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Document:	MicroVAX Customer Services
Order Number:	EK-238AA-MS
Revision:	1
Pages:	40
Original Filename:

OCR Text

dlijgitlall

MicroVAX Customer
Services
Order Number EK-238AA-MS-001

digital equipment corporation
maynard, massachusetts

July 1988

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.

The READER’S COMMENTS form on the last page of this document requests the user’s critical evaluation to
assist in preparing future documentation.
The following are trademarks of Digital Equipment Corporation:

COMPACTape

MASSBUS

DEC

MicroVAX

ThinWire

DECdirect

NETplan

ULTRIX

DECmate

NETsupport

UNIBUS

DECnet

PDP

VAX

DECstart

P/OS

VAXcluster

DECUS

Professional

VAXELN

DECwriter

Q-bus

VMS

DELNI

Rainbow

DEQNA

Recover-all

Work Processor

DESTA

RSTS

dlilgli|tall

The following are service marks of Digital Equipment Corporation:

BASIC Service
DECmailer

DECservice
DECsupport
ML-5925

Contents
Preface

vii

Chapter 1

Integrated Hardware/Software Service Agreements for
MicroVAX Customers . . . . ... ...

... iy

1.1.1

System Support Plus . . . ........
... ... .. .. ... ..

1.1.2

DIGITAL System Support . . . ...................

1.1.3

Basic System Support.

1.14

DECservice Node Service . .. ...................

1.1.5

Basic Node Service

... . .o oo

.. ............. [P

Hardware Service Agreements for MicroVAX Customers . . . .

1.2.1

DECservice (Hardware Only) . . . .. ...............

1.2.2

Basic Service (Hardware Only) . . . . .. .. ... ... ... ...

Software Service Agreements for MicroVAX Customers . . . . .

DIGITAL’s Software Information Network (DSIN)

1.3.3.5

Software Media and Documentation Updates . . . . . . . .
Technical Newsletters . . . . .. .......
... ... ...,
Installation Service.

1.3.4.2

DECstart Service . . . . ...... ...

. . ... .... ... ... .

. ... .

O
O

pmed

1.3.4.1

OO0

A-La-Carte Options for Single and Multiple Systems
o,

1.3.4

1.3.3.6

1.3.3.4

. ..............

. . ... .......
.. ... ... .
..

Telephone Support

Critical On-site Remedial Service

1.3.3.3

|
I

1.3.3.2

Installation of Updates . ... ..................

Service Agreement Components . . . .. .............

1.3.3.1

1.3.3

Self-Maintenance Service for Software . ... ........

el femd

Basic Service (Software Only) . . . .. .............

1.3.2.3

1.3.2.2

...

DECsupport Service (Software Only) . . ... ........

peed

Software Service Agreements . . . . ... .. ... ... .

1.3.2.1

1.3.2

fed

.. ..............
... ...

Software Startup Packages

1.3.1

OO0

1.3

pemd

1.2

. . . ...

1.1

Maintenance and Support Services

1.3.4.3

Software Product Updates . . .. ... .............

1.3.5

Supplemental Software Product Services

.........S

1.3.5.1

Layered Software Product Support

1.3.5.2

Media and Documentation Distribution Service

1.3.5.3

Software Update Installation Service

1.4

1-9

. ............. 19
. ... ..

1-9

. ............

1-9

Network Services . . .. ... ...,

1-9

1.4.1

NETplan Service . . . . ... .....................

1-9

1.4.2

NETstart Service . . . . .. ... ... ... ... ... . . . .....

1-10

1.4.3

NETsupport Service . . . ... ....................

1-10

1.5

Other Field Services

. . . ... ....... ... ...

..., ...

1-11

.. . .. ...

1-11

1.5.1

Recover-all

1.5.2

Media Maintenance Services

. ...................

1-11

1.5.3

Data Protection Service

. ... ...................

1-11

1.5.4

DECcompatible Service

. ......................

1-11

Chapter 2
2.1
2.1.1

. ...... ... ...

... . . ...

Professional and Consulting Services

Professional Services . . . ... .....
... . . ...
. . .. ...
Planning and Design Services

. ..................

2.1.2

Custom Applications Consulting and Projects

2.1.3

DECstart Consulting Services.

2-1
2-1

. .. ... ...

2-2

. . ... ..............

2-2

2.14

Office Application Support Services

. ..............

2-2

2.1.5

Performance and Capacity Planning

. ..............

2-2

2.1.6

Migration and Conversion Services . . . ... ..........

2-3

Chapter 3

Educational Services

3.1

Technical and Management Seminars . ...............

3.2

Instructor-Led Courses . . . . .............. e
e e

3-1

3.3

Self-Paced Instruction (SPI)

3-1

3.4

Computer-Based Instruction (CBI)

..................

3-2

3.5

Interactive Video Information System (IVIS) . . . .........

3-2

3.6

Digital Press

3.7

OnSSiteTraining

. .....................

. ... ..... ... . ... .. . . .. ...

. . .. ......
. ...
.....
.. . ... ....

3-1

3-2

Chapter 4

Self-Maintenance and Support Services

4.1

Maintenance Product Recommendation Service (MP‘RS) Ce

4-1

4.2

Part Number Assistance . . . . ... ..........
.. .. ...,

4-1

4.3

Maintenance Documentation Service (MDS) . . ... .....
.

4-2

DEC-O-LOG

.. ... . .. . e

4-2

4.5

Service Diagnostics for the MicroVAX . . . . ............

4-2

4.6

Diagnostic Update Service

4-3

4.7

Unlisted Parts Service . ... .. e

e e

4-3

4.8

Spares Emergency Order Service

. ... ...............

4-3

4.9

DECmailer and Emergency Dispatch Service (Available U.S.
Only) . . . . oo

4-3

4.10

Factory Repair Service (Available US. Only)

4-3

4.11

Self-Maintenance Information Line (Available US. Only)

4.12

Environmental Products . . . ... ...

. . .....................

... .....
...
...

4-3

... ... ... .. . ...

4-4

4.12.1

Standby Uninterruptible Power Supply (SUPS) ... ... ..

4-4

4.12.2

Constant Voltage Conditioner (CVC) . . ... .......
...

4-4

Transient Voltage Surge Suppressor (TVSS)

. .........

4-4

Self-Maintenance Training Service . ... ..............

4-4

4.12.3
4.13

Index

Tables
1-1

Software Service Options . . . .. ...... ... ..........

1-7

Preface
This guide describes the hardware, software, consulting, educational, and

self-maintenance services provided by DIGITAL for MicroVAX systems. To
find out more about these services, contact your sales representative, or dial
DECdirect in the U.S. at 1-800-DIGITAL.
This guide contains four chapters. Depending on the type of service you are
interested in, refer to that chapter for more information.
*

Chapter 1 describes hardware/software support services and contracts.

®*

Chapter 2 describes professional and consulting services.

Chapter 3 describes educational services.

Chapter 4 describes self-maintenance services.

vii

‘

Chapter

Maintenance and Support Services
DIGITAL'’s Field Service organization supports customers in over 550 locations
Each Field Service location has the resources to provide
worldwide.
materials and technical support whenever needed. These resources include
parts inventories, a computerized logistics network, and a team of support
specialists at district, area, and headquarters levels.

Field Service offers a wide variety of services, supporting hardware and
software through both contract and noncontract arrangements. Three types
of maintenance and support service agreements are available:
e

Integrated hardware/software

Hardware

Software

In addition, DIGITAL’s Field Service organization offers network services.
Depending on where your interests lie, DIGITAL has the right service for
you.

1.1 Integrated Hardware/Software Service
Agreements for MicroVAX Customers
DIGITAL offers three agreements that combine hardware and software service
components:

System Support Plus

DIGITAL System Support

Basic System Support

Any one of the above integrated system agreements is recommended when
the MicroVAX product is used in a standalone application, as a boot node in a
Local Area VAX cluster (LAVc), or as a fileserver in an ULTRIX environment.

Maintenance and Support Services

1-—1

1.1.1

System Support Plus

System Support Plus offers the most comprehensive integrated service for
MicroVAX products.

The features of System Support Plus are:
DECservice hardware on-site service, 24 hours a day, 7 days a week.

See Section 1.2.1 for more information about the DECservice hardware
agreement.

Telephone support from the Customer Support Center, including coverage
of hardware, operating system, DECnet and LAVc software — 24 hours
a day, 7 days a week.
An assigned account specialist at the Customer Support Center.
Access to the problem/solution data base,

DSIN (DIGITAL Software

Information Network).
Right to use/copy software updates —

this

service

enables

you

use operating system software updates on additional systems without

purchasing multiple media updates and documentation services.

Critical on-site remedial service.

Performance reporting — periodic discussion and status review of system
performance by a System Management Service specialist.

1 .1.2 DIGITAL System Support
DIGITAL System Support provides ideal integrated service for MicroVAX
products: full on-site hardware service and advisory software support.

The features of DIGITAL System Support are:
DECservice hardware on-site service, 16 hours a day, Monday through

Friday.

See Section 1.2.1 for more information about the DECservice

hardware agreement.
Telephone support from the Customer Support Center, including coverage

of hardware, operating system, DECnet and LAVc software — 24 hours
a day, 7 days a week.
Access

the

problem/solution

Information Network).

1—2

MicroVAX Services

database,

DSIN

(DIGITAL

Software

Right to use/copy software updates — this service enables you to
use operating system software updates on additional systems without
purchasing multiple media updates and documentation services.

(Critical on-site remedial service.

1.1.3 Basic System Support
An integrated basic service, Basic System Support, is also available for
Basic System Support is the same as DIGITAL
MicroVAX products.
that it features Basic Service hardware service.
except
System Support
information about the Basic Service hardware
more
for
1.2.2
See Section
agreement.

1.1.4 DECservice Node Service
DECservice Node Service, an integrated service agreement, is appropriate
when MicroVAX products are used as satellite nodes in a LAVc or as a client
node in an ULTRIX/NFS environment. If you have DECservice Node Service,
you must have one of the preceding system services (System Support Plus,
DIGITAL System Support, or Basic System Support) on your boot node or
fileserver.

DECservice Node Service consists of:

DECservice hardware on-site agreement from 8 to 24 hours a day, and
up to 7 days a week. See Section 1.2.1 for more details.

Right to use/copy software updates, described under the section on
DECservice System Service.

1.1.5 Basic Node Service
Basic Node Service, an integrated basic service, is also available for MicroVAX
products. Basic Node Service offers the same services as DECservice Node
Service, except that it features the Basic Service hardware agreement. See
Section 1.2.2 for more details.

1.2 Hardware Service Agreements for MicroVAX
Customers
For MicroVAX customers, DIGITAL offers two hardware on-site agreements:
e

DECservice

PBasic Service

Maintenance and Support Services

1-3

1.2.1

DECservice (Hardware Only)

On-site service agreements are available with coverage from 8 to 24 hours
a day, and up to 7 days a week.

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 Field Service office.

Once a service representative is on-site,

repairs are made quickly and remedial work continues until your system

is operational again.

Automatic “problem escalation” is also a part of the

DECservice Agreement, drawing upon additional backup support as required

to achieve timely repairs.
Parts, labor, and tools are provided under the DECservice agreement. Under

this agreement, DIGITAL installs the latest engineering modifications to keep
equipment up-to-date.

In addition, an assigned Field Service representative

is responsible for your system’s maintenance and remedial service.

1.2.2 Basic Service (Hardware Only)
If you do not require a fixed response time and continuous remedial efforts,
Field Service offers a Basic Service agreement.

Basic Service provides nextday response and repair effort during coverage hours (8:00 A.M. through
5:00 P.M., Monday through Friday).

escalation, labor,

materials,

Basic Service also provides problem

installation of engineering modifications,

and

assigned service representatives.

1.3 Software Service Agreements for MicroVAX
Customers
DIGITAL’s Software Product Services (SPS) organization provides advisory,
preventive maintenance, and remedial service to help you before, during, and

after software installation.
SPS offers several levels of support. For customers purchasing new systems,
software startup packages include ongoing support that offers the opportunity
to keep software up-to-date and running smoothly, while making the most
productive use of your technical staff.
For customers purchasing additional systems, Software Product Services offers

contracts and add-on services.

SPS also has special services for multiple

systems, products sold through OEMs and distributors, and small business

applications.

1—4

MicroVAX Services

1.3.1

Software Startup Packages

Software startup packages provide customers with the support necessary to
successfully install, operate,

and maintain software during the first year.

DIGITAL offers three comprehensive startup packages.

These packages are

priced at the system level; that is, they cover all eligible DIGITAL licensed

software operating on a particular system at no additional charge.

Startup Package I
Startup Package III provides technical assistance and training to get system
users off to quick and productive starts. It contains a comprehensive full year
of service support for operating systems and their dependent software.
Package III includes the following:

Software
Section

Product
1.3.2.1

Services

DECsupport

Service

Agreement.!

See

for more information about the DECsupport software

service agreement.

Initial media and documentation for operating system and dependent

software.!
*

Training.

DECstart. See Section 1.3.4.2 for more information about DECstart.

Installation of operating system and designated dependent software.

Startup Package Il
Startup Package II is appropriate for a technical staff that has the resources to
support the new system, after DIGITAL has installed the product and trained

the staff.
Package II includes the following:

Software Product Services Basic Service agreement.! See Section 1.3.2.2
for more information about the Basic software service agreement.

Initial media and documentation for operating system and dependent

software.’
*

Training.

DECstart. See Section 1.3.4.2 for more information about DECstart.

Installation of operating system and designated dependent software.

1 This covers eligible products only.

Maintenance and Support Services

1-—5

Startup Package |
Startup Package I is appropriate for a technical staff that requires minimal
training and has the resources and skill to install and support the new system.
DIGITAL provides telephone advisory support and media updates to maintain

the software at its most current level.
Package I includes the following:

Software Product Services Basic Service Agreement.! See Section 1.3.2.2
for more information about the Basic software service agreement.

Initial media and documentation for operating system and dependent

software.!
*

Training.

1.3.2 Software Service Agreements
DIGITAL offers three types of software service agreements that provide
ongoing support:

DECsupport

®*

Basic

Self-Maintenance

Table 1-1 lists the services provided by the three options.

1.3.2.1

DECsupport Service (Software Only)

DECsupport Service offers the most complete software service. DECsupport

includes routine software maintenance, installation of updates, and on-site
assistance when required.

1.3.2.2 Basic Service (Software Only)
Basic

Service

offers

responsive

answers

questions

problems

your

technical staff may have when maintaining your systems.

1.3.2.3 Self-Maintenance Service for Software
Self-Maintenance Service offers software and documentation updates, as well
as technical bulletins.

1 This covers eligible products only.

1—6

MicroVAX Services

Table 1-1:

Software Service Options

DECsupport

Basic

Self—Maintehance

Installation of updates
Preventive maintenance

Critical on-site reme-

dial support

Telephone support

DIGITAL's

Software

Information Network

Software

media

and

media

and

Software media

and documenta-

documentation updates

tion updates

Technical newsletter

1.3.3 Service Agreement Components
The following sections offer more information about DECsupport, Basic, and
Self-Maintenance service agreements.

1.3.3.1

Installation of Updates

This service includes installation by a DIGITAL service representative of new
software releases and interim updates for all operating systems and dependent
products under contract. Software may be installed over a network by a
Customer Support Center specialist or it may be installed on-site by a local
specialist.

Installation over the network includes fast installation, pretested to your
unique system configuration, and held at a time convenient to you. This type
of installation is available on applicable products and scheduling is subject
to the approval of the Customer Support Center (CSC). On-site installations
are arranged at your request.

1.3.3.2 Critical On-site Remedial Service
Remedial support includes remote diagnostics, fault isolation, and correction
of problems by installing solutions or workarounds. On-site remedial support
is available during contracted hours of coverage for problems that cannot be
resolved by telephone, and that, by mutual agreement, are critical.

Maintenance and Support Services

1—7

1.3.3.3 Telephone Support
Advisory and remedial assistance is provided by DIGITAL’s Customer Support

Centers, 24 hours a day, 7 days a week, for most DIGITAL operating systems.

1.3.3.4 DIGITAL’'s Software Information Network (DSIN)
You may access this easy-to-use service database for software information.
Flash messages alert you to any serious software problems and their solutions.

1.3.3.5 Software Media and Documentation Updates
You automatically receive new software releases and interim updates with
corresponding

documentation

for

any

operating

system

and

dependent

software under contract.

1.3.3.6 Technical Newsletters
Technical newsletters and dispatches contain information about new software

developments and enhancements, programming notes, and documentation
updates.

1.3.4 A-La-Carte Options for Single and Multiple

Systems
The

following supplementary options may be ordered separately.

The

availability of these options varies by country. Contact the nearest DIGITAL
sales or service office for information on availability.

1.3.4.1

Installation Service

The purchase of installation as a separate service is appropriate when there
is no need to purchase a Startup Package, or there is a need to have add-on

software installed.

Installation Service ensures that customers receive all of

the proper materials and that the system generation process for the operating
system and/or dependent software is completed.

1.3.4.2 DECstart Service
DECstart Service assures an efficient startup of a new software application.
With DECstart,

a DIGITAL professional provides the following assistance:

[Installs the software

Familiarizes staff with the software

Explains the software’s features, functionality, operation, and ongoing
management

1—8

MicroVAX Services

For maximum productivity and cost-effectiveness, DECstart should be part of
a Startup Package. However, it is available as a standalone service.
1.3.4.3 Software Product Updates

A Software Product Update (H kit) provides the most current release of a
software product, including documentation, for those who do not have SPS
service or standalone update service.

1.3.5 Supplemental Software Product Services
DIGITAL offers the following supplemental services to customers with System
Support Plus, DIGITAL System Support, or Basic System Support agreements.
(See Section 1.1.)

1.3.5.1

Layered Software Product Support

Layered Software Product Support extends the features of system support to
layered products.

1.3.5.2 Media and Documentation Distribution Service
For customers with Layered Software Product Support (or under a one-

year integrated warranty), this service provides distribution of media and
documentation.

1.3.5.3 Software Update Installation Service
Software Update Installation Service is for customers who want DIGITAL to
install software updates. With this service, DIGITAL also provides update
impact planning and analysis.

1.4 Network Services
DIGITAL offers three network-related services:

NETplan,

NETstart,

and

NETsupport.

1.4.1

NETplan Service

NETplan Service helps you plan and design a network through the following
features:

NETplan

Requirements Analysis analyzes your business needs and
application requirements and translates them into network design criteria.

NETplan/Design Analysis helps you select a network design based on
analysis of predicted performance, communications facilities and their
cost, and the limitations of the network design.

Maintenance and Support Services

1—9

NETplan/Application Design helps you specify and design an application

that uses your own network resources.
*

NETplan

Protocol

applications

for

Design

helps

communication

you

specify

with

other

and

design

vendors’

software.
*

network

hardware

and

NETplan/Physical Design helps you plan and design a local area network
tailored to suit your facility.

NETplan/Planning

Seminars

help

you

determine

the

appropriate

networking strategy for your specific needs.

1.4.2 NETstart Service
NETstart Service assists you in all network-related implementation and startup
activities. NETstart offers the following features:
*

NETstart/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.
e

NETstart/Certification

ensures

that

your

broadband

cable

facility

maintainable by DIGITAL Field Service and that it qualifies for a remedial
maintenance contract.

NETstart/Startup

Assistance

familiarize

and

users

provides

network

you

support

with

startup

personnel

with

assistance

the

use

and

operation of the network.
*

NETstart/Application Development helps you develop and implement a
distributed application.

NETstart/Protocol

Development

helps

you

develop

and

implement

protocol interfaces between DIGITAL and other vendors” hardware and

software.
*

NETstart/Startup

Training

offers

courses

that

help

you

design

and

develop distributed applications, and use the network.

1.4.3 NETsupport Service
NETsupport Service provides network operations assistance and helps you

maintain your network in a multivendor environment. NETsupport also

1—10

MicroVAX Services

helps you use DIGITAL’s network management products and trains you to
manage, maintain, and troubleshoot your own network. NETsupport provides
the following features:

NETsupport/Maintenance

Management

provides

you

with

single

contact from DIGITAL to resolve all network maintenance issues for
DIGITAL and multivendor networks.

NETsupport/Management

Tools

Assistance

helps

you

implement

DIGITAL’s family of network management products and teaches you
how to use and operate them in your network.

NETsupport/Operations Training offers courses that help you operate
and manage your data communication network.

1.5 Other Field Services
DIGITAL Field Service offers several miscellaneous services.

1.5.1

Recover-all

This service is an optional

enhancement to DIGITAL’s system services.

Recover-all extends a system service agreement to provide immediate recovery

from loss due to emergency situations, such as fire, flood, and vandalism.
This service offers the most comprehensive system insurance, up to and
including replacement of the entire system.

1.5.2 Media Maintenance Services
This service provides regularly scheduled, twice yearly inspection and cleaning
of disk media.

1.5.3 Data Protection Service
This service allows you to store data (tapes, disks, microfiche, or paper)
in a DIGITAL owned and operated, high-security, fire-rated facility.

Data

Protection Service includes both pick-up and delivery of media.

1.5.4 DECcompatible Service
This service is an optional enhancement to a system support agreement.

DECcompatible Service provides coverage to selected non-DIGITAL products
connected to DIGITAL systems or networks.

Maintenance and Support Services

1—11

Chapter 2

Professional and Consulting
Services
DIGITAL offers a wide range of services that support system analysis, software
development, and software implementation.

These services start with the

personal attention of a DIGITAL software consultant and continue for as long
as you own the system.

2.1

Professional Services

DIGITAL’s Professional Services organization offers a full range of consulting

services to help you analyze, develop, implement, and productively use your
DIGITAL computer system. These services provide benefits at all stages of a

system’s lifecycle: from planning and design, to the development and delivery
of solutions, through a successful system startup and user implementation.
In addition, Professional Services offers performance monitoring, capacity

planning, and migration and conversion services.
Professional

Services”

consultants

have

extensive

practical

experience

manufacturing, office automation, information systems, artificial intelligence,
and

networks.

The

following

sections

describe

DIGITAL’s

Professional

Services offerings.

2.1.1
By

Planning and Design Services

analyzing

structure,

systems,

environment,

and

cost,

Planning

Design Services helps you select the optimal computing solution.

and

Areas of

concentration include: long-range growth planning, networks, office systems,

and specific applications.
Planning and Design Services offers the following programs:
*

Network

Planning

network,

requirements

and

Design

Services

reconstruct

based

business

existing

one,

needs,

helps

you

construct

new

meet

information

flow

organization

structure,

and

Professional and Consulting Services

2—1

operational procedures.

Office Analysis and Design Services provides critical management analysis
and planning tasks that must precede implementing an office automation
system.

A DIGITAL consultant studies how each department in the

organization works, and determines the technology and applications that

will service these departments most effectively.

Artificial Intelligence Planning and Design Services provides critical data
to help select Al applications that meet business objectives with the
highest potential payoff and the lowest potential risks.

2.1.2 Custom Applications Consulting and Projects
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.

2.1.3 DECstart Consulting Services
DECstart Consulting Services offers a structured set of automated system
tools that can help you use and manage a system more

management

effectively. DECstart Consulting Services is available for all major DIGITAL
operating systems and networks.

2.1.4 Office Application Support Services
Office

Application

Support

Services

provides

individualized on-site consulting for office staff.

customized

support

and

This includes orientation

in the use of office products, support for the transition to an automated
office, office procedures consulting, and training on customized applications
installed on your systems.

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

2—2

MicroVAX Services

2.1.6 Migration and Conversion Services
RPG Migration Assistance Services assists in the organization,

planning,

and implementation of the conversion of RPG source programs, data files,
and command procedures from IBM System/3, System/34, or System/36
environments to the DIGITAL VAX environment.

Conversion services enable you to move from one operating system to
another, or from other vendors’ software to DIGITAL'’s software.

Professional and Consulting Services

2—3

‘

Chapter

Educational Services
DIGITAL’s Educational Services organization offers a wide range of highquality instructional programs and courses, enabling you to make the most

effective use of training funds before, during, and after your systems are
installed. Comprehensive educational curricula are available in a selection of
course formats: seminars, instructor-led training, audiovisual courses, on-site
training, self-paced instruction (SPI), and computer-based instruction (CBI).
You may select the format, program, or delivery mechanism that best matches
your training needs.

3.1 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.

3.2 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 on-site 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.

3.3 Self-Paced Instruction (SPI)
Self-paced instruction provides self-contained modular instructional units,
exercises, and texts, enabling students to select specific topics necessary for

their job requirements. SPI course content is often comparable to the content

of DIGITAL's instructor-led courses.

With SPI, however, you can learn at

your own site, at your own pace.

Educational Services

3—1

3.4 Computer-Based Instruction (CBI)
Computer-based instruction provides a series of “packaged courses” that allow

training to be presented on-line, combining study from text or workbook and
interactive dialog with the student’s computer. Students can learn at their own
pace, scheduling CBI instruction around work needs, and can conveniently
access these courses, which are provided on magnetic tape or on diskette.

3.5 Interactive Video Information System (IVIS)
Interactive Video Information System (IVIS) is a powerful, integrated
hardware and software training tool. DIGITAL’s IVIS combines the computing
power of the Professional 300-Series computer with high-resolution video,
dual-channel audio, sophisticated graphics, and text, resulting in a versatile,
dynamic learning workstation.

3.6 Digital Press
Digital Press publishes books for the computer community, including
engineers, computer professionals, and first-time computer users. Written
by authorities and practitioners in the computer field, these 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 in computer technology, computer management and business
applications, general applications, the history of computing, subjects for firsttime computer users, and books with specific reference to DIGITAL products.

3.7 On-Site Training
Seminars and instructor-led courses can be delivered at customer sites,
particularly for customers with 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 system.

3—2

MicroVAX Services

Chapter 4

Self-Maintenance and Support

Services
For those MicroVAX customers who choose to maintain their own system,

Self-Maintenance Services provides the following comprehensive menu of
spare parts and services.

4.1

Maintenance Product Recommendation

Service (MPRS)
Deciding which products are needed to service equipment can be a complex

and confusing task.

DIGITAL’s Maintenance Products Recommendation

Service recommends the self-maintenance products needed to service each
unique configuration.
Your customized response from MPRS will include a list of:

Spare parts (Field Replaceable Units (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 with a MicroVAX

4.2 Part Number Assistance
Part Number Assistance can supply part numbers over the telephone for spare
parts, hardware documentation, diagnostics, and customer repair service.

Self-Maintenance and Support Services

4—1

4.3 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 MicroVAX systems and includes the following;:
*

Hardware manuals

Jllustrated parts breakdowns

Revision matrix

Preventive maintenance manuals

Diagnostic listings

DEC-O-LOG (FCO synopsis)

Field Change Orders (FCOs)

4.4 DEC-0-LOG
DEC-0O-LOG, an MDS component, is a field change order (FCO) notification

service. DEC-O-LOG provides a synopsis of changes to hardware products
that have already been manufactured.

Field change order synopses also

contain information on topics such as problem symptoms, FCO quick check,
and hardware compatibility.

4.5 Service Diagnostics for the MicroVAX
Self-Maintenance Services licenses the use of MicroVAX diagnostics and the
MicroVAX Diagnostic Monitor (MDM).

The MicroVAX Diagnostic Monitor is a standalone operating system with

diagnostic programs.

MDM verifies that the MicroVAX system is operating

correctly and tests the system’s devices. The objective of diagnostic testing is

to isolate a problem to a field-replaceable unit (FRU) that can be easily
removed and repaired.

Service mode

diagnostics

check a

device more

completely than the verify mode tests (MDM) that are shipped with the
system.

4—2

MicroVAX Services

4.6 Diagnostic Update Service
MicroVAX diagnostic kits can be kept up-to-date with an annual Diagnostic

Update Service.

Subscribers to this service are automatically sent new or

revised diagnostics upon release from Diagnostic Engineering.

4.7 Unlisted Parts Service
Unlisted Parts Service checks the availability and price of an unlisted spare
part.

4.8 Spares Emergency Order Service
Spares Emergency Order Service allows you to order a spare part 24 hours a
day, 7 days a week.

4.9 DECmailer and Emergency Dispatch Service
(Available U.S. Only)
DECmailer

DIGITAL’s

replacement service.

fast,

reliable,

and

economical

mail-in

parts

When you have a faulty part, mail the part in, and

DECmailer Service will send you a replacement part within five days of
receiving the faulty part.
If you require faster service, DECmailer Emergency Dispatch Service (EDS)

will ship replacement parts within 24 hours of your phone call.

4.10 Factory Repair Service (Available 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. This program is available for all DIGITAL customers who maintain
their equipment to the module or subassembly level.

4.11

Self-Maintenance Information Line

(Available U.S. Only)
The

Self-Maintenance

Information

Line

staffed

with

knowledgeable

personnel who can help plan and implement a maintenance program.

The

Self-Maintenance Information Line provides the following;:
*

Suggestions for planning a maintenance strategy

Self-Maintenance and Support Services

4—3

Literature references

Information about any of DIGITAL’s self-maintenance programs and
customer support services

4.12 Environmental Products
Self-Maintenance

Services

offers

environmental products

that provide

solutions to power-related problems.

The following environmental products are available from DIGITAL.

4.12.1 Standby Uninterruptible Power Supply (SUPS)
Standby Uninterruptible Power Supply (SUPS) enables a system to continue
functioning in a blackout for a minimum of twelve minutes at full load.
SUPS provides transient suppression and power distribution for all MicroVAX
components.

4.12.2 Constant Voltage Conditioner (CVC)
Constant Voltage Conditioner (CVC) protects equipment from unwanted
power disturbances. Constant Voltage Conditioner can correct fluctuations in
the power line such as sags, surges, and incoming noise spikes by providing
continuous operating voltage to a system.

4.12.3 Transient Voltage Surge Suppressor (TVSS)
Transient Voltage Surge Suppressor (TVSS) protects against high energy
transient or sudden electrical impulses. TVSS is available in power line, data
line, and combination power/data line. This product is compatible with all
DIGITAL systems.

4.13 Self-Maintenance Training Service
Educational Services offers up-to-date hardware maintenance training on all
MicroVAX systems.

For more information, refer to Chapter 3 of this guide.

4—-4

MicroVAX Services

Index
H
Basic Node Service, 1-3

Hardware services

Basic Service

Basic Service, 1-4

hardware, 1-4

DECservice, 1-4

software, 1-6

educational, 3-1

Basic System Support, 1-3

integrated with software, 1-1

self-maintenance, 4-1

C
Consulting services

Custom Applications, 2-2

Integrated hardware /software services

DECstart, 2-2

Basic System Support, 1-3

Planning and Design, 2-1

DECservice Node Service, 1-3

Custom Applications Consulting and

DIGITAL System Support, 1-2

Projects, 2-2

System Support Plus, 1-2

DECmailer and Emergency Dispatch

Maintenance Documentation Service,

Service, 4-3
DEC-0O-LOG, 4-2

4-2

Maintenance Product Recommenda-

DECservice

hardware, 1-4
DECservice Node Service, 1-3
DECsupport Service

software, 1-6

tion Service, 4-1

N
Network service
NETplan Service, 1-9

Diagnostic Update Service, 4-3

NETstart Service, 1-10

Digital Press, 3-2
DIGITAL System Support, 1-2

E
Educational Services, 3-1
Environmental products, 4-4

NETsupport Service, 1-10

Network services, 1-9
P

Part Number Assistance, 4-1
Planning and Design Services, 2-1

Factory Repair Service, 4-3

Index—1

supplemental, 1-9

Software Startup Packages, 1-5

Self-Maintenance Information Line,

Startup Package I, 1-6

Startup Package II, 1-5

4-3

Service Diagnostics, 4-2
Software services
components of, 1-7

consulting, 2-1
educational, 3-1
integrated with hardware, 1-1
ongoing support packages, 1-6

startup packages, 1-5

Index—2

Startup Package III, 1-5
Spares Emergency Order Service, 4-3
System Support Plus, 1-2

U
Unlisted Parts Service, 4-3

HOW TO ORDER

ADDITIONAL DOCUMENTATION

From

Call

Write

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603-884-6660

or New Hampshire

Digital Equipment Corporation
P.O. Box C52008

Rest of U.S.A.

800-258-1710

Nashua, NH 03061

and Puerto Rico*

* Prepaid orders from Puerto Rico must be placed with DIGITAL’s local subsidiary
(809-754-7575)

Canada

800-267-6219

(for software

documentation)

Digital Equipment of Canada Ltd.

100 Herzberg Road
Kanata, Ontario, Canada K2K 2A6

613-592-5111

Attn: Direct Order desk

(for hardware
documentation)

Internal orders

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Software Distribution Center (SDC)

(for software

Digital Equipment Corporation

documentation)

Westminster, MA 01473

Internal orders

617-234-4323

Publishing & Circulation Serv. (P&CS)

(for hardware

NRO03-1/W3

documentation)

Digital Equipment Corporation
Northboro, MA 01532

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