Product Reference Table PSM

DATE: 03.08.2017 | CONTACT: PSM.SERVICE@TS.FUJITSU.COM

Description Paper
Product Service Guide
CELVIN NAS QE707 Date: 03.08.2017

1. Document History

2. Product overview
2.1 Product details
2.2 Compatibility matrix
2.3 Classification in Fujitsu internal tools

3. Warranty
3.1 Product warranty
3.2 Warranty validation &serial number std)
3.3 Warranty claim management std)
3.4 Warranty Prolongation std)

4. Maintenance service offering

4.1 Contractual framework std)
4.2 Service portfolio std)
4.3 Sales processes std)
4.4 Service Period and Prolongation of service std)

5. Re−insurance
5.1 Re−insurance std)

6. Service Concept
6.1 Support flow std)
6.2 Diagnostic tools std)
6.3 Maintenance tools std)
6.4 Software updates / upgrades
6.5 Remote access
6.6 Preventive maintenance std)
6.7 Proactive maintenance std)
6.8 Repair Concept std)

7. Spare Parts
7.1 Spares lists
7.2 Repair tag
7.3 Spares processes std)
7.4 Customer replaceable unit

8. Support Documentation std)

8.1 Documentation, manuals &bulletins

9. Maintenance trainings &certification std)

9.1 Trainings &certification

10. Product liability std)

11. Escalations std)

12. Contact
std)
= Standard processes apply
 Product Reference Table PSM

1. Document History
Document name Version Date Changes
PSG_CELVIN_NAS_QE707 1.0 03.08.2017 Released

− 2/9 − 03.08.2017
 Product Reference Table PSM

2. Product overview
2.1 Product details
More detailed information such as datasheet, white papers, etc can be found at:
https://partners.ts.fujitsu.com/com/service/ps/Accessories/Storage/CELVIN/Pages/default.aspx

2.2 Compatibility matrix

n/a

2.3 Classification in Fujitsu internal tools

P84/QS−Pool:
Sales product classification
FS8914
(Vertriebs−Fabrikategruppe):
Warranty Group SB2
SOG S9B
SDB/SMD/PERLE:
Sales service classification
SF01
(Service−Fabrikategruppe):
Product key (Produktschlüssel): SB2
Product description (TPM): −

Product lifecycle
CELVIN NAS QE707
Sales release (MS50): 21.07.2017
Delivery release / general availability (MS70): 06.10.2017
End of Support/End of Service Life (EoSL = MS90) will be approx. 3 years after End of Sales (MS80).
A preliminary date is announced in advance at:
http://intranet.ts.fujitsu.com/teams/d/mbg/general/mek90/SitePages/Home.aspx (access limited to Fujitsu
employees).
The final date for MS90 will be published in Product Reference Table (PRT) as soon as MS80 has been reached.
PRT is available on Support Pages in Support Portal
https://partners.ts.fujitsu.com/com/service/Pages/default.aspx

Latest one year prior to reaching MS90, information about final MS90 date will be published via Support Portal
within the specific product tab, or via eNewsletter, which can be subscribed for in Support Portal as well.

Under certain circumstances a prolongation of the support period might be required. The request of "Project
Specific Prolongation of Support" is available at:
https://partners.ts.fujitsu.com/com/service/general/EOSL/Pages/default.aspx
 Product Reference Table PSM

3. Warranty
3.1 Product warranty
Fujitsu grants 2 years Bring−In / Onsite Service.

3.2 Warranty validation &serial number std)

Adler offers a warranty validation by product serial numbers: http://aftersales.ts.fujitsu.com/Adler30/start.asp .
The serial number starts with:

Produkt Produkt Model Serial No.

CELVIN NAS QE707 YMGP,YMGQ

3.3 Warranty claim management std)

The WCM WEB is available at http://secure.ts.fujitsu.com/WCMWeb/.

3.4 Warranty Prolongation std)

Standard sales processes for warranty prolongation apply. Please refer e. g. to System Architect for details.
 Product Reference Table PSM

4. Maintenance service offering

4.1 Contractual framework std)
Fujitsu products: thus standard processes apply.

4.2 Service portfolio std)

In order to best meet customer’s needs Fujitsu recommends certain service offerings for each product. During the
ordering process in System Architect these offerings are already preset and can be ordered without additional
activities.
Further information: https://partners.ts.fujitsu.com/com/products/servicepacks/Pages/default.aspx.

4.3 Sales processes std)

Standard sales processes for services apply.

Please refer e. g. to System Architect.

4.4 Service Period and Prolongation of service std)

The Service period must be continuous:
The initial service period begins on the date when the product was purchased. On expiry, the service period must
be extended based on the corresponding prolongation product:
Support Pack: The corresponding prolongation pack must be ordered.
ServiceContract: Contract period must be extended and registered accordingly in the configuration management
database (CMDB: e.g. SDB).

Maximum prolongation time is until the declared end−of service.

− 5/9 − 03.08.2017
 Product Reference Table PSM

5. Re−insurance
5.1 Re−insurance std)
Not applicable.

− 6/9 − 03.08.2017
 Product Reference Table PSM

6. Service Concept
6.1 Support flow std)
Standard processes apply as follows:
1st Level:
The helpdesk telephone numbers are delivered with the product and in parallel are published at:
http://support.ts.fujitsu.com/contact/servicedesk/.
2nd Level: "2nd Level Support is provided by the "Technical Support" group of FJ EMEIA PR PSO PMDGTS VP
CCD"
3rd Level:" 2nd Level Support can escalate to the respective 3rd Level Support ("Back Level") Support via the
agreed processes (e.g. call logging via Support Assistant).

6.2
The Test and Diagnosis Tool Maintenance Suite will help to reduce and avoid additional and not effective repair
efforts.
The two major characteristics: It provides information about the hardware inventory and it offers test and
diagnosis functionality in different degrees of inspection.
Benefits of this system are: Structured diagnosis result, precise spares recommendation, early warning, and
detailed information
The updated tool, necessary descriptions and additional tools for handling can be downloaded at
https://partners.ts.fujitsu.com/com/service/general/DIFS.

6.3 Maintenance tools std)

Special tools for installation, de−installation and replacement are not required.

6.4 Software updates / upgrades

Drivers and Utilities CD will not be shipped automatically with the system − the customer/sales rep has to select
and order the DUDVD like e.g. the kind of HDD.
Updated versions of drivers and new BIOS versions can be downloaded from the Internet
under:http://support.ts.fujitsu.com/download/

6.5 Remote access

The remote service concept is currently being developed

6.6 Preventive maintenance std)

n/a

6.7 Proactive maintenance std)

Proactive maintenance elements are not
defined/applicable, e.g.:
System health check: n/a
Patch information management: n/a
Technical account manager (TAM) n/a

6.8 Repair Concept std)

Standard repair concept applies.
 Product Reference Table PSM

7. Spare Parts
7.1 Spares lists
Spares lists are available via ERSIN.
For ordering parts Service Partners should always refer to the spare part lists which are provided via the Support
Portal:https://partners.ts.fujitsu.com/com/service/general/service−spares/ERSIN.
The Spare parts ordering and return processes are described in a separate document − the Fujitsu Operations
Manual under: https://partners.ts.fujitsu.com/com/service/general/service−spares/manual/Pages/default.aspx.
Spare parts can be identified and investigated via the tools ErsinXP. Furthermore Fujitsu's tool "ADLER" provides
information about the configuration data of the delivered CELVIN NAS QE707 system − this information can be
displayed on the basis of the serial number of the CELVIN NAS QE707 system. In case of delivery problems of
spare parts or shortages/escalations please contact: Mailto:spares.escalation@ts.fujitsu.com.

7.2 Repair tag

n/a

7.3 Spares processes std)

The Spare parts ordering and return processes are described in Spares Operations Manual:
https://partners.ts.fujitsu.com/com/service/general/service−spares/Pages/default.aspx
The databases are available at:
http://partners.ts.fujitsu.com/com/service/general/service−spares/ERSIN/Pages/default.aspx

7.4 Customer replaceable unit

Spares replacement is limited to certified technicians.
In cases in which it is possible for the customer to replace a module without specialized technical skills and
without touching live components (referred to as CRU − Customer Replacement Unit), FTS reserves the right to
correct a defect by sending the customer a replacement part or component, which the customer will be able to
replace, install or connect unaided by following the instructions provided by FTS.

Parts CELVIN NAS QE707

AC Adapter yes
Battery no
Memory no
HDD yes
Optical Drive Modules no
Accessories (e.g. PortRep)

8. Support Documentation std)

8.1 Documentation, manuals &bulletins
Service and other manuals are available at:
...ts.fujitsu.com/com/service/ps/Accessories/Storage/CELVIN/Pages/default.aspx
Support Bulletins are published at:
...ts.fujitsu.com/com/service/ps/accessories/storage/celvin/pages/default.aspx
To be automatically informed about new support bulletins, we recommend subscribing to the eNewsletter via the
following Link:
...ts.fujitsu.com/com/service/newsletter/Pages/default.aspx
You will be informed via e−mail automatically on a weekly basis, whenever new Support Bulletins from the
category which you had subscribed for, are available. This service is exclusively available for registered Fujitsu
Support Portal users. User documentation is provided in the Internet at
http://support.ts.fujitsu.com/crosslink.asp?action=Manuals>

− 8/9 − 03.08.2017
 Product Reference Table PSM

9. Maintenance trainings &certification std)

9.1 Trainings &certification
Only Fujitsu Certified Engineers are allowed to provide installation or maintenance operations for the Product
CELVIN NAS QE707 which are not described in the user manual.
Technical training for Fujitsu Notebook, Personal Computers and PRIMERGY products is based on a combined
concept with presence−training and e−learning.
Most technical knowledge is provided from "System Engineering" to Technical Support organization (2nd Level
Support) and further distributed via "computer based training" (CbT) to Service Desk organizations (1st Level
Support) and field engineers. Closer introduction to Fujitsu training model and related offerings are available from:
For field service:
https://partners.ts.fujitsu.com/com/service/general/ServicePartnerGuide/Documents/Guideline for Service
Partners.pdf
For Service Desk:
https://partners.ts.fujitsu.com/com/service/STaSDT/Pages/default.aspx Training for Technical Support
training−instructors and support personnel is partly provided in central training classes combined with CbT
whereas training for Service Desk support is mainly provided via CbT. Further Information is available at:
https://training.ts.fujitsu.com/catalog/maintenance−partner−program.html

10. Product liability std)

Product liability regulations for Fujitsu products as well as contact information and reporting forms can be found
under:
https://partners.ts.fujitsu.com/com/service/general/productliability

11. Escalations std)

In case of escalations the Escalation &Crisis Management can be involved:
http://intranet.ts.fujitsu.com/intranet/departments/so/quality/ECM/Pages/default.aspx

12. Contact
Fujitsu Product Service Management
Email: PSM.SERVICE@TS.FUJITSU.COM

CONTACT
All rights reserved, including intellectual property rights. Changes to technical data reserved. Delivery subject to availability.
FUJITSU
Any liability that the data and illustrations are complete, actual or correct is excluded.
Mies−van−der−Rohe−Straße 8
Designations may be trademarks and/or copyrights of the respective manufacturer, the use of which by third parties for their own purposes
80807 Muenchen
may infringe the rights of such owner.
Germany
For further information see http://www.fujitsu.com/fts/resources/navigation/terms−of−use.html
Website:
Copyright © Fujitsu Technology Solutions 2017
http://www.fujitsu.com/fts/

− 9/9 − 03.08.2017