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S E RV I CE A N D S U P P O RT S O LU T I O N S

OneCare™

• Unified, comprehensive service and support offerings

• Encompasses all Harmonic hardware and software-based products

• Choice of plans to meet your self-support capabilities and infrastructure complexity

• Ensures the lowest TCO over the life of your Harmonic technology

• Software maintenance and features releases

• Fast, predictable RMA response times

• Available 24/7/365 TAC access

• Industry-leading field engineer expertise

• Priority case management and escalation

• Integrated ecosystem troubleshooting

HIGHLIGHTS

Customer-Focused, Comprehensive SupportBroadcasters and service providers can’t afford downtime, but staying on-air demands more than just reliable technology. When hardware or software experiences a problem, support needs to be fast and flexible, able to adapt to the unique needs of your business. Affordability is crucial as well; after all, a support plan should protect your investment, not detract from it. Most importantly, your support provider needs to intimately understand the mission-critical nature of your business. Loss of content, workflow efficiency or, worse yet, your signal is not an option.

Harmonic has you covered. Our OneCare™ service and support solutions raise the bar for world-class hardware and software maintenance. Encompassing all of our products and solutions, Harmonic OneCare plans deliver peace of mind by safeguarding the performance of your Harmonic video infrastructure systems at a low total cost of ownership (TCO), delivering significant investment protection. Options allow you to adapt the specifics of content playout and service delivery to your needs across diverse markets, regions and applications.

Centered on the exacting requirements of content creators, broadcasters and pay-TV operators, Harmonic OneCare plans complement the way you do business by taking into account your unique software upgrade requirements, hardware spare strategies and self-support capabilities. The plans largely eliminate the need for custom contracts and their associated administrative costs, and the majority of our customers will find that the plans provide an efficient, consistent and integrated service and support experience. They also deliver TCO benefits over the life of your investment in the range of 15% to 35% — or higher.

Of course, one size doesn’t fit all, so plan flexibility is key to ensuring your satisfaction. That’s why certain support parameters are customizable, such as version updates for software-based systems and advanced replacement RMA shipment times for hardware appliances. This approach allows Harmonic OneCare plans to cover a wide spectrum of support needs for all system environments and customer requirements.

Designed to augment Harmonic’s standard product warranties, OneCare plans provide comprehensive, extended service and support for all Harmonic systems in your operation for a minimum term of one year. With separate plans tailored for traditional hardware-based products and our newest software-based systems, you can choose different coverage levels for different parts of your operation — enabling the precise support desired to meet your infrastructure and business objectives.

Your choice of plan will generally be based on four key factors:

• The economic impact of system downtime on your operation

• Your self-support capabilities

• The complexity of your infrastructure

• Your number of on-site spares

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Service Level AgreementsHarmonic’s traditional Service Level Agreement (SLA) plans are designed for our appliance-based products and cover the hardware as well as the software, including software upgrades for feature and maintenance releases (except some features that may be separately priced or licensed). Two plans are available: Standard and Premium. The Standard OneCare SLA is ideal for most operations where the economic impact of downtime is relatively low and self-support capabilities are significant. The Premium OneCare SLA is offered for operations where the economic impact of downtime is high and self-support capabilities may be limited or require augmentation.

Traditional SLA Plan Features

Available for all appliance-based Harmonic solutions

Standard Premium

Technical Assistance Center (TAC) support: Monday-Friday, 8 a.m.-5 p.m., local time; severity 1 support: 24/7/365

TAC support for all severity levels: 24/7/365

Five-day standard advanced replacement RMA shipment, with options for three-day or next-business-day service1

Three-day standard advanced replacement RMA shipment, with option for next-business-day service1

On-site field support (sold separately) Limited on-site field support for Severity 1 cases

Hardware and software maintenance and feature releases included (except features that are separately priced or licensed)

Hardware and software maintenance and feature releases included (except features that are separately priced or licensed)

Technical Service Delivery Manager and lead field service engineer support (sold separately)

Technical Service Delivery Manager and lead field service engineer support (sold separately)

Software Maintenance AgreementsThe OneCare Software Maintenance Agreement (SMA) is offered for Harmonic software-based systems that are not dependent on bespoke appliances. A OneCare SMA provides access to all software version updates and all Feature and Maintenance releases, future-proofing your operation with the ability to adopt next-generation technologies as they become available. Harmonic software releases possess defined roadmap features related to the specifications of particular CPU platforms; with a supplemental Mobility plan, SMA customers can even jump to newer CPU platforms to take advantage of hardware performance gains and associated software features.

SMA Plan Features

Available for all appliance-based Harmonic solutions

TAC support: 24/7/365

Access to all major release version updates (v1.0, 2.0, etc.), and updates, upgrades and bug fixes for all software versions (v 1.x, 1.x.x, etc.)

Notes:

1. Advance replacement option not available for NSG Exo. SLA Plan Comparison Matrix

OneCare™ S E R V I C E A N D S U P P O R T S O L U T I O N S

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Attribute Details Standard SLA Premium SLA Standard Warranty

TAC Support Availability 8 a.m.-5 p.m., M-F, local time 24/7/365 for Severity 1

24/7/365 8 a.m.- 5 p.m., M-F, local time

Response Time

Initial TAC Severity 1 TSE Severity 2 TSE Severity 3 TSE

5 minutes 1 hour 4 hours 8 hours

5 minutes 30 minutes 2 hours 4 hours

NA NA NA NA

Field Support On-Site1 Severity 1 On-Site

T&M T&M

48 hours 24 hours

NA NA

Software & Firmware Upgrades Maintenance Releases Feature Releases2

Yes Yes

Yes Yes

Yes No

Hardware Advanced Replacement RMA Shipment Interval Five days standard (upgradeable to three-day or next business day

Three days standard (upgradable to next business day)

30 days3

Designated Resources (Sold Separately)

Technical Service Delivery Manager

Lead Field Engineer

Optional Optional

Optional Optional

NA NA

SMA Plan Comparison Matrix

Attribute Details SMA Standard Warranty

TAC Support Availability 24/7/365 8 a.m.- 5 p.m., M-F, local time

Response Time

Initial TAC Severity 1 TSE Severity 2 TSE Severity 3 TSE

5 minutes 30 minutes 2 hours 4 hours

NA NA NA NA

Field Support On-Site1 Severity 1 On-Site

48 hours 24 hours

NA NA

Designated Resources (Sold Separately)

Technical Service Delivery Manager

Lead Field Engineer

Optional Optional

NA NA

Notes:

1. Limited on-site

2. Unless separately priced

3. Returns to factory for repair or replacement at discretion of Harmonic First-Class Service on a Global Level

OneCare™ S E R V I C E A N D S U P P O R T S O L U T I O N S

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Harmonic’s Global Support Network

GLOBAL/AMERICAS HQSan Jose, CA

AMERICAS

California (San Jose)OregonNevadaNew YorkWisconsinGeorgiaMarylandNew HampshireRhode IslandColoradoTexas

EMEA

UK (Farnborough)France (Paris)Spain (Madrid)Germany (Weisbaden)Israel (Caesarea)UAE (Dubai)Russia (Moscow)

APAC

Hong KongSingaporeChina (Beijing, Guangzhou & Shenzhen)VietnamAustralia (Sydney)South Korea (Seoul)Japan (Tokyo)India (Mumbai & Delhi)

FloridaNorth CarolinaNew JerseyMassachuse�sMissouriWyomingVirginiaSouth CarolinaMexico (Mexico City)Argen�na (Buenos Aires)Brazil (Sao Paulo)Peru (Lima)

EMEA HQ Farnborough, UK

APAC HQ Hong Kong

Harmonic OneCare plans are an integral part of Harmonic Global Services, an array of service and support programs that include system design, service deployment, technical support and professional services such as project management, system integration, installation and commissioning. Our global network of local support professionals, serving over 1,800 customers on six continents in 110 countries, offers a flexible and responsive team that you can rely on to maintain media infrastructures at every level of complexity. Our advanced “follow the sun” TAC makes 24/7/365 access available globally to all customers for all Harmonic technologies, while worldwide hardware repair capabilities — with regional depots and expedited replacement logistics — ensure that downtime is minimized, wherever the customer location.

Harmonic Global Services is unique in the extent to which it covers every stage in the product life cycle. We have the ability to perform remote, proactive checkups, allowing Harmonic engineers to spot potential issues before they become more serious and cause a system failure. This hands-on approach also helps you to optimize Harmonic system performance and maximize ROI.

Also available is a dedicated Technical Service Delivery Manager (TSDM), who will provide management and support services tailored to fit the exact needs of your business. Functioning as a key part of your team, the TSDM will globally manage your account, staying in continual contact with your key team members to provide centralized management and reporting, comprehensive proactive support, and swift resolution of any technical issues related to your Harmonic solution.

Contact your local Harmonic sales representative for complete details and pricing.

OneCare™ S E R V I C E A N D S U P P O R T S O L U T I O N S

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Hardware Advance ExchangeHarmonic offers advance replacement shipping options for its appliance-based products, paying the cost for shipping the advanced replacement unit and the return shipping for defective items. In major world markets, Harmonic commits to shipping replacement parts to the customer’s premise per the terms of the purchased SLA. For all other regions, Harmonic commits to delivering parts to the nearest port of entry.

The default hardware shipment response times are five days for the Standard SLA and three days for the Premium SLA, though actual response times may be affected by the customer’s place of business. Options are available for both plans to reduce response time to the next business day at additional cost; the premium for accelerating response time is based on the customer’s selected advanced shipment option.

Harmonic’s Global Replacement & Return Locations

Milpitas, CA

London

Hong Kong

Tokyo

Singapore

Beijing

New Delhi

MoscowAmsterdam

Oslo

Dubai Jeddah

Isando, South Africa

Sao Paolo

Buenos Aires

San Francisco

Parsnippany, NJ

Mexico City

Nuevo Laredo

LEGEND

Advanced Replacements & Defec�ve Returns

Advanced Replacements Only

Defec�ve Returns Only

On-Site SparesThe Harmonic spares operation includes local depots around the globe. Customers with the most stringent spare-part delivery response requirements, or those with exceptionally large or complex system architectures, should consider the purchase of an on-site spares kit to ensure the highest degree of spares availability. Upon request, Harmonic technical support personnel will analyze a customer’s system architecture and recommend an on-site spares kit customized to meet the unique requirements of each Harmonic system. Harmonic provides standard warranty and service plan coverage for any product purchased as part of an on-site spares kit. Please contact your Harmonic sales representative to order your on-site spares.

OneCare™ S E R V I C E A N D S U P P O R T S O L U T I O N S

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Technical Support Definitions, Reach and LimitationsTAC (Remote Support)Harmonic is pleased to offer its Premium SLA and SMA customers 24/7/365 access to the TAC for all support issues. For minor or non-service-affecting issues, Standard SLA customers may contact the TAC during local business hours (Monday-Friday, 8 a.m.-5 p.m.); 24/7/365 TAC support for Severity 1 issues is available. TAC response times will follow the severity levels specified for each plan level (see the Plan Comparison Matrix on page 3).

Case Severity Definitions

Type Definition

Severity 1 or Critical A service-affecting issue with major impact on delivery of services to the customer’s end user. This problem causes all (or substantially all) of a Harmonic-supported system to be functionally inoperative, severely affecting video service delivery to the customer’s subscribers and requiring immediate corrective action.

Severity 2 or Major A service-affecting issue with major degradation of service quality, but service to the customer’s end user is not interrupted. This problem in a Harmonic-supported system causes the loss of one or more major functions, including perceptible degradation or interruption of video service delivery to the customer’s subscribers, or seriously affecting the customer’s ability to operate, administer or maintain their system, and requires immediate attention. The urgency is lower than critical because of a less-immediate or impending effect on system performance and the customer’s subscribers, operation and revenue.

Severity 3 or Minor An operational or service issue that may be service-affecting, but with no significant degradation of service quality to the customer’s end users. The problem in the Harmonic-supported system disables specific non-critical functions. The lost or degraded functionality impairs the customer’s ability to operate, administer or maintain the system, but does not significantly affect video service delivery to the customer’s subscribers.

On-Site Technical Support ServicesLimited on-site field support is included for Premium SLA and SMA customers with severity 1 or 2 cases, as required. Our highly trained engineers provide front-line support for emergency issues, and perform troubleshooting, problem isolation and resolution. An on-site technical account manager or lead field engineer is also available at an additional cost.

Customers may also purchase on-site service days for any type of post-sale technical support visit, including system tuning, commissioning, preventative maintenance, troubleshooting, break-fix, system architecture/design review or product upgrades.

OneCare™ S E R V I C E A N D S U P P O R T S O L U T I O N S

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Software and Firmware UpgradesMaintenance and feature releases for Harmonic software running on customized Harmonic appliances are included with all Harmonic SLA plans, except for features that are separately priced or licensed. Harmonic will make new software releases available upon customer request, according to the purchased SLA. Updates/upgrades are not “pushed” by Harmonic, but bulletins announcing new releases may be distributed to customers covered by a OneCare plan. Coverage does not include services relating to the upgrade, although representatives in the TAC are available to answer questions or make recommendations for upgrades. Upgrade services may be purchased in the form of Professional Services (i.e., SCTC). Firmware releases that are applicable to the covered hardware are available to customers in different forms depending on the product type.

Upgrade cycles for software-based systems are included with the OneCare SMA. The plan covers all maintenance releases and versions, allowing customers to migrate freely to the latest software, regardless of the version associated with the CPU architecture purchased.

SLA Operation ReportsAs part of the Premium SLA plan, customers may request periodic reports with details of the support provided by Harmonic, including quantitative and qualitative data.

OneCare™ S E R V I C E A N D S U P P O R T S O L U T I O N S

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© 2017 Harmonic Inc. All rights reserved. Harmonic and the Harmonic logo are trademarks, registered trademarks or service marks of Harmonic Inc. in the United States and other countries. Other company, product and service names mentioned herein may be trademarks or service marks of their respective owners. All product and application features and specifications are subject to change at Harmonic’s sole discretion at any time and without notice.08.03.17

Your Success is Our GoalHarmonic is committed to your success, and this commitment has resulted in an outstanding reputation for service and support. Our goal is to continue to build on this strength through trusted partnerships with our customers by delivering a world-class service and support infrastructure, and through our dedication and responsiveness to meeting our customers’ needs.

Ordering Service and Support PlansHarmonic’s OneCare service and support plans are designed to meet the needs of most customers. In addition to the plan options described in this document, configuration options include the date on which your SLA or SMA starts, invoicing terms and length of coverage. A Harmonic service sales representative will help you select the plan that best matches your business needs. For quotations please email: service.renewals@harmonicinc.com.

Access to Support

Region Telephone Technical Support E-mail

Americas +1 888 673 4896 (+1 888 MPEG TWO) or +1 408 490 6477 support@harmonicinc.com

EMEA +44 1252 555 450 emeasupport@harmonicinc.com

India +91 120 4983199 apacsupport@harmonicinc.com

Russia* +7 495 926 4608 RUsupport@harmonicinc.com

Mainland China +86 10 5798 2626 chinasupport@harmonicinc.com

Japan +81 3 5565 6737 japansupport@harmonicinc.com

Asia Pacific - Other Territories + 852 3184 0045 or +65 6542 0050 apacsupport@harmonicinc.com

* The Russian support team is not part of the “Follow-The-Sun” support model and is available during normal business hours in GMT+3 time zone.

OneCare™ S E R V I C E A N D S U P P O R T S O L U T I O N S