1. Applicable Product
The service covers the devices produced by xFusion and the third party products resold by xFusion.
2. Service Description
xFusion key event support service aims to help customers safely cope with key events such as the Olympic Games, World Cup, summits, holidays, and shopping carnivals and ensure the stable operation of their systems. The service includes prevention beforehand, support during the event, and summary afterwards.
3. Service Content
When the customer faces key events, holidays, or need to implement key operations/changes to the device, xFusion provides onsite support on duty according to the customer's demand. xFusion assist customers to review key operation implementation plan or key event support plan, assist customers to monitor and evaluate the device operation status, and provide technical consultation and support in real time, and provide fastest response and support to customers in case of failure according to the implementation of emergency plan. Provide service reports and reasonable recommendations after key operation implementation or key holiday support. The following services are usually included:
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Service Phase
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Service Content
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Service Description
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Before the support
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Device inspection
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Check and analyze the data configuration and operation status of the xFusion device, summarize the inspection results, and propose corresponding measures.
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Emergency plan preparation
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Develop and formulate emergency plan for the current situation of the customer's network environment.
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During the support
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Onsite experts on duty
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Onsite experts on duty monitor network key KPIs and important alarms of the device in real time; in case of emergency, onsite experts take emergency measures or assist customers in dealing with on-site problems.
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After the support
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Submit a service summary report
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Submit the Key Event Support Service Summary Report
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3.1 Device Inspection Based on the inspection and analysis of the data configuration and operation status of the xFusion device in your network as agreed by you and xFusion, xFusion will detect the problems and potential risks in the operation of the device, summarize the inspection results, and propose corresponding measures to ensure the safe and efficient operation of your network. The service is usually provided at the network management O&M center or through other tools by remote connection. After the device health check, xFusion will submit the Device Health Check Report to you. List of duties of both parties in the device inspection service:
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No.
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Items
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xFusion
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Customer
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1
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Submit a request for device health inspection service.
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Responsible party
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-
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2
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Approve the service request and provide the necessary assistance.
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-
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Responsible party
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3
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Develop a health inspection plan based on the site information provided by the customer.
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Responsible party
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Assisting party
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4
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Provide remote access channels as well as temporary access accounts and passwords.
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-
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Responsible party
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5
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Ensure that the xFusion engineer has easy access to the work site, authorize the xFusion engineer to obtain permission to operate the appropriate device, and secure the work environment (If necessary).
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-
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Responsible party
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6
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Check the configuration and operational status of the network device and collect relevant information for analysis.
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Responsible party
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-
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7
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Summarize the inspection and analyze network problems and potential risks.
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Responsible party
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-
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8
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Submit the Device Health Inspection Report, communicate with the customer on the problems and potential risks, and propose solutions or recommendations.
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Responsible party
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Assisting party
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3.2 Emergency Plan Preparation Emergency plan preparation means that before a key event/critical moment, xFusion will work with you to develop an emergency plan based on scenarios for the current situation of your network and the problems that may arise after a dramatic increase in business, to ensure that your network/device can recover as soon as possible after a problem occurs and to ensure stable operation of the device List of duties of both parties in emergency plan preparation:
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No.
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Items
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xFusion
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Customer
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1
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Communicate fully with the customer to obtain information on the current status of the customer's network.
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Responsible party
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Assisting party
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2
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Develop the first draft of the emergency plan.
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Responsible party
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-
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3
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Review the first draft of the emergency plan and give review comments.
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Assisting party
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Responsible party
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4
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Finalize the emergency plan.
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Responsible party
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-
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3.3 Onsite Expert on Duty Onsite expert on duty means that during key events/critical moments, xFusion assigns support experts designated by you to your site to provide onsite support on duty. The services include assisting you to monitor the operation status of the device in real time, analyzing the operation status of the device according to the data obtained from real-time monitoring, discovering problems in time, assessing risks, and giving an early warning; providing the fastest onsite response and support in case of failure, assisting you to implement emergency plans, troubleshooting as soon as possible, and ensuring stable operation of the device. List of duties of both parties in the onsite expert on-duty service:
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No.
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Items
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xFusion
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Customer
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1
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Provide the schedule for the onsite duty of the xFusion experts.
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-
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Responsible party
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2
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Assign xFusion experts to provide onsite support as scheduled.
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Responsible party
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-
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3
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Assign a qualified operations person to work with xFusion to provide the required information and assistance.
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-
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Responsible party
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4
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Ensure that the xFusion experts have easy access to the work site, authorize the xFusion engineer to obtain permission to operate the appropriate device, and secure the work environment.
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-
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Responsible party
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5
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Provide onsite duty service to assist with real-time monitoring of the device operational status, onsite technical support, and troubleshooting services.
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Responsible party
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Assisting party
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3.4 Submitting Service Summary Report Provide a service summary report with reasonable suggestions after the support.
4. Service Exemption
xFusion service exemption instruction is as follows: 1. xFusion service may fail to serve as required due to the following conditions: 1) Accidents caused by force majeure (such as fire, flood, earthquake and lightning strike) 2) Deterioration of service conditions caused by social problems (such as unrest, war, strike and government regulation) 3) The service cannot serve due to the interruption of energy supply (such as electricity, water and oil) 2. xFusion does not provide any clear or implied commercial and technical guarantees not covered herein. 3. In any case, xFusion shall not be liable for the direct or indirect economic loss due to this service instruction. The maximum amount of compensation for your losses caused by xFusion shall not be higher than the amount paid for purchasing the product/service. 4. This service is an optional service. You can choose whether to purchase relevant services and when to terminate. If you purchase the related service, that is, you allow xFusion to access, collect and deal with the fault, as well as detect, locate, and debug the related information. xFusion shall follow your request to access and process relevant information with your consent. As you are the controller of these information, xFusion shall not be able to confirm if the information contains confidential or personal data. You shall guarantee that xFusion will obtain or retain all necessary consents, licenses and authorizations ("consents") to provide the services in accordance with applicable legal requirements so that xFusion will not violate applicable legal requirements, your privacy policy, or the agreement between you and the user during providing the services.