S1352

This document was prepared using VAX DOCUMENT, Version 1.2.

Contents
Preface

Vll

Chapter 1 Maintenance and Support Services
1.1
Introduction ..................................... .
Warranty Services ................................ .
1.2
List Warranty ................................. .
1.2.1
Standard Warranty ............................. .
1.2.2
Factory Loaded Software ......................... .
1.2.3
Postwarranty (Second Year) Integrated Hardware and
1.3
Software Service Agreements ........................ .
DECsystem Support Service 24x7 .................. .
1.3.1
DECsystem Support Service 9x5 ................... .
1.3.2
DECservice Node Service 24x7 ..................... .
1.3.3
DECservice Node Service 9x5 ..................... .
1.3.4
Basic System Support Service ..................... .
1.3.5
Basic Node Service .............................. .
1.3.6
Hardware Service Agreements ....................... .
1.4
DECservice Agreement .......................... .
1.4.1
Basic Service Agreement ......................... .
1.4.2
Software Support Agreements ....................... .
1.5
Startup Service Packages ......................... .
1.5.1
Software Support Service ......................... .
1.5.2
Software Node Service ........................... .
1.5.3
Supplemental Services ........................... .
1.5.4
Network Services ................................. .
1.6
NETplan Service ............................... .
1.6.1
NETstart Service ............................... .
1.6.2
NETsupport Service ............................. .
1.6.3
Other Support Services ............................ .
1.7

1.;...1
1-1
1-1
1-2
1-2
1-2
1-3
1-3
1-3
1-3
1-4
1-4
1-4
1-4
1-4
1-5
1-5
1-5
1-5
1--6

1-7
1-7

1-8
1-8
1-9

iii

Chapter 2

Self-Maintenance and Support Services

2.1
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..
2.1.1
Digi tal Assisted Service Program. . . . . . . . . . . . . . . . . . ..
2.1.2
Maintenance Product Recommendation Service. . . . . . . ..
2.2 Part Number Assistance ............................
2.3 Maintenance Documentation Service (MDS) .............
2.4 DEC-O-LOG Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..
2.5 Service Mode Diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . ..
2.6 Unlisted Parts Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..
2.7 Spares Emergency Order Service . . . . . . . . . . . . . . . . . . . . ..
2.8 DECmailer and Emergency Dispatch Service (U.S. Only) ...
2.9 Factory Repair Service (U.S. Only) ....................
2.10 Self-Maintenance Information Line (U.S. Only) . . . . . . . . . ..
2.11 Environmental Products ............................
2.12 Self-Maintenance Training Service. . . . . .. . . . . . . . . . . . . ..

Chapter 3

Professional and Consulting Services

3.1 Introduction ..................................... .
3.2 Professional Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3.2.1
Planning and Design Services ..................... .
3.2.2
Custom Application Consulting .................... .
3.2.3
DECstart Consulting Services ..................... .
Office Application Support Services . . . . . . . . . . . . . . . . . .
3.2.4
3.2.5
Performance and Capacity Planning ................ .

Chapter 4
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8

2-1
2-1
2-1
2-2
2-2
2-2
2-3
2-3
2-3
2-3
2-4
2-4
2-4
2-5

3-1
3-1
3-2
3-2
3-2

3-3
3-3

Educational Services

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..
Technical and Management Seminars . . . . . . . . . . . . . . . . ..
Instructor-Led Courses. . . . . . . . . . . . . . . . . . . . . . . ... . . . ..
Self-Paced Instruction (SPI) . . . . . . . . . . . . . . . . . . . . . . . . ..
Interactive Video Information System (IVIS) . . . . . . . . . . . ..
Computer-Based Instruction (CBI). . . . . . . . . . . . . . . . . . . ..
Digital Press .....................................
On-Site Training ......... . . . . . . . . . . . . . . . . . . . . . . . ..

4-1
4-1
4-2
4-2
4-2
4-2
4-3
4-3

Chapter 5
5.1
5.2
5.3
5.4
5.5
5.6
5.7

Customized Support Services

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
System and Support Integration. . . . . . . . . . . . . . . . . . . . . .
Logistic Support Services. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Project Management. . . . . . . . . . . . . . . . . . . . . . . ..
Service Administrative Support. . . . . . . . . . . . . . . . . . . . . . .
Service Management Support ........................
Facility Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

5-1
5-1
5-2
5-2
5-2
5-3
5-3

Index
Tables
1-1
1-2
1-3
1-4
1-5
2-1
3-1

Supplemental Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NETplan Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NETstart Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NETsupport Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Other Support Services .............................
Environmental Products ............................
Planning and Design Services Programs .. . . . . . . . . . . . . . .

1-6
1-7
1-8
1-9
1-9
2-4
3-2

(

Preface
This guide provides an overview of the hardware, software, selfmaintenance, consulting, educational, and customized support services that
are available from Digital Equipment Corporation for your system.
This guide contains five chapters:
Chapter 1 describes the hardware and software maintenance and
support warranties and services.
Chapter 2 describes the self-maintenance and support services.
Chapter 3 describes the professional and consulting services.
Chapter 4 describes the educational services.
Chapter 5 describes the customized support services.
To find out more about the services that are available for your system,
contact your sales representative or dial DECdirect in the United States at
1-800-DIGITAL.

vii

Chapter 1

Maintenance and Support Services
This chapter describes the maintenance and support services provided by
Digital for your system.

1.1 Introduction
Digital's Customer Services organization has the resources to provide
total system support to customers around the world. With more than
29,000 service professionals in over 450 locations worldwide and 14
Customer Support Centers, Customer Services can provide technical
support whenever and wherever you need it.
Through contractual and noncontractual arrangements, Customer Services
offers a wide variety of services that support Digital's hardware, software,
and networks, as well as support services for self-maintenance customers
and for a wide variety of equipment from vendors other than Digital.

1.2 Warranty Services
Digital offers you a choice of two full-year warranties:
•

The List Warranty, which allows the return of your hardware to Digital's
Customer Return Center (CRC)

•

The Standard Warranty, which is a full-support integrated service
covering your hardware and software

The primary features of those warranties are described in the following
sections.

1.2.1 List Warranty
The List Warranty is a 1-year limited warranty that lets you return your
hardware to Digital's Customer Return Center (eRC) for free repair or
replacement of the field-replaceable units (FRUs). A list of FRUs is
available from Digital on request.

To use this service call 1-800-225-5385 from 8:15 A.M. to 7:00 P.M. EST.

Maintenance and Support Services

1-1

1.2.2 Standard Warranty
The Standard Warranty (Warranty E) has the following features.
•

Hardware installation

•

Hardware Basic Service for 1 year, 8:00 A.M. to 5:00 P.M., Monday
through Friday, except locally observed Digital holidays, next-day
response time

•

Telephone assistance for hardware, operating system, and Digital
layered products purchased with Standard Warranty

•

Critical on-site software support

•

The Digital Service Network Link (DSNlink, formerly DSIN)

•

The right to use new versions of software

•

A Product Foundation Warranty for kernel software (operating system,
DECnet, VAXcluster, or Workstation software)

(

The Product Foundation Warranty is described in Digital's U.S. Price List
and Customer Services Price List.

1.2.3 Factory Loaded Software
Factory loaded software (software delivered on a system disk) is provided
as a convenience to you and is not covered by a warranty.
You are solely responsible for completing the installation of factory loaded
software. For that reason Digital encourages you to buy the VMS media and
documentation kit because it includes complete installation instructions.

1.3 Postwarranty (Second Year) Integrated
Hardware and Software Service Agreements
Digital offers you a choice of full or limited integrated support agreements
that combine hardware and software services. The following sections
describe those agreements.
The equivalent Standard Warranty service for your second year, if you did
not purchase an extended warranty, is the Basic System Support 8-ervice
outlined in Section 1.3.5.

1-2 Entry Systems Customer Services

(

1.3.1 DECsystem Support Service 24x7
DECsystem Support Service 24x7 (DSS) integrates Digital's most
comprehensive on-site hardware service with efficient software support.
This is the service you need if you require maximum system performance
and highly responsive answers to software-related questions or problems.
This service features:
•

DECservice hardware on-site service, available 24 hours a day, 7
days a week, including weekends and Digital observed holidays (See
Section 1.4.1 for more information on the DECservice hardware
agreement.)

•

Telephone hardware and software support from the Customer Support
Center, available 24 hours a day, 7 days a week

•

Access to DSNlink (Digital Service Network Link, formerly Digital
Software Information Network), the problem/solution database

•

The right to use new versions of software on your system, as supplied
by Digital

•

Critical on-site software service

1.3.2 DECsystem Support Service 9x5
The features of DEC system Support Service 9x5 (DS9) are the same as those
described in Section 1.3.1, except the coverage is 9 hours a day, Monday
through Friday, excluding weekends and locally observed Digital holidays.

1.3.3 DECservice Node Service 24x7
DECservice Node Service 24x7 (DNS) provides the same on-site hardware
service outlined in Section 1.4.1. Software support, however, is limited to
the right to use new versions of software.

1.3.4 DECservice Node Service 9x5
DECservice Node Service 9x5 (DN9) is the same as DNS in Section 1.3.3,
except the coverage is 9 hours a day, Monday through Friday, excluding
weekends and locally observed Digital holidays.

Maintenance and Support Services

1-3

1.3.5 Basic System Support Service
Basic System Support (BSS) service features a Basic on-site hardware
service agreement integrated with the same software support features
described in Section 1.3.1 for DSS. See Section 1.4.2 for a description of
the on-site hardware services.

1.3.6 Basic Node Service
Basic Node Service (BNS) includes the same Basic on-site service features,
described in Section 1.4.2, integrated with the right to use new versions of
software.

1.4 Hardware Service Agreements
Digital offers you a choice of two hardware on-site agreements:
•

DECservice Agreement

•

Basic Service Agreement

1.4.1 DECservice Ag reement
On-site service agreements are available with coverage from 9 to 24 hours
a day, and up to 7 days a week, including local Digital holidays.
Digital's most comprehensive on-site hardware service includes a written
commitment to respond to your call for service within a specified time
(within 4 hours if your site is within 100 miles of a Digital Customer
Services office). Once a service representative is on site, repairs will
be made quickly and remedial work will continue until your system is
operational again.
Automatic problem escalation is also a part of the DECservice agreement,
drawing on additional backup support as required to achieve timely repairs.
Parts, labor and tools are provided under the DECservice agreement.
Under DECservice, Digital installs the latest engineering modifications
to keep your equipment up to date. In addition, an assigned Customer
Services representative is responsible for your system maintenance and
remedial service.

1.4.2 Basic Service Ag reement
If you do not require a committed response time with continuous remedial
effort, Customer Services offers a hardware-only Basic Service agreement.

1-4

Entry Systems Customer Services

Basic Service provides next-day response and repair effort during coverage
hours. Basic Service also provides problem escalation, parts, labor, tools
and installation of engineering modifications.

1.5 Software Support Agreements
Digital's Software Product Services (SPS) organization provides advisory
support, preventive maintenance, and remedial services to help you before,
during, and after software installation. Those services are available in
startup packages or as part of a software agreement.

1.5.1 Startup Service Packages
Startup Service Packages (SSPs) are designed to complement your system
warranty. SSPs provide startup assistance during software installation and
provide ongoing support during the first year of operation.
Depending on the package that best suits your needs, SSPs include the
following.
•

Startup phase: Software installation, on-site orientation, initial media
and documentation, and educational training

•

Ongoing support:
Media and documentation services, system
management service, and software update installation service

1.5.2 Software Support Service
Software Support Service (SSS) provides ongoing advisory support, which
includes the right to use and copy new versions of Digital operating systems
and new layered software products developed by Digital.
Software Support Service includes the following.
•

Telephone support from the Customer Support Center (CSC), available
24 hours a day, 7 days a week

•

The right to use new versions of software

•

Access to Digital's Service Network Link (DSNlink, formerly DSIN), an
on-line information database

1.5.3 Software Node Service
The Software Node Service (SNS) gives you the right to use new versions
of any applicable kernel software (operating system, DECnet, VAXcluster,
or Workstation software).

Maintenance and Support Services

1-5

This service does not include the Media and Documentation Distribution
Service (MDDS) or the Documentation Update Service.

1.5.4 Supplemental Services
Table 1-1 outlines four value-added services that are available to
complement your warranty package and Software Support Service.

Table 1-1: Supplemental Services
Service

Description

Media and Documentation
Distribution Service (MDDS)

A subscription service to ensure that the latest updates
of media and documentation are shipped directly to your
site. The right to use the update is included in your
warranty. Software Support Service (Section 1.5.2) is
a prerequisite to MDDS. MDDS provides the physical
media containing the service and documentation. The
service includes:
Media updates

Documentation Update Service

•

Documentation updates

•

Technical newsletter, if applicable

For customers who require additional copies of documentation. The service includes:
•

Documentation updates
Technical newsletter, if applicable

System Management Service
(SMS)

A system-level advisory service that provides personalized support and the added expertise of an assigned specialist at the Customer Support Center (CSC). The specialist assists you in the management of your system performance and operation. The service includes:
An assigned software esc specialist

Software performance reporting
•

Problem management

1-6 Entry Systems Customer Services

(
\

Table 1-1 (Cont.): Supplemental Services
Service

Description

Software Update
Installation Service (SUIS)

Assists you with software update installation. A esc
specialist helps you plan for the installation of the update
and then performs the installation at a convenient time
to minimize disruption of your operations. System
Management Service is a prerequisite to SUIS. The
service includes:
•

New version impact planning and analysis

•

Installation of software updates

1.6 Network Services
Digital offers three network-related services:
•

NETplan

•

NETstart

•

NETsupport

1.6.1 NETpian Service
The NETplan service helps you to plan and design a network. Table 1-2
lists the NETplan features.

Table 1-2: NETpian Features
Feature

Description

Requirements analysis

Analyzes your business needs and application requirements and
translates them into network design criteria.

Design analysis

Helps you select a network design based on an analysis of
predicted performance~ communication facilities and their cost~
and the limitations of the network design.

Application design

Helps you specify and design an application that uses your o~
network resources. .

Protocol design

Helps you specify and design network applications for
communication with other vendors~ hardware and software.

Maintenance and Support Services

1-7

Table 1-2 (Cont.): NETpian Features
Feature

Description

Physical design

Helps you plan and design a local area network tailored to suit
your facility.

Planning seminars

Help you determine the appropriate networking strategy for your
specific needs.

1.6.2 NETstart Service
The NETstart service assists you in all network-related implementation
and startup activities. Table 1-3 lists the NETstart features.

Table 1-3: NETstart Features
Feature

Description

Installation management

Provides you with a comprehensive installation plan. This
service is for customers who require professional management
of their data or voice communication network.

Certification

Ensures that your broadband cable facility is maintainable by
Digital Customer Services and that it qualifies for a remedial
maintenance contract.

Startup assistance

Provides you with startup assistance to familiarize users and
network support personnel with the use and operation of the
network.

Application development

Helps you develop and implement a distributed application.

Protocol development

Helps you develop and implement protocol interfaces between
Digital and other vendors' hardware and software.

Startup training

Offers courses that help you design and develop distributed
applications and use the network.

1.6.3 NETsupport Service
The NETsupport service provides network operation assistance and helps
you maintain your network in a multivendor environment. NETsupport
also helps you use Digital's network management products and trains you
to manage, maintain, and troubleshoot your own network. Table 1--4 lists
the NETsupport features.

1-8 Entry Systems Customer Services

(
I

Table 1-4: NETsupport Features
Feature

Description

Maintenance management

Provides you with a single contact from Digital to resolve
all network maintenance issues for Digital and multivendor
networks.

Management tool assistance

Helps you implement Digital's family of network management products and teaches you how to use them in your
network.

Operation training

Offers courses that help you operate and manage your data
communication network.

1.7 Other Support Services
Digital's Customer Services organization strives to provide needed support
services. Some additional services are listed in Table 1-5.

Table 1-5: Other Support Services
Service

Description

Recover Service

An optional enhancement to Digital's system services. It
extends a system service agreement to provide immediate
recovery from loss due to emergency situations such as fire,
flood, and vandalism. Offers the most comprehensive system
insurance, up to and including replacement of the entire
system.

Data Protection Service

Allows you to store data (tapes, disks, microfiche or paper) in
a Digital high-security, fire-rated facility. Includes pickup and
delivery of media.

DECcompatible Service

An optional enhancement to a system support agreement. It
provides coverage for selected products from vendors other than
Digital that are connected to Digital systems or networks.

Maintenance and Support Services

1-9

(

Chapter 2

Self-Maintenance and Support Services
This chapter describes the self-maintenance services provided by Digital
for you, if you choose to maintain your own system.

2.1 Introduction
Digital recognizes that your environment may require you to manage the
remedial aspect of your information system and for that reason offers you
a tailored alternative to the Standard Warranty through the:
•

Digital Assisted Service Program

•

Maintenance Product Recommendation Service

2.1.1 Digital Assisted Service Program
Digital's commitment to self-maintenance customers includes the Digital
Assisted Service Program (DASP), which begins with a contractual
agreement that provides selected products and services under an annuity
payment schedule. Other services can be purchased on an event basis.
DASP can be purchased as a packaged product with:
•

Hardware Diagnostics and Documentation, including print sets, service
manuals, and relevant microfiche

•

A Hardware Diagnostic and Documentation Update Service

•

Access to Digital's Customer Service Centers through 24-hour telephone
support and use of remote diagnostic tools

•

Unlimited use of DECmailer for product repair and Field Change
Orders (FCOs) for all equipment under the DASP agreement

2.1.2 Maintenance Product Recommendation Service
If you choose to maintain your own system, Digital's Maintenance Product
Recommendation Service (MPRS) can recommend the self-maintenance
prod ucts you need to service each unique configuration.

Self-Maintenance and Support Services

2-1

Your customized response from MPRS includes lists of:
•

Spare parts (field-replaceable units, called FRUs) needed for on-site
repair

•

Tools and test equipment necessary to maintain your equipment

•

Preventive maintenance parts (parts that require routine replacement
on a scheduled basis)

•

Hardware documentation for individual options and complete systems

•

Diagnostics to isolate and identify faults

2.2 Part Number Assistance
Part Number Assistance supplies part numbers over the telephone for spare
parts, hardware documentation, and diagnostics. The Self-Maintenance
Services organization has an extensive technical library and a well-trained
staff to assist you in finding the correct part number.

2.3 Maintenance Documentation Service (MDS)
Maintenance Documentation Service (MDS) ensures that your maintenance
documentation is current by providing timely microfiche updates. The
MDS library provides complete, current information on the entire family of
systems and includes the following.
•

Hardware manuals

•

Illustrated part breakdowns (IPBs)

•

Preventive maintenance manuals

•

Diagnostic listings

•

Field change orders (FeOs)

•

DEC-O-LOG (FeO synopses)

2.4 DEC-O-LOG Service
DEC-O-LOG, an MDS component, is a notification service for field change
orders (FeOs). DEC-O-LOG provides synopses of changes to hardware
products that have been manufactured. Feo synopses also contain
information on topics such as problem symptoms, FeO quick check, and
hardware compatibility.

2-2 Entry Systems Customer Services

2.5 Service Mode Diagnostics
Self-Maintenance Services licenses the use of system diagnostics and the
MicroVAX Diagnostic Monitor (MDM).
MDM is a standalone operating system with diagnostic programs. MDM
verifies that your system is operating correctly and tests the system devices.
The objective of diagnostic testing is to isolate a problem to a fieldreplaceable unit (FRU) that can be easily removed and replaced. Service
mode diagnostics can check a device more completely than can the verify
mode tests (MDM) shipped with the system.
System diagnostic kits can be kept up-to-date with the annual Diagnostic
Update Service. Subscribers to that service are automatically sent new or
revised diagnostics on release from Diagnostic Engineering.

2.6 Unlisted Parts Service
You may require parts that are not included on Digital's current price list.
Unlisted Parts Service checks the availability of such parts. When parts
are available, you may receive a quotation of the price and time required
to deliver them.

2.7 Spares Emergency Order Service
The Spares Emergency Order Service, a spare-part order and delivery
service, helps you when your system is down. You can order parts 7 days
a week, 24 hours a day. If the parts are available, they will be shipped to
you on the next working day.
There is a moderate fee associated with that service. You cannot discount
parts ordered through it.

2.8 DECmailer and Emergency Dispatch Service
(U.S. Only)
DECmailer is Digital's fast, reliable, and economical mail-in part
replacement service for customers in the United States. When you mail a
faulty part to Digital, DECmailer Service sends a replacement part within
5 days of receiving the part ..
If you require faster service, DECmailer Emergency Dispatch Service (EDS)
ships replacement parts within 24 hours of your phone call.

Self-Maintenance and Support Services

2-3

2.9 Factory Repair Service (U.S. Only)

Factory Repair (and Same Board Repair) Service provides the same quality
repair service as DECmailer but with an extended turnaround time and a
lower cost. That service is available for all Digital customers in the United
States who maintain their equipment to the module or subassembly level.

If you need assistance, call your local Customer Services office. A service
call will be scheduled and a Digital Customer Services representative
dispatched on a time-and-materials basis.

2.10 Self-Maintenance Information Line (U.S. Only)
The Self-Maintenance Information Line telephone number for the United
States is 1-603-884-5000. The service is available Monday through Friday
from 8:30 A.M. to 5:00 P.M. EST.
The Self-Maintenance Information Line is staffed with people who can help
plan and implement a maintenance program by providing the following
support.
•

Suggestions for planning a maintenance strategy

•

Li terature references

•

Information about any of Digital's self-maintenance programs and
customer support services

2.11 Environmental Products
Self-Maintenance Services also offers environmental products that provide
solutions to power-related problems. You can purchase environmental
products from a Digital sales representative. In the United States you
can order those products through DECdirect at 1-800-344-4825 from 8:30
A.M. to 8:00 P.M. EST.
Table 2-1 lists the environmental products available from Digital.

Table 2-1: Environmental Products
Product

Description

Standby Uninterruptible
Power Supply (SUPS)

Enables a system to continue functioning in a blackout
for a nllnimum of 12 minutes at full load. It provides
transient suppression and power distribution for most system
components.

2-4 Entry Systems Customer Services

Table 2-1 (Cont.): Environmental Products
Product

Description

Constant Voltage
Conditioner (CVC)

Protects equipment from unwanted power disturbances. It
can correct fluctuations in the power line such as sags, surges,
and incoming noise spikes by providing continuous operating
voltage to your system..

Transient Voltage
Surge Suppressor (TVSS)

Protects against high energy transients or sudden electrical
impulses. It is available for power lines, data lines, and power
and data lines. It is compatible with all Digital systems.

2.12 Self-Maintenance Training Service
Educational Services offers up-to-date hardware maintenance training on
your system.
For more information, refer to Chapter 4 of this guide.

Self-Maintenance and Support Services

2-5

Chapter 3

Professional and Consulting Services
This chapter describes the professional and consulting services provided by
Digital for your system.

3.1 Introduction
Digital offers a wide range of services that support system analysis,
software development, and software implementation. Those services begin
with the personal attention of a Digital software consultant and continue
for as long as you own the system.

3.2 Professional Services
Digital's Professional Services organization offers consulting services to
help you analyze, develop, implement, and productively use your Digital
system. Those services provide benefits at all stages of the system life
cycle:
•

Planning and design

•

Development and delivery of solutions

•

Successful system startup

•

User implementation

In addition, Professional Services offers performance monitoring, capacity
planning, and migration and conversion services.
Professional Services' consultants have extensive practical experience
in manufacturing, office automation, information systems, artificial
intelligence, and networks.
The following sections outline Digital'S Professional Services offerings.

Professional and Consulting Services

3-1

3.2.1 Planning and Design Services
Planning and Design Services helps you select the optimal computing
solution by analyzing structure, systems, environment, and cost. Areas
of concentration include long-range growth planning, networks, office
systems, and specific applications.

Table 3-1 lists the programs offered by Planning and Design Services.

Table 3-1: Planning and Design Services Programs
Program.

Description

Network Planning and
Design Services

Help you construct a new network, or reconstruct an
existing one, to meet information flow requirements based
on your business needs, organizational structure, and
operational procedures.

Office Analysis and
Design Services

Provide the critical management analysis and planning
that must precede the implementation of an office
automation system.
A Digital consultant studies how each department in
your organization works and determines the technology
and applications that will service those departments most
effectively.

Artificial Intelligence (AI)
Planning and Design Services

Provide critical data to help you select AI applications that
meet your business objectives, with the highest potential
payoff and the lowest potential risk.

3.2.2 Custom Application Consulting
By working with you to understand and analyze your unique computing
needs and applications, Professional Services provides solutions designed
for specific applications. A large-scale project could result in an entire
turnkey solution. A smaller scale project could mean the building of a new
application or the expansion of an existing one.

3.2.3 DECstart Consulting Services
DECstart Consulting Services offers a structured set of automated system
management tools that can help you use and manage your system more
effectively. DECstart Consulting Services is available for all major Digital
operating systems and networks.

3-2 Entry Systems Customer Services

(

3.2.4 Office Application Support Services
Office Application Support Services provides customized support and
individualized on-site consulting for office staff. That service includes
orientation in the use of office products, support for the transition to
an automated office, consulting on office procedures, and training in
customized applications installed on your system.

3.2.5 Performance and Capacity Planning
Performance and Capacity Planning helps you monitor your system,
evaluate performance, resolve problems, and make recommendations on
how to get the most use from your system capabilities. Specific areas
of focus are system perfonnance monitoring, capacity planning, network
management control, and DECnet monitoring.

Professional and Consulting Services

3-3

(

Chapter 4

Educational Services
This chapter describes the educational services provided by Digital for your
system.

4.1 Introduction
Digital's Educational Services organization offers a wide range of highquality instructional programs and courses. Those programs and courses
enable you to make the most effective use of training funds before, during,
and after your system installation. Comprehensive educational curricula
are available in a selection of course formats:
•

Seminars

•

Instructor-led training

•

Audiovisual courses

•

On-site training

•

Self-paced instruction (SP!)

•

Computer-based instruction (CBI)

You may select the format, program, or delivery mechanism that best
matches your training needs.

4.2 Technical and Management Seminars
Technical and management seminars are designed for data processing
professionals and managers, as well as for nontechnical personnel.
Seminars that enable students to understand data processing and that focus
on the newest technologies can be delivered at your site, at a local Digital
Training Center, or in a hotel conference facility.

Educational Services

4-1

4.3 Instructor-Led Courses
Instructor-led courses provide classroom lectures, combined with hands-on
experience in system or application software, at one of Digital's Training
Centers or at your facility. Students benefit from the expertise and personal
attention of an expert instructor, as well as from classroom interaction with
other course participants.

4.4 Self-Paced Instruction (SPI)
Self-paced instruction (SPI) provides self-contained modular instructional
units, exercises, and texts. The instruction lets students select specific
topics necessary for their job requirements.
SPI course content is often comparable to the content of Digital's instructorled courses. With SPI, however, you can learn at your own site, at your own
pace.

4.5 Interactive Video Information System (IVIS)
The Interactive Video Information System (IVIS) is a powerful integrated
hardware and software training tool. Digital's MS combines the computing
power of the Professional 300-series computers with high-resolution video,
dual-channel audio, sophisticated graphics, and text, resulting in a
versatile, dynamic learning workstation.

4.6 Computer-Based Instruction (CBI)
Computer-based instruction (CBI) provides a series of packaged courses
that allow training to be presented on line, thereby combining study
from text or workbook and interactive dialog with the student's computer.
Students can schedule CBI instruction around their work needs and can
learn at their own pace through convenient magnetic tape or diskette
access.

4-2 Entry Systems Customer Services

(
\-

''i"

4.7 Digital Press
Digital Press publishes books for the computer community, which includes
engineers, computer professionals, and first-time computer users.
Written by authorities and practitioners in the computer field, Digital Press
publications address the interests of computer designers, system managers,
and users, as well as the academic needs of students and instructors.
Digital Press develops books under the following topics.
•

Computer technology

•

Computer management and business applications

•

General applications

•

The history of computing

•

Subjects for first-time computer users

•

Books with specific reference to Digital products

4.8 On-Site Training
Seminars and instructor-led courses can be delivered at your site for your
large-scale and multiuser training needs. On-site instruction provides the
added benefit of allowing users to learn one subject or more, together with
their colleagues, on their own systems.

Educational Services

4-3

(

Chapter 5

Customized Support Services
This chapter describes the basic features of Digital's Customized Support
Services (DCSS), formerly known as Enterprise Services.

5.1 Introduction
To help you meet the challenges of the 1990s, Digital's customized
support services provide single-source accountability worldwide for the
management, administration, and logistics support of your technology
investment. Although there is much talk today of system integration,
Digital believes that support integration is equally necessary and that
support integration means much more than mere fix-it solutions. The
delivery of Digital support integration is based on:
•

Service technology-AI, remote diagnosis, networks

•

Multivendor support-networks, sites and alliances

•

Advanced global logistics

•

Single-point accountability worldwide

Those abilities are the foundation of Digital's service history. Digital now
offers those abilities, as described in the following sections, to you through
its customized support services.

5.2 System and Support Integration
Digital can mobilize its comprehensive service capabilities to help resolve
your business problems. System and support integration is not a product
you can buy. It is an ongoing business relationship achieved through
understanding your business objectives and needs. The following stages
help support your objectives and needs.
•

Planning-how to support your objectives and needs

•

Design-the solutions called for by the plans

•

Implementation of the solutions

•

Management of the end state to ensure performance as planned

Customized Support Services

5-1

5.3 Logistic Support Services
To support your information system infrastructure, Digital offers a portfolio
of support services. The first of those services includes the following
functions.
•

Customized staging

•

Final assembly and test

•

Service part planning and management

•

Warehousing and inventory control

•

Distribution network planning

5.4 Service Project Management
The Digital service portfolio also includes the ability to execute facility and
operation management programs and industry support programs. Service
project management includes but is not limited to:
•

Multisite project rollouts

•

Facility implementation

•

Multivendor complex program management

5.5 Service Administrative Support
Service administrative support answers the following needs.
•

Call management

•

Warranty and contract

•

Revision and configuration

•

End user support

5-2 Entry Systems Customer Services

5.6 Service Management Support
Service management support integrates services from multiple vendors in
support of your primary line of business. Such support includes:
•

Vendor service management

•

Service audit, appraisal, and planning

•

Operational support

•

Multivendor optimization

5.7 Facility Management
Support does not cease with implementation. Rather, the end state must
be managed to ensure that it continues to perform as planned, responsive
to change. Digital's facility management supports that ongoing dynamic by
including:

•
•

Operations
Security

• Administration

•
•
•

Capacity
Contingency
Performance management

For more information on how you can make use of Digital's customized
support services, contact your local Digital Customer Services office.

Customized Support Services

5-3

Index
A
Additional services
See Other services or Supplemental services
Administrative support, service, 5-2
Agreements
Basic Service (hardware), 1-4
DEC service (hardware), 1-4
hardware services, 1-4
software support, 1-5
AI
See Artificial Intelligence
Artificial Intelligence (AI) Planning
and Design Services, 3-2
Assisted Service Program, 2-1

B
Basic Node Service, 1-4
Basic Service agreement (hardware),
1-4
Basic System Support Service, 1-4
BNS
See Basic Node Service
Board repair service
See Factory Repair Service
Books
See Digital Press
BSS
See Basic System Support Service

c
CBI
See Computer-based instruction
Computer-based instruction (CBI),
4-2

Constant Voltage Conditioner (CVC),

2-5
Consulting services
See Professional and consulting
services
Courses
computer-based instruction (CBl),
4-2
instructor-led, 4-2
Interactive Video Information
System (!VIS), 4-2
on-site, 4-3
self-paced instruction (SPI), 4-2
CRC
See Customer Return Center
CSC
See Customer Support Center
Custom application consulting, 3-2
Customer Return Center (CRC), 1-1
Customer Services organization, 1-1
Customer Support Center (CSC),
1-5
Customized support services, 5-1
facility management, 5-3
logistic support services, 5-2
service administrative support,
5-2
service management support, 5-3
service project management, 5-2
system and support integration,
5-1
CVC
See Constant Voltage Conditioner

D
DASP

Index-1

DASP (Cont.)
See Digital Assisted Service
Program
Data Protection Service, 1-9
DCSS
See Customized support services
DEC compatible Service, 1-9
DECmailer and Emergency Dispatch
Service, 2-3
DEC-O-LOG Service, 2-2
DEC service agreement (hardware),
1-4
DEC service Node Service
9x5, 1-3
24x7,1-3
DECstart Consulting Services, 3-2
DEC system Support Service
9x5, 1-3
24x7, 1-3
Diagnostics, service mode, 2-3
Diagnostic Update Service, 2-3
Digital Assisted Service Program,
2-1
Digital Press, 4-3
Digital Service Network Link
(DSNlink), 1-2, 1-3, 1-5
Digital Software Information
Network
See Digital Service Network Link
Distribution service, documentation,

1-6
DN9
See DEC service Node Service, 9x5
DNS
See DEC service Node Service,
24x7
Documentation distribution service,

1-6
Documentation Update Service, 1-6
DS9
See DEC system Support Service,
9x5
DSIN
See Digital Service Network Link
DSNlink

Index-2

DSNlink (Cont.)
See Digital Service Network Link
DSS
See DEC system Support Service,
24x7

E
EDS
See Emergency Dispatch Service
Educational Services, 4-1
computer-based instruction (CBI),
4-2
Digital Press, 4-3
instructor-led courses, 4-2
Interactive Video Information
System (IVIS), 4-2
management seminars, 4-1
on-site training, 4-3
organization, 4-1
overview, 4-1
self-paced instruction (SPI), 4-2
technical and management
seminars, 4-1
Emergency Dispatch Service (EDS),
2-3
Emergency order service, spares,
2-3
Enterprise services
See Customized support services
Environmental products, 2-4

F
Facility management, 5-3
Factory loaded software, 1-2
Factory Repair Service, 2-4
Field replaceable units (FRUs), 1-1
Field Services
See Customer Services
FRUs
See Field-replaceable units

(

Hardware and software service
agreements, 1-2
Hardware services
agreements, 1-4
Basic Service agreement, 1-4
Constant Voltage Conditioner
(CVC),2-5
DECmailer and Emergency
Dispatch Service, 2-3
DEC-O-LOG, 2-2
DEC service agreement, 1-4
diagnostics, service mode, 2-3
Diagnostic Update Service, 2-3
Emergency Dispatch Service, 2-3
environmental products, 2-4
Factory Repair Service, 2-4
Maintenance Documentation
Service (MDS), 2-2
Maintenance Product Recommendation Service (MPRS),
2-1
MicroVAX Diagnostic Monitor
(MDM),2-3
Part Number Assistance, 2-2
parts, unlisted, 2-3
Same Board Repair Service, 2-4
self-maintenance and support,
2-1
Self-Maintenance Information
Line, 2-4
Self-Maintenance Services
organization, 2-2
service mode diagnostics, 2-3
Spares Emergency Order Service,
2-3
Standby Uninterruptible Power
Supply (SUPS), 2-4
training, 4-1
Transient Voltage Surge
Suppressor (TVSS), 2-5
Unlisted Parts Service, 2-3

Information line, self-maintenance,
2-4

Instruction
See Educational Services
Instructor-led courses, 4-2
Integrated hardware and software
service agreements, 1-2
Integration, system and support,
5-1
Interactive Video Information
System (IVIS), 4-2
IVIS
See Interactive Video Information
System

L
List Warranty, 1-1
Logistic support services, 5-2

M
Maintenance and support services,
1-1
agreements, hardware service,
1-4
Basic Node Service, 1-4
Basic Service agreement, 1-4
Basic System Support Service,
1-4
Customer Services organization,
1-1
Customer Support Center (CSC),
1-5
Data Protection Service, 1-9
DEC compatible Service, 1-9
DECservice agreement, 1-4
DECservice Node Service 24x7,
1-3
DEC service Node Service 9x5,
1-3
DEC system Support Service 24x7,
1-3
DEC system Support Service 9x5,
1-3
Digital Service Network Link
(DSNlink), 1-5
Documentation Update Service,

1-6

Index-3

Maintenance and support services
(Cont.)
hardware service agreements,

1-4
List Warranty, 1-1
Media and Documentation
Distribution Service
(MDDS),1-6
NETplan, 1-7
NETstart, 1-8
NETsupport, 1-8
Other services, 1-9
Postwarranty integrated
hardware and software
service agreements, 1-2
Recover Service, 1-9
Software Node Service, 1-5
Software Product Services (SPS)
organization, 1-5
Software support agreements,

1-5
Software Support Service, 1-5
Software Update Installation
Service (SmS), 1-7
Standard Warranty, 1-2
Startup Service Packages (SSPs),

1-5
supplemental services, 1-6
System Management Service
(SMS), 1-6
warranty services, 1-1
Maintenance Documentation Service
(MDS),2-2
Maintenance Product Recommendation Service (MPRS), 2--1
Management, facility, 5-3
Management, service project, 5-2
Management seminars, 4-1
Management service, system, 1-6
Management support, service, 5-3
MDDS
See Media and Documentation
Distribution Service
MDM
See MicroVAX Diagnostic Monitor
MDS

Index-4

MDS (Cont.)
See Maintenance Documentation
Service
Media and Documentation
Distribution Service (MODS),
1-6
MicroVAX Diagnostic Monitor
(MDM),2-3
MPRS
See Maintenance Product
Recommendation Service

N
NETplan service, 1-7
NETstart service, 1-8
NETsupport service, 1-8
Network Planning and Design
Services, 3-2
Network services
NETplan, 1-7
NETs tart, 1-8
NETsupport, 1-8

o
Office Analysis and Design Services,
3-2
Office Application Support Services,
3-3
On-site training, 4-3
Order service, spares, 2-3
Other services
See also Supplemental services
Data Protection, 1-9
DECcompatible, 1-9
Recover, 1-9

p
Part Number Assistance, 2-2
Parts, unlisted, 2-3
Performance and Capacity Planning,
3-3
Postwarranty integrated hardware
and software service
agreements, 1-2

Products, environmental, 2-4
Professional and consulting services,
3-1
Artificial Intelligence (AI)
Planning and Design, 3-2
custom applications, 3-2
DECstart, 3-2
Network Planning and Design,
3-2
Office Analysis and Design, 3-2
Office Application Support, 3-3
overview, 3-1
Perfonnance and Capacity
Planning, 3-3
planning and design, 3-2
Professional Services organization, 3-1
Professional Services organization,
3-1
Project management, service, 5-2
Protection Service
See Data Protection Service

R
Recover Service, 1-9
Repair service, factory, 2-4

s
Same Board Repair Service
See Factory Repair Service
Second-year integrated hardware
and software service
agreements, 1-2
Self-maintenance and support
services, 2-1
Constant Voltage Conditioner
(CVC),2-5
DECmailer and Emergency
Dispatch Service, 2-3
DEC-O-LOG Service, 2-2
diagnostics, service mode, 2-3
Diagnostic Update Service, 2-3
Digital Assisted Service Program,
2-1

Self-maintenance and support
services (Cont.)
Emergency Dispatch Service
(EDS),2-3
environmental products, 2-4
Factory Repair Service, 2-4
infonnation line, 2-4
Maintenance Documentation
Service (MDS), 2-2
Maintenance Product Recommendation Service (MPRS),
2-1
MicroVAX Diagnostic Monitor
(MDM),2-3
Part Number Assistance, 2-2
parts, unlisted, 2-3
Same Board Repair Service, 2-4
Self-Maintenance Services
organization, 2-2
service mode diagnostics, 2-3
Spares Emergency Order Service,
2-3
Standby Uninterruptible Power
Supply (SUPS), 2-4
training, 2-5
Transient Voltage Surge
Suppressor (TVSS), 2-5
Unlisted Parts Service, 2-3
Self-Maintenance Information Line,
2-4
Self-Maintenance Services
organization, 2-2
Self-paced instruction (SPI), 4-2
Seminars
on-site, 4-3
technical and management, 4-1
Service administrative support, 5-2
Service agreements, hardware and
software, 1-2
Service management support, 5-3
Service mode diagnostics, 2-3
Service project management, 5-2
SMS
See System Management Service
SNS
See Software Node Service

Index-5

Software, factory loaded, 1-2
Software and hardware service
agreements, 1-2
Software Node Service, 1-5
Software Product Services (SPS)
organization, 1-5
Software services
consulting, 3-1
overview, 1-5
Software Support Service, 1-5
Startup Service Packages (SSPs),
1-5
training, 4-1
Software support agreements, 1-5
Software Support Service, 1-5
Software Update Installation Service
(SUIS), 1-7
Spares Emergency Order Service,
2-3
SPI
See Self-paced instruction
SPS
See Software Product Services
organization
SSPs
See Startup Service Packages
SSS
See Software Support Service
Standard Warranty, 1-2
Standby Uninterruptible Power
Supply (SUPS), 2-4
Startup Service Packages (SSPs),
1-5
SUIS
See Software Update Installation
Service
Supplemental services
Documentation Update Service,
1~

Media and Documentation
Distribution Service
(MDDS),1-6
Software Update Installation
Service (SUIS), 1-7

Index-6

Supplemental services (Cont.)
System Management Service
(SMS), 1-6
Support and system integration, 5-1
Support services, 1-1, 2-1
customized, 5-1
logistic, 5-2
SUPS
See Standby U ninterruptible
Power Supply
System and support integration, 5-1
System Management Service (SMS),
1-6

T
Technical and management
seminars, 4-1
Training
See Educational services
Transient Voltage Surge Suppressor
(TVSS),2-5
TVSS
See Transient Voltage Surge
Suppressor

u
Unlisted Parts Service, 2-3
Update service
documentation, 1-6
software, 1-7

v
Video instruction
See Interactive Video Information
System

w
Warranty', software supplemental
services, 1-6
Warranty E
See Standard Warranty
Warranty services, 1-1
List Warranty, 1-1
Standard Warranty, 1-2

(

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