Architecture and strategies Customer Support and maintenance
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2.9 Customer Support and maintenance
2.9.1 Tasks of Customer Support
Customer Support has the following tasks:
● Diagnostics and debugging
● Software/hardware maintenance work
– Installation of hot fixes
– Installation of security fixes
– Software/firmware upgrades
– Model upgrades
● Hardware upgrades
● The contractually agreed annual maintenance
– Updating the software/firmware
– Changing batteries
– Customer-specific measures
– Configuration data backup at the end of the maintenance work
2.9.2 Tasks of the customer
In some cases Customer Support sometimes needs your assistance on site to perform
maintenance activities. As a customer, you have the following tasks in the maintenance
strategy:
● Permitting access to the SE server
– Opening remote service access if required (requirement for the service and
maintenance strategy)
– Permitting access to the rack (e.g. to the local console)
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