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Self-Maintenance Support Programs
Compaq Self-Maintenance Support Programs offer a wide range of material and technical services to complement the capabilities of customers internal maintenance organizations. There are three major programs, each providing a different level of support.
The Material Support Program is designed for customers who need access to basic Parts and Parts Exchange services, but rarely require other support services. It includes attractive discounts and prepaid freight for new and exchanged parts.
The Shared Maintenance Program is for customers who operate a Technical Assistance Center (TAC) or Help Desk and need technical support services in addition to basic Parts and Parts Exchange. Cost efficiency is of primary importance to these customers so Shared Maintenance provides technical support on a per-event basis. It also offers higher discounts on Parts and per event Parts Exchange services
Critical Care Partnership is Compaq's most comprehensive support program, designed for customers who maintain business-critical application environments in which there is very little tolerance for system downtime. Customers receive extensive technical services, unlimited parts exchanges, the highest discount on parts, and hardware telephone support on a contract basis. Customers are also eligible to purchase Business-Critical software support services (Compaq Gold or Compaq Platinum) and Recover-All Service.
The following tables provides a summary of program qualification requirements,
features, discounts, and pricing.
Program Requirements
| Program Qualification Requirements |
MSP |
SMP |
CCP |
| Minimum annual program participation 1 |
$2,500 |
$3,600 |
$6,000 |
| Must own, lease, or be the Authorized Service Agent of equipment being maintained |
No |
Yes |
Yes |
| Must operate a Technical Assistance Center 2 |
No |
Yes |
Yes |
| Must have certified field engineers 3 |
No |
No |
Yes |
| Must purchase Hardware Maint. Documentation Service |
No |
Yes |
No |
| Must purchase Hardware Maintenance Documents and DEC-O-LOG, or Maintenance Documentation Service |
No |
No |
Yes |
| Must purchase Compaq hardware service diagnostics and license to use |
N/A |
N/A |
if applicable |
- Material Support and Shared Maintenance have an annual minimum Parts Exchange participation requirement of $2,500. Critical Care Partnership has a minimum monthly contract fee of $500 ($6,000
per year).
- The Critical Care Partnership customer must implement a Technical Assistance Center (TAC) to act as the intermediary on all service issues between Compaq and the customer The TAC will provide first level (Tier 2) service to customer's end-users for each service request.
- Field Engineers must be trained in accordance with the same requirements that must be met by Compaq Field Engineers.
Summary of Program Features
| Program Features |
Material Support |
Shared Maintenance |
Critical Care Partnership |
| Parts Service |
Yes |
Yes |
Optional |
| On-Site Parts Service |
Optional |
Optional |
Optional |
| Parts Exchange Service |
Per event |
Per event |
Contract * |
| Advanced Exchange |
per-event |
Yes |
Yes |
| Prepaid freight |
Yes |
Yes |
Yes |
| Hardware Maint. Documentation Svc. |
Optional |
Prerequisite |
See qualifications |
| Hardware Service Diagnostics |
Optional |
Optional |
Yes |
| Licensed Remote Support Tools |
No |
No |
Optional |
| Hardware Technical Support |
per-event |
per event |
Contract* |
| Per-Call On-Site Backup Support |
Optional |
Optional |
Optional |
| On-Site Backup Response Included |
No |
Next Day |
4 hr. |
| On-Site Backup Response Available |
No |
4 hr. |
2 hr. |
| Vendor training discount |
No |
Yes |
Yes |
| Access to internal Compaq training, 10% discount on courses and certification exam fees |
No |
No |
Yes |
| Eligible for Business Critical support services and Recover-All Service |
No |
No |
Yes |
| Eligible for Business Critical support services and Recover-All Service |
No |
No |
No |
* Critical Care Partnership customers may choose a contract that includes both Parts Exchange and Hardware TAC Support or a contract that excludes one or the other (not both). If either service is excluded from the contract, it is still available on a per-event basis.
Compaq Parts Discounts
| Prod. Code |
Description |
Material Support (%) |
Shared Maintenance (%) |
Critical Care Partnership (%) |
| A |
Alpha NT personal workstation |
10 |
15 |
15 |
| F |
Intel Value PCs |
10 |
15 |
15 |
| G |
Terminal Server, Networks |
10 |
15 |
25 |
| I |
Intel Premium PCs |
10 |
15 |
15 |
| M |
DECstation 3000 |
10 |
15 |
20 |
| Q |
Special Systems, Options |
10 |
15 |
20 |
| S |
Printers |
10 |
15 |
20 |
| V |
Terminals |
10 |
15 |
20 |
| W |
Storage |
10 |
15 |
20 |
| X |
Systems, Related Options |
10 |
15 |
30 |
| Z |
Diagnostics, documentation and mature product spare parts |
30 |
40 |
50 |
| N |
End of Life |
0 |
0 |
0 |
Note: Multivendor products are quoted at competitive market prices. The above discounts do not apply.
Other Discounts and Per-Event Prices
| Program Feature |
Material Support |
Shared Maintenance |
Critical Care Partnership |
| Vendor training course discount |
N/A |
5% |
10% |
| Discount on Compaq internal training courses and certification exam fees |
N/A |
N/A |
10% |
| Per-Event On-Site Backup Support |
Prevailing on-site rates apply |
| Per-Event Telephone Hardware Support |
$240/hour, hour minimum, 8:00 a.m. - 5:00 p.m., M-F $240/hour, 1 hour minimum after hours |
Included in contract |
| Parts Exchange |
10% discount on
per event price |
15% discount on
per event price |
incl. in contract |
| Advance Exchange expedite fee
(List Price = $75) |
$50 |
no charge |
no charge |
Critical Care Partnership Contract Services Pricing
| Program Feature / Service |
Equipment Warranty Status |
Pricing |
| Parts Exchange |
post-warranty
parts exchange warranty
on-site warranty |
15% of 9x5 DSMC *
no charge
no charge |
Hardware Technical Assistance
Center Support (HTACS) |
post-warranty
parts exchange warranty
on-site warranty |
10% of 9x5 DSMC
10% of DSMC
no charge |
| Parts Exchange and HTACS |
post-warranty
parts exchange warranty
on-site warranty |
25% of 9x5 DSMC
10% of 9x5 DSMC
no charge |
| On-Site Backup Response uplift from four hours to two hours |
during warranty and post-warranty |
MCS response time uplift applies |
* DECservice Monthly Charge
Compaq Assisted Services would like to hear from you! We'll do our best to answer your question or put you in touch with an
individual who can help you. No question is too trivial. Customer success is our priority.
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