Service & Support

Extended Warranty

Related Information

Standard Warranty
Extended Warranty
Warranty Programs Summary
Warranty & Support Programs Guide (PDF)
Request more information on Service Programs

Extended Warranty offers more comprehensive and ongoing protection of the investment in Zhone�s products after standard warranty has expired. In addition to the terms and conditions under standard warranty, there are provisions for hardware repair and return, including advance replacement capabilities, and more enhanced response times.

These packages continue to provide software updates and upgrades, as well as the ability to log and track Service Requests (SRs).

Basic Remote Technical Support Program

Includes all the benefits of Standard Warranty, except Hardware Support, effectively extending the warranty period on your Zhone products for the duration of the contracted term to cover the following items only:

Telephone Assistance
Internet Technical Support Access
E-mail Notifications
Software Updates

Basic Contract Response Times

Support Request Classification	Minor	Major	Critical (Network Down)
Support Window	5x8	5x8	7x24
TAC Engineer Response	24 hours	12 hours	1 hour
Progress Update (as required)	5 business days	3 business days	8 hours
Resolution Target	Next or Future GA Release	Next Maintenance Release	Workaround, Next Maintenance Release
Hardware Support	N/A Basic Service does not include hardware replacement. Depot Repair service may be bought on a case by case basis.

Silver Remote Technical Support Program

Includes the benefits of the Basic Remote Technical Support Program, PLUS:

Hardware Support

"Like for Like" return to factory for repair (Depot Repair)
Zhone shall ship repaired part(s) or replacement product(s) to a designated destination at its expense.
The Customer shall be responsible for any requested premium transportation and for customs taxes or duties for shipment of the replacement product(s).
Repaired units or replacement parts will be shipped within 15 business days after the faulty part has been received at the Zhone Repair Depot
Charges associated with shipping defective products to Zhone are the customer's responsibility.

The Silver RTS Program is not available for Zhone's Network Management applications.

Silver Contract Response Times

Support Request Classification	Minor	Major	Critical (Network Down)
Support Window	5x8	5x8	7x24
TAC Engineer Response	12 hours	8 hours	1 hour
Progress Update (as required)	3 business days	2 business days	4 hours
Resolution Target	Next or Future GA Release	Next Maintenance Release	Workaround, Next Maintenance Release
Hardware Support	Return & Repair (Depot Repair) Commitment: Repaired unit or replacement parts will be shipped within 15 business days after the faulty part has been received at the Zhone Repair Depot.

Gold Remote Technical Support Program

This program includes the benefits of the Silver Remote Technical Support Program, PLUS:

Hardware Support

Replacement part will be shipped within one business day after receipt of signed RMA agreement, subject to availability of product.
Zhone shall ship replacement product(s) to a designated destination at its expense.
The Customer shall be responsible for any requested premium transportation and for customs taxes or duties for shipment of the replacement product(s).
The Customer shall ship the failed product to Zhone within 30 days and shall assume risk of loss and damage during shipment to Zhone and shall pay all transportation charges.
If the failed unit is not returned to Zhone within 30 days after an advance replacement unit is provided by Zhone, or if the failed unit has been subjected to misuse, abuse, neglect, negligence, accident, unusual hazard or disasters, including without limitation, fire, flood, water, wind, lightning or other acts of God, the customer shall be deemed to have purchased the product at the customer's then current contracted price and Zhone will invoice the customer for the price of the product.
The customer agrees to pay such price, and any applicable taxes, within thirty (30) days of the invoice date.

The Gold RTS Program is not available for Network Management applications, and may not be available for some CPEs, and a limited number of Paradyne products.

Gold Contract Response Times

Support Request Classification	Minor	Major	Critical (Network Down)
Support Window	5x8	7x24	7x24
TAC Engineer Response	8 hours	4 hours	30 min
Progress Update (as required)	2 business days	24 hours	2 hours
Resolution Target	Next or Future GA Release	Next Maintenance Release	Workaround, Engineering Release, Engineering Build
Hardware Support	Advanced Replacement Commitment: Replacement part will be shipped within one business day after receipt of signed RMA agreement, subject to availability of product.