Fluke Recording Equipment manual Support Hours, Response Times, Exceptions to Support Services

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User’s Guide – version 3.1.3

NetFlow Tracker

Schedule

Support Services

1.Support Hours

The Support Hours during which Fluke shall supply the Support Services shall be between 9.30am and 5pm on Working Days.

2.Support Services

Fluke shall provide You during the Support Hours with:

2.1.technical advice and assistance by telephone, facsimile, e-mail or other electronic means as shall be necessary to resolve your difficulties and queries in relation to the Product and the Updates which You may require;

2.2.an error correction and problem solving service as follows:

if You shall discover that the then current supported version of Product fails to conform with any part of the description of the Product provided to you by Fluke then Fluke, on receiving notification of the error, shall use its reasonable endeavours to:

2.2.1diagnose and resolve the reported error or problem; and

provide the required solution to remedy or correct the error or problem; and

2.2.3provide You with all assistance reasonably required by You to enable You to implement the error correction supplied as soon as possible; and

2.2.4correct errors by “fix” where Fluke, in its sole discretion, considers such to be appropriate.

2.3Response times to technical advice and assistance queries and reported errors and problems are set out in clause 3 below.

2.4Remote connection support shall only be provided by Fluke in the event that telephone, fax or email support does not resolve a problem.

3.Response Times

3.1In the event of any problem arising in relation to the Product’s installation and

functioning, Fluke shall respond within 8 Support Hours after the logging of such an incident by You provided that the incident was logged by You during normal Support Hours. Fluke shall in turn endeavour to resolve the problem as soon as possible.

4.Exceptions to Support Services

4.1The Support Services described in clause 2 of this Schedule shall not include service in respect of:

4.1.1defects or errors resulting from any modifications of the Product or Updates made by any person other than Fluke;

4.1.2incorrect use of the Product or Updates or operator error;

4.1.3any fault in Your hardware, computer equipment or in any programs used in conjunction with the Product or Updates; or

4.1.4defects or errors caused by the use of the Product or Updates on or with equipment or programs not approved by Fluke.

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Contents NetFlow Tracker Grant of Licence and Payment of Fees Software License AgreementCopyright Customer Remedies Confidential Information and Security User’s Guide version NetFlow Tracker Definitions Supplier’s Undertakings Support ServicesSupport Charges Undertakings by YouTermination Limitation of Liability and indemnityIntellectual Property Rights Miscellaneous Confidential Information and SecurityResponse Times Exceptions to Support ServicesSupport Hours Contents LONG-TERM Reports Appendix 2 CSV File Format Introduction What is NetFlow?What is NetFlow Tracker? Features and BenefitsUser’s Guide version NetFlow Tracker Operating System Support InstallationPre-installation Checks Minimum System RequirementsInstallation on Microsoft Windows Installation on Solaris and Linux Post-installation Tasks Add listener ports Set up Snmp community stringsSet up web front-end security Configure your routers and switchesUsing NetFlow Tracker Interfaces Device traffic metersPer-AS data Working with ChartsChanging the displayed chart Chart legendZooming out View a standard chart as a pie chartView a standard chart as a tabular report ZoomingWorking with Pie Charts Working with Tabular Reports User’s Guide version NetFlow Tracker Session Reports Report TemplatesAddress Reports Interface Reports QoS ReportsNetwork Reports Report Template Creating Filtered ReportsTraffic Identification Reports Other ReportsEnd Time Sample SizeSource Data Start TimeOut VPN Out InterfaceIn/Out Interface VPNDiffServ Recognised ApplicationIdentified Application ToSDestination Mask Destination SubnetSource/Destination Subnet Source MaskFilter Editor Long-term ReportsDevices and Interfaces Per-device and Per-interface Long-term ReportsUser’s Guide version NetFlow Tracker Executive Reports Report Format Parameters Report URL FormatGeneral Form 0025 Chart0023 0024Heading NumberTrue False256 FeaturesSections 128Time Range Parameters Mon HourDay WeekCalendar-based advanced Day1-day2/time1-time2 HHmmApplying a time-of-day mask to the time range 113 110105 100125 115120 140Daily 285300 MinuteFilter Parameters Port/number NamePort/name Prec%20tos PrecTos Addr/mask CodeByte Security Parameters PasswordPassword Null Management Portal Access Control ParametersSecret Aclid specifies a permitted long-term report Features Query Size Performance TuningDatabase Server Settings Disk SpeedListener Ports Configuration GuideSnmp Settings LicensingDevice List Device SettingsDevice Settings Identified Applications ArchivingTraffic Classes Deleting a Device Security SettingsVPNs Management Portal Settings Report Settings Executive Reports Saved FiltersLong-term Reports Span class=repdesctextTest/span Sub-reports Nelements=5 and chartWidth=400Content User’s Guide version NetFlow Tracker DiffServ Names Hostname Resolution SettingsIP Application Names Subnet Names Database SettingsAS Names User’s Guide version NetFlow Tracker Archiving BackupPerformance Counters Memory SettingsMissed Exports Unprocessed FlowsetsInterface Scans Missed FlowsIp flow-export destination address Appendix 1 Device ConfigurationEnabling Netflow Export on an IOS Device Ip cefShow ip cache flow Show ip cache verbose flow Ip flow-cache timeout activeIp flow-cache timeout inactive Show ip flow exportMls aging long Ip route-cache flow infer-fieldsMls netflow Mls nde sender versionUser’s Guide version NetFlow Tracker Set mls nde address Set mls bridged-flow-statistics enable vlanlistSet mls nde enable Set system name nameEnabling Flow Detail Records on a Packeteer Device Flow-sampler-map allflows mode random one-out-of 1 exitEnabling NetFlow on an Enterasys Device Address Using sflowtool to Convert sFlow Records to NetFlowTabular report CSV format Chart CSV formatAppendix 2 CSV File Format Appendix 3 Third Party Software Components
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