Support and Maintenance Agreement
for Panduit IntraVUE™ Network Software
for Panduit IntraVUE™ Network Software
The goal of the Service Contract is to be sure the IntraVUE software is properly installed and optimally configured. This includes the best selection of top parents and scan ranges for each network, validating all managed switches are correctly showing their ports and port data, devices are admin verified, and critical devices have the correct KPI status. Proper training of users, including new hires, in all aspects of IntraVUE and handling network issues is our great strength.
Support and Maintenance Agreements include:
- Telephone and Email Support. This support will be provided telephone and email support for IntraVUE Software during normal business hours Monday through Friday excluding normal holidays. Telephone support is provided by calling +1-603-425-8540. Email support is provided by emailing [email protected]. Telephone support may expand to use oan online collaboration tools such as Webex as required.
- Patches, Updates, and Upgrades. Panduit Corporation owns the IntraVUE Software and is responsible for all patches, updates, and upgrades. In the event of such an event WBC-INS will assist the End User in the application of said patch, update, or upgrade. WBC-INS is not responsible for anything as a result applying a patch, update, or upgrade.
- Initial and Annual IntraVUE Assessment. The IntraVUE configuration will be reviewed to include appropriate configuration of scan ranges and top parents, names assigned to viewing levels, managed switches displayed with ports and connections, admin verification completeness, events configured for KPI analytics correctly set, and critical production devices set to a critical state.
- On Demand Analytics Reporting. On behalf of End User, WBC-INS will create a database analysis report based on an End User provided IntraVUE Software support archive.
- On Demand update of Device Names. WBC-INS will use an End User provided list of IP Addresses and Names to create an import file which can update name fields in the IntraVUE Software. The name fields may be any user editable field. An End User provided database archive file is required to complete the task. (Not available from Panduit)
- On Demand Switch CRC and IfInError Report. WBC-INS will provide a CRC/Errors report on demand based on the data in an End User provided IntraVUE Software support archive. The report will list errors of both types sorted by Switch, Port, and DateTime. (Not available from Panduit)
- IntraVUE Edge support will be provided for the initial setting of IntraVUE Edge IP addresses, configuration, and use of Edge specific tools.
- Installation, configuration, and usage of the IntraVUE Supervisor which is included with the Edge is provided.