Today’s business users are leveraging more sophisticated applications to drive new levels of innovation and growth. As a result, these applications are commanding an ever-increasing appetite for data storage capacity and systems performance. IT managers continue to allocate significant resources to design, manage, and support their storage infrastructures. Far too often, many users discover that their traditional storage solutions place a greater need for staffing and capital resources.

1. Accelerating Time to Results
TM
PANSELECT GLOBAL SERVICES© 2007 Panasas Incorporated. All rights reserved. Panasas, the Panasas logo, Accelerating Time to Results, ActiveScale Failover, ActiveRAID, ActiveScale, ActiveStor,
DirectFLOW, DirectorBlade, MyPanasas, PanActive, PanFS and StorageBlade are trademarks or registered trademarks of Panasas, Inc. in the United States and other
countries. All other trademarks are the property of their respective owners.
Information supplied by Panasas, Inc. is believed to be accurate and reliable at the time of publication, but Panasas, Inc. assumes no responsibility for any errors that
may appear in this document. Panasas, Inc. reserves the right, without notice, to make changes in product design, specifications and prices. Information is subject to
change without notice.
6520 Kaiser Drive, F remont, CA 94555
Phone: 1-888-PANASAS | F ax: 510-608-4798 | www.panasas.com
(Annual Subscription Basis)
PanSelect Silver
PanSelect Gold
PanSelect Platinum
PanSelect Support Services
Global Service Center
MyPanasas Personalized Extranet
Software Subscription Service
Panasas PanActive Link
Parts Logistics
Field Services
PanSelect Support Features
Onsite Event Analysis
Enhanced Diagnostics
Technical Account Management
Monthly Account Reviews
Dedicated Technical Account Managers
Advanced Support Features
Evaluates
Architects
Integrates
Panasas Professional Services Team
Enterprise-class Support from Day One
Our mission is simple – Panasas continues to develop integrated storage solutions and services that are easy to deploy,
manage and scale. We want to be your preferred integrated storage solutions provider for High Performance Computing
organizations.
Support Features Chart
To learn more about Panasas PanSelect
Services, please visit:
www.panasas.com
servicesinfo@panasas.com
1-888-PANASAS
(0) 0800-726-27272
+ 800-787-702
(0) 0800-726-27272
+ 1-412-323-6439
(US and Canada)
(France)
(Italy)
(United Kingdom)
(All Other Countries)
Hardware Terms
Software Terms
5x9 Telephone & Web Support, 8 a.m. – 5 p.m.
(Customer’s Local Time), Monday – Friday (Holidays Not Included)
Extended 24x7x365 Telephone & Web H/W Support
Return Parts to Factory for Repair
Next Business Day Advanced Replacement Parts Delivery
4-hour Parts Replacement Service
Individual Site Handling Requests
Firmware Fixes
Firmware Upgrades/Enhancements
Enhanced Serviceability Diagnostics
Replacement Shelf Battery Module Program
(NVRAM Cache Resiliency)
On-site Troubleshooting
5x9 Telephone & Web Support, 8 a.m. – 5 p.m.
(Customer’s Local Time), Monday – Friday (Holidays Not Included)
Extended 24x7x365 Telephone & Web S/W Support
Product Documentation
Software Release Notes
Knowledge Base
Access to Product Technical Notes
System Event Tracking via PanActive Link (User Option)
Service Response Commitment
Remote Diagnosis (Provided User Grants Access)
Event Priority Based Queuing
Escalation Management Support
Securely Store Clustered Storage Infrastructure Information
Quarterly Account Review
Technical Account Advisor
Maintenance & Patch Releases
Minor Releases (May Include Subtle Feature Updates) 2
Major Releases
(Includes Performance Improvements, New Features, and Serviceability
enhancements)1 2
Hardware Support
Software Support
Software Subscription
PanSelect
SILVERWARRANTYFEATURE
1 All software upgrades when and if available to customers that possess a current support agreement. This includes all ActiveScale Operating System software, DirectFLOW clients and
Panasas supported protocols (NFS and CIFS). The software subscription does not include the Panasas Software Development Kit (SDK), which is available for an additional fee. Software
is distributed via MyPanasas and/or PanActive Link. Future protocols and/or features may be subject to additional licensing and support fees.
2 All such software products are provided AS IS with no guarantees expressed or implied by Panasas to specific upgrades or availability.
The Panasas PanSelect Support Services Program delivers all the service components customers expect from an
enterprise-class storage company. Our services goals ensure that customers gain valuable product knowledge and
develop expertise to maximize and scale their data storage infrastructure.
PanSelect
GOLD
PanSelect
PLATINUM
1 year
90 days
1 year
1 year
1-3 years
1-3 years
1-3 years
1-3 years

2. SERVICE AND SUPPORT
SUPPORT SERVICES
PanSelect Silver is Panasas’ base level service offering
designed for storage network environments operating
5x9 (8 a.m. – 5 p.m., customer’s local time, Monday
through Friday.). Product support is available online
and by phone during normal business hours. A next
business day part replacement feature is included to
provide advanced parts delivery directly to the
customer’s location.
PanSelect Gold is well suited for IT organizations that
provide 24x7x365 operations support requiring opti-
mal data accessibility and performance. At any time,
you have instant access to Panasas Support through
our online and phone resources. This level of support
ensures that any scheduled maintenance periods or
unplanned events are expeditiously handled to main-
tain high availability operations. A next business day
advance replacement parts delivery feature is also
included.
PanSelect Platinum is tailored for mission critical
operating environments that demand the highest level
of support, both remote and on-site. This premium
service provides for maximum systems availability
including 24x7x365 access to online resources and
phone support coupled with four hour on-site parts
replacement and service. In addition, a Technical
Account Manager (TAM) is assigned to manage all
outstanding technical issues. The TAM gains in-depth
knowledge of the storage environment and understands
the business objectives to quickly align service
resources, provide escalations management, and
conduct quarterly account reviews.
The Panasas PanSelectSM
Support Program delivers all the service components customers
expect from an enterprise-class storage company. Our service goals ensure that customers
gain valuable product knowledge and develop expertise to maximize and scale the data
storage infrastructure.
From our personalized extranet, MyPanasas, to flexible service packages, to our dedicated
staff of storage and cluster experts, the PanSelect Services Program will exceed your expec-
tations.
WORLWIDE ENTERPRISE-CLASS
Today’s business users are leveraging more
sophisticated applications to drive new levels
of innovation and growth. As a result, these
applications are commanding an ever-increasing
appetite for data storage capacity and systems
performance. IT managers continue to allocate
significant resources to design, manage, and
support their storage infrastructures. Far too
often, many users discover that their tradi-
tional storage solutions place a greater need for
staffing and capital resources.
Panasas delivers the only proven family of inte-
grated storage solutions designed specifically
for computational intensive enterprise and
research organizations. Panasas is a trusted
service provider that responds to individual
business challenges by providing a complete
storage solution to maximize data center
resources. We are committed to delivering the
best-in-class storage products and are dedi-
cated to customer success by providing access
to the industry's best experts in clustered
network storage.
Complementing the award winning Panasas
ActiveScale Parallel Storage Cluster is an
advanced services infrastructure that provides
expert assistance throughout the product’s
entire lifecycle from analysis and design, to
installation, to on-going operations and
support, to storage expansion.
PROFESSIONAL SERVICES
Panasas’ established Professional Services team provides staff augmentation with specific expertise for your
storage engineering and operations teams. These experts work closely with you to evaluate, architect, inte-
grate and manage the best possible storage solution. From basic product implementations to complex,
distributed enterprise-class storage systems, Panasas’ Storage Network Engineers provide the in-depth
knowledge and experience demanded by today’s business requirements of fast, reliable, and seamless access
to systems data.
TECHNICAL EDUCATION SERVICES
A key factor in the overall return-on-investment equation is the ability to maximize product efficiency.
Learn from certified, industry experienced instructors on how to fully leverage the Panasas clustered storage
solution with your existing data networking infrastructure. We challenge certain conventional methods
employed today and ask you to take a step back and survey your storage infrastructure. Understanding
where you are today and where you want to go is essential to your overall success. In order to reach your
desired objectives and level of technical proficiency, we employ a modular based training approach that is
easily adapted to specific audiences.
Benefits
PanSelect Global Services provide compelling solutions for many of the challenges faced by IT storage
personnel today including:
Controlling costs by maximizing the use of the Panasas storage solution
Extending the useful storage capacity without sacrificing availability and performance
Advising on storage network reliability and resiliency issues
Consulting on the existing storage network framework for current and/or future expansions
Key Features Included with PanSelect Support
Service Program
Global Service Center (GSC) - The Panasas Global
Technical Support team is available 24 hours a
day, 365 days a year. It is comprised of industry
experts with diverse data storage and networking
backgrounds. Unlike conventional call centers, the
Panasas GSC treats each inquiry as an opportunity
to make our customers successful while providing
a superior level of customer service.
MyPanasas Personalized Extranet -
The MyPanasas customer portal offers a robust
support tool in an easy-to-use interface where
customers can submit and track service requests,
search a comprehensive product knowledge base,
download software releases, track orders, and
more.
Software Subscription - This service provides
comprehensive software support for PanFS, Base
Protocols and DirectFLOW via our online and phone
systems. Software Support also includes access to
new software releases, software upgrades, mainte-
nance releases and firmware upgrades.
Panasas PanActiveTM
Link - PanActive Link
enables the Panasas ActiveScale Storage Cluster to
send configuration and performance data to the
Panasas GSC team on a weekly basis for proactive
problem identification and performance tuning.
By employing this service feature, system warn-
ings and events will automatically be routed to
the Panasas Support Service group for real-time,
service resolutions.
Parts Logistics and Field Services - Panasas has an
extensive global service parts distribution network
with a leading parts logistics provider. These part
depots are strategically located near major metro-
politan areas worldwide and contain the necessary
product inventory levels to meet your selected
service level agreement.
The Service team is also able to leverage a worldwide
organization of over 13,000 Field Engineers in 120
countries for local parts replacement and onsite event
analysis.
Other Service Options
In addition to our Silver, Gold and Platinum services,
Panasas offers other individual services to satisfy
certain operational requirements. Examples of such
options involve onsite event analysis, product
upgrades, secure blade or secure disk, and software
developers’ kit support.