Support

Service Support

IMACS Support

Technical Assistance Center (TAC)

Business hours support (local time)

Technical assistance calls should be directed to your Zhone equipment reseller during normal business hours. Zhone IMACS resellers and partners are trained to handle tier 1 and tier 2 technical assistance calls. Your reseller will escalate issues to Zhone support and engineering as required. For a list of Zhone partners go here: IMACS Partners

After Hours Support

If you have an outage condition that cannot wait until normal business hours you can call Zhone after hours support. After hours outage support is a service that is included in service contracts and warranty coverage . If you do not have a service contract or warranty coverage you will be billed the standard technical support off hours billing rate. You must agree to pay this before service will be rendered. Billing will be completed after the work is performed and during normal business hours.

To expedite your call you should open an online service report first with as many details as possible. When you call the after hours number reference the service request number that was provided by the online service request ticket system. You must call the after hours support number to receive support after hours.

After Hours Support Contact

Please call the Zhone Support desk at 877-946-6320, select options 3, 1, 2 , for IMACS after hours support.

IMACS Warranty and Support Programs

Zhone works with our Partner resellers to offer comprehensive service and support programs for our IMACS customers. Please see the Zhone IMACS Warranty and Support Programs Guide for more information: http://www.zhone.com/support/services/imacs-service-guide.pdf.

Non-Contract Support Billing Rate

The standard non-contract off hours billing rate can be provided to you by your reseller or the on-call Technical Support engineer.