dorothy@madonna.csd.sgi.com (Dorothy Liu) (12/27/89)
I am the marketing specialist in Systems Remarketing of
Silicon Graphics. There have been a few expressions of
concern regarding the IRIS 2xxx/3xxx product lines and
I thought I'd take this opportunity to (once and for all)
state Silicon Graphics product support plan for these
products and hopefully answer some of your questions in
the process.
This is a condensed version of a letter that recently went
to our VARs and direct sale end user.
Although I realize that not everyone may have received the
letter due to inaccuracies to the customer data base, I would
strongly encourage you to contact me via e-mail (dorothy@comp.sgi)
or call at (415)962-3299 either to receive a copy and/or to
update our database (in which case a system serial# would be
extremely helpful)
So here's the letter:
Effective November 1, 1989, SGI is positioning the IRIS 3100/3000
products as "mature" and formalizing the end of production for
the IRIS 2XXX series products. What that means to you as a
customer is:
1. Silicon Graphics will continue to offer specific configurations
of new or remanufactured IRIS 3000 and 3100 systems and selected
2xxx/3000/3100 options, upgrades and software through the end of
1990, subject to availability and price in effect on receipt of
order.
2. Subject to the general commercial availability of third party
supplied parts, modules and repair services, SGI will support these
three product lines for a MINIMUM of five (5) years through OCTOBER,1994.
This will consist of the following:
a) On-site hardware support for full support and full extended warranty
customers
b) On-site parts exchange for full support and full extended warranty
customers
Mail-in parts exchange for out basic support and basic extended
warranty customers
c) Access to the Geometry Hotline for full support, full extended
warranty, basic support, basic extended warranty and software
maintenance service (SMS) customers.
d) Spare parts sales to those customer, VARs and OEMs who perform
their own maintenance. If SGI
i. becomes aware that an outside vendor is discontinuing a
vendor supplied part or module or
ii. must discontinue availability of an SGI manufactured spare
because pf imavailability of a vendor supplied component,
SGI will notify its customers as soon thereafter as practicable.
e) Repair services for VARs,OEMs and T&M customers. If SGI becomes
aware that an outside vendor is terminating repair servide or is
discontinuing a vendor supplies component needed for repair, SGI will
notify its customers as soon thereafter as practicable.
3. Software Subscription Service (SSS) will no longer be available for
the IRIS 2000 or 3000/3100 since there will be no future software
releases for these product lines. ...Our contract customers will be
notified of a price reduction.
4. After the five (5) year support period (ENDING 10/94), continued
support of these products will be provided at the discretion of
Silicon Graphics. We will notify customers at least 90 days in advance
of our intent to terminate support contracts....
That in a nutshell is the main body of our committment to support our
IRIS 2000/3000/3100 users UNTIL October, 1994. We will not terminate
support before that period.
In case you're wondering about other options that you have with us:
Systems Remarketing also sells new and fully refurbished IRIS 3XXX's.
We also still sell options and upgrades for the 2000/3000/3100.
If you are interested in any of these products want a copy of the
original letter or have any questions, please contact me:
Dorothy P. Liu
Silicon Graphics, Inc.
2011 N. Shoreline Blvd., M/S 3U-190
P.O. Box 7311
Mountain View, CA 94039-7311
Tel# (415) 962-3299
e-mail: dorothy@csd.sgi.com
--
Dorothy Liu
Silicon Graphics Computer Systems
Internet: dorothy@SGI.COM UUCP: {ames,ucbvax,decwrl,sun}!sgi!dorothy