Sequent Support
  Service mission/target market
Sequent's vision of service and support is based on providing customers
not only with the most innovation hardware and software products but
also the latest and most up-to-date services capabilities.  Sequent
provides direct service and their personnel perform all installations,
hardware fault isolation, and software support.  Sequent's strategic
partner, National Advanced Systems (NAS), performs field hardware module
exchanges under the direction of Sequent Product Support Specialists.

Service offerings
Sequent offers a range of service and support offerings organized into a
series of service products.  These products allow customers to select
the level of support required for their operations.

System services
This is Sequent's most comprehensive service offering.  For a fixed
monthly fee, Sequent provides onsite remedial hardware maintenance,
factory-based software and documentation support, and periodic updates.
Other features include:
o Sequent Hotline.  The Hotline provides a toll-free telephone number
  for technical consultation.  This service is a direct link to
  Sequent's product support specialists.  The Hotline is accessible 24
  hours a day, 7 days a week.
o Electronic Problem Reporting.  Using the "Mailbug" utility program,
  subscribers can report problems directly to Sequent via electronic
  mail.  Sequent will use its best efforts to determine the nature of
  the problem and provide the subscriber with a solution.

Software services
Software Support Services include automatic distribution of software and
updates as they become available.  For each system under contract,
Sequent provides one copy of the new software accompanied by
installation instructions and one set of documentation.  Additionally,
the Software Service Agreement includes:
o The Sequent Toll-Free Hotline
o Electronic Problem Solving

Software Update Service
The Software Update Service is identical to the Software Support
Service, with the exception that Hotline access is not available.  This
service is designed for customers who want to keep software and
documentation up-to-date, but do not require direct technical assistance
from Sequent.  It also includes:
o Electronic Problem Reporting

Depot Exchange Service
Through the Depot Exchange Service, Sequent offers customers a factory-
based hardware service agreement for a fixed monthly charge.  This per-
system fee ensures that replacements for defective modules will be
shipped from the Sequent factory within five working days.  All Sequent
provided modules in a system must be included in the service agreement.
Items returned for upgrade only, or which are determined not to be
defective, are subject to charge.

Per-incident services
These services are provided for customers who prefer support services on
an as needed basis.
o Depot Repair Service.  Guarantees that modules are repaired and
  shipped within 30 working days after receipt.
o System Installation Service.  For an additional charge, Sequent will
  provide onsite installation.  This includes site planning and
  preparation.
o Software and Documentation Update Kits.  Software and documentation
  update kits may be purchased separately and typically include one or
  more cartridge tapes and documentation.
o Time and Materials Services are also available.

Professional services
Sequent Professional Services plans, designs, and implements information
systems.  Consulting services are available for database development,
application development, system administration, network consulting, and
software migration.  Sequent Professional Services also includes
consulting in the areas of OLTP, relational databases, 3GLs and 4GLs,
and client/server architectures.

Educational services
Sequent has five training centers throughout North America and will
provide onsite training when appropriate.  Sequent currently offers
classes in system administration and management, system migration,
DYNIX/ptx, hardware maintenance, network administration, and application
development.

HP's strengths against Sequent
HP advantage:
HP outranks Sequent in size and number of service locations.  Sequent
has only 25 onsite service locations (20 in the U. S.) and depends on
National Advanced Systems (NAS) for logistics and support worldwide.
Customer benefit:
HP has hundreds of service locations throughout the world.  With HP's
Response Center Network, customers can be assured that their support
requirements are covered 24 hours a day, 7 days a week, no matter where
their company is located.

HP advantage:
HP provides a wealth of support capabilities.  In addition to general
maintenance service, HP is a leader in providing customers with tools to
help them move to an open system environment.
Customer benefit:
This protects customers' current investment in technology no matter
which vendor they have.

From Selling Against the Competition Competitive Binder, 5091-6465E,
  9301
Associated files:  seqspt.doc
Sequent Support