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INTRODUCTION
Fujitsu offers - with its Fujitsu Support Pack Hardware - support services for hardware which cover diagnostics and the elimination of hardware errors via repair or replacement.
Depending on the type of IT hardware and corresponding manufacturer warranty Fujitsu offers support
services at the customer's site (on-site services) or at a Fujitsu service point (off-site services).
Various service level options can be selected for on-site services; for selected products, customers can in addition select the proactive support option to enhance the availability of the hardware product.

This data sheet describes the contractually relevant support services; product-specific supplements, if necessary, are defined in a Technical Appendix.
The specific scope of the contracted support services is defined in the Support Pack certificate provided to the customer.

The use of remote access methods is decisive for efficient service delivery as well as a prerequisite for a Fujitsu Support Pack Hardware with defined recovery times (see “Prerequisites”).