Service & Support
Standard Warranty
Zhone's Standard Warranty is provided automatically with the purchase of every new product at no additional charge for a period of one (1) year from the date of purchase.
Standard Warranty includes the following:
Telephone Assistance
- 5x8 Pacific Standard Time, Monday - Friday.
- Zhone's Technical Assistance Center (TAC) is staffed by trained technical experts capable of answering technical questions, diagnosing and resolving Zhone system problems, and providing workarounds where necessary.
Internet Technical Support Access
- Online access (7x24x365) to Global Service and Support website, www.Zhone.com/support
- Latest Software Update and Upgrades: Zhone TAC personnel are available for guidance through the upgrade process
- Product Documentation, including Release Notes
E-mail Notification
- Customers can register on Zhone's web site and sign up to be automatically notified of product releases.
- Zhone sends out e-mails when new releases are available and describes contents of the release.
Software Update & Upgrade
- Software updates that include bug fixes
- Software upgrades that include fixes and new features
Hardware Support
- Advance Replacement (for DOA's within 30 days of shipment)
- Replacement part will be shipped within one business day after receipt of signed RMA agreement, subject to availability of product.
- Repair & Return (balance of year)
- "Like for Like" return to factory for repair (Depot Repair)
- 15-business-day turn-around from receipt to ship
Standard Warranty Response Times
| Support Request Classification |
Minor |
Major |
Critical
(Network Down) |
| Support Window |
5x8 |
5x8 |
7x24 |
| TAC Engineer Response |
1 business day |
24 hours |
1 hour |
Progress Update
(as required) |
Best Effort |
Best Effort |
12 hours |
| Resolution Target |
Next or Future GA Release |
Next or Future Maintenance Release |
Workaround, Next or Future Maintenance Release |
| Hardware Support |
- Advanced Replacement for DOA's within 30 days of shipment
Commitment: Replacement part will be shipped within one business day after receipt of signed RMA agreement, subject to availability of product.
- Year 1: 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.
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Contact us for more information on Service Programs.
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