Product Correction Notice (PCN)

Transcription

1 Product (PCN) Issue Date: February 06, 2009 Archive Date: February 28, 2010 PCN Number: 1675B SECTION 1 - CUSTOMER NOTICE This PCN address issues with the following products and systems: Proactive Contact Release 4.0/ 4.1 Does this PCN apply to me? Yes, if you currently have Proactive Contact Release 4.0/ 4.1 running on HP DL 385 G2 with 4GB of memory and are experiencing memory issues (Refer This PCN addresses and resolves the following issues: section). What you should do when you receive this PCN: Determine if the PCN applies to you. If yes, read this PCN and refer to the provisioning instructions to obtain the materials associated with this PCN. Description of PCN: This PCN releases additional 4GB of memory for those HP DL385 G2 servers which have 4GB of memory but need 8GB of memory for proper operations. This PCN DOES NOT apply to you if You have HP DL 385 G2 server with 8GB of memory You have HP DL 385 G5 servers Your server was not supplied by Avaya You do not have hardware maintenance contract with Avaya What is the nature of the PCN? This PCN addresses and resolves the following issues: Hardware / Memory Proactive Contact 4.0/ 4.1 systems running on HP DL 385 servers should have 8GB memory under one or more of the following conditions: 1. When the server runs mid-tier 2. When the server supports a large system (AGENT + SUPERVISOR + INBOUND LINES + OUTBOUND LINES + TRANSFER LINES is greater than 768) 3. When the server is the primary server in a podded system Some HP DL 385 G2 servers were configured with 4 GB memory even when they met with one or more of the above conditions. If your system meets one or more the above conditions AND is facing memory issues, please contact support to receive additional memory at no cost. Please note that customer needs to have a valid hardware maintenance contract to avail of this offer. ***Note: Requests will be validated through Avaya Support Rev 3, April 07, 2008 Page 1 of Bu.doc

2 Services backbone engineers. Level of Risk/Severity Class 1=High Class 2=Medium Class 3=Low Is it required that this PCN be applied to my system? The risk if this PCN is not installed: Is this PCN for US customers, non-us customers, or both? Does applying this PCN disrupt my service? Installation of this PCN is required by: Release notes and workarounds are located: How to determine if your product is affected: Required materials (If PCN can be customer installed): Provisioning instructions (If PCN can be customer installed): Finding the installation instructions (If PCN can be customer installed): Class 2 Yes, if you currently have Proactive Contact Release 4.0/ 4.1 running on HP DL 385 G2 with 4GB of memory and are experiencing memory issues. The additional memory corrects most known memory related issues. Check the details in This PCN addresses and resolves the following issues: section Customer will experience problems resulting from the issues listed above that the additional memory corrects. Both Yes Specific to customer installation. Generally 1 to 2 hours. Avaya Technician or Authorized Business Partner only. Customer can contract an Avaya technician or an authorized Business Partner to perform the implementation. Only certain PC 4.0/ PC 4.1 systems running on HP DL385 G2 server with 4 GB of memory are impacted. Please see This PCN addresses and resolves the following issues: section. SECTION 1A PATCH INFORMATION: NOT APPLICABLE Rev 3, April 07, 2008 Page 2 of Bu.doc

3 How to verify the installation of the patch has been successful: What you should do if the patch installation fails? How to remove the patch if malfunction of your system occurs: N.A N.A N.A SECTION 1B SECURITY INFORMATION Are there any security risks involved? Avaya Security Vulnerability Classification: NA NA Mitigation: NA Material Coverage Entitlements: No charge for customers with valid hardware maintenance contracts and Business Partners. ***Note: Expected lead time for material can be up to five weeks. Rev 3, April 07, 2008 Page 3 of Bu.doc

4 Avaya Customer Service Coverage Entitlements: Customers under the following Avaya coverage: -Warranty -Full Coverage Service Contract* -On-site Hardware Maintenance Contract* Help-Line Assistance Remote or On-site Services Labor Per the Terms of the Service Contract. Per the Terms of the Service Contract. Avaya on-site labor (for 24x7 and 8x5 customers) to implement this PCN (at no charge) is Monday through Friday, 8am to 5pm, local business hours. After hours and weekend support for 24x7 and 8x5 customers is billable at current preferred labor rates. This is per the contract terms found in the associated Services Agreement Supplement or Services Offer Definition. * Service contracts that include both labor and parts support 24x7, 8x5. Customers under the following Avaya coverage: -Software Support -Software Support Plus Upgrades -Remote Only -Parts Plus Remote -Remote Hardware Support -Remote Hardware Support w/ Advance Parts Replacement Help-Line Assistance Remote or On-site Services Labor Per the Terms of the Service Contract Per the Terms of the Service Contract Per Incident Customer (No Avaya Warranty or Avaya Service Contract) Help-Line Current Per Incident Rates Apply Assistance Remote or Current Per Incident Rates Apply On-site Services Labor Avaya Product Support Offer The Avaya Product Correction Support Offer provides out-ofhours support for remote and on-site technician installable PCNs, and Avaya installation for all Avaya issued PCNs that are classified as Customer-Installable. Refer to the PCN Offer or contact your Avaya Account Representative for complete details. Rev 3, April 07, 2008 Page 4 of Bu.doc

5 Avaya Contact List: Avaya Contact Telephone Number Global Support Services (GSS) Remote Service Center Hungary Caribbean and Latin America EMEA Services - Post Sales Technical Support Asia/Pacific Regional Support Center / and (India) 2005 Avaya Inc. All Rights Reserved. All trademarks identified by the or TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Rev 3, April 07, 2008 Page 5 of Bu.doc

6 Rev 3, April 07, 2008 Page 6 of Bu.doc