Data General Support Services
  AViiON Systems
Maintenance
AViiON systems come with a one-year mail-in warranty.  Data General also
offers several maintenance service options for the systems, including
On-Call Service, Support Plus Service, and the Multiyear Plus Program.
  On-Call Service provides on-site repair between 8:00 am and 6:00 PM
Monday through Friday and includes unlimited parts, labor, and travel.
Response time for customers within 50 miles of a Data General service
branch is four hours; next-day service applies for customers outside of
the 50 mile radius. Toll-free telephone support is available from a
customer support center, and diagnosis and repair service is provided
through remote diagnostic tools whenever possible. On-Call Service
options include Extended On-Site Coverage, Enhanced On-Site Response,
and Basic On-Site Response. Beyond these options, which may be
designated in the basic maintenance agreement, the following options can
be purchased as supplementary coverage:
o Maximum Uptime Service
o Multi-Terminal Deferred Maintenance
o Critical Response Service
o Resident Field Engineer Service

Support Plus Service is a software service package that provides toll-
free telephone support Monday through Friday (weekend coverage for
certain products), on-site support, and software and documentation
updates.  Options to this package include quarterly preventive
maintenance visits, support for multiple systems at reduced rates, and
additional caller option, and a telephone help-line service for PC-based
products.  Support Plus provides service for a minimum of one year.
  Multiyear Plus Program is a hardware maintenance program that requires
users to contract for a three- to five- year term.  Maintenance prices
remain constant for the first three years and, in the fourth and fifth
year, price increases are limited to five percent.  Coverage options,
telephone support, and on-site maintenance response times are similar to
those offered with On-Call Service.

Support Plus is DG's software support service.  Baseline services
include:
o Telephone software support for three callers, five days a week.
o Automatic distribution of software revisions documentation updates,
  and microcode updates.
o On-line access to software and hardware information 24 hours a day.

Integrated Service Program offers a lower software service price to
customers who purchase both hardware and software service  contracts.
  Data General offers training in hardware, software and DG's systems.
A full range of services are available including a broad curriculum of
classroom courses, technical seminars, Computer Based Training courses
and Data General documentation packages.
  DG's Special System's provides engineering expertise for requirements
ranging from standard product modifications to complex development
projects.

From Selling Against the Competition Competitive Binder, 5091-6465E,
  9301
Associated files:  dgspt.doc
Data General Support Services