Service & Support

Web Site Entry Process for Service Requests & RMAs

Overview

This document provides a guideline for opening and tracking Zhone's product support requests.

Reporting Problems and Opening Support Tickets

Zhone's customer support is provided by GSS (Global Service & Support). The procedure for opening a ticket with GSS is outlined in the steps below:

1. Go to Zhone's Web site at www.zhone.com and click "Service & Support."
   
2. On the Service & Support Page and click "Submit Service Request."
   
3. Sign in to the web site with your email address and the password you chose when registering. (Note, if you are already signed in you will skip this step.)
   
4. Verify Contact Information and enter request details.
   
5. Verify your Billing and Shipping info (only required for RMA requests).
   

Once the request is submitted, a Service Request (SR) will be created to track the issue. You will receive an email confirmation of the SR. Please use this SR number as reference in the email subject for any other email correspondence regarding the issue. Although email allows exchanging key information more accurately, it is also possible to request a service ticket by phone:

• 877-946-6320 or 510-777-7133, prompt #3, #1

It is also recommended to copy your local and regional Sales Engineers on any e-mails or correspondence.

Tracking Service Requests

1. Go to Zhone's Web site at www.zhone.com and click "Service & Support."
   
2. On the Service & Support Page click "View Your Service Request."
   
3. By default your most recent open requests will be listed. Use the tabs to sort and search your service requests.
   

Additional Information

• Escalation Policy
• RMA Process

Zhone's Single Line Multi-Service architecture (SLMS™), allows carriers to concurrently deliver voice, new premium data and video services over copper or fiber access lines.