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Service & Support
Warranty Programs Summary
Zhone Warranty and Support Programs are designed to provide a flexible range of enhanced services in conjunction with the delivery of Zhone equipment. The following charts provide a quick comparison of the program components. Contact us for more information on Service Programs.
Warranty Features Comparison Chart
| Program Descriptions |
Standard Warranty |
Basic |
Silver |
Gold |
Telephone Assistance
- 7x24 – For MAJOR OUTAGE and NETWORK DOWN. Monday through Sunday, 24 hours per day, 365 days per year.
|
Yes (limited) |
Yes (limited) |
Yes |
Yes |
Internet Technical Support Access
- www.zhone.com/support
- Latest Software and Firmware Upgrades
- Product Release Notes
- Documentation Updates
|
Yes |
Yes |
Yes |
Yes |
E-mail Notification
- Customers can sign up via Zhone’s web site to be automatically notified of major releases and related product information.
|
Yes |
Yes |
Yes |
Yes |
Repair & Return
- Zhone covers repair costs of products returned to factory. Replacement parts shipped within 15 days from receipt of defective product.
|
Yes |
|
Yes |
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Advance Replacement
- Replacement part will be shipped within one business day after receipt of signed RMA agreement, subject to availability of product.
|
Yes
DOA * within 30 days |
|
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Yes |
Warranty Response Matrix
| Program Descriptions |
Standard Warranty |
Basic |
Silver |
Gold |
Support for Minor Incidents
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5x8 (PST)
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5x8 (PST)
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5x8 (PST)
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5x8 (PST)
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1 BD
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24 hours
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12 hours
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8 hours
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- Progress Update (as required)
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Best Effort
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5 BD
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3 BD
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2 BD
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Next or Future GA Release
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Next or Future GA Release
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Next or Future GA Release
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Next or Future GA Release
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Support for Major Incidents
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5x8 (PST)
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5x8 (PST)
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5x8 (PST)
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7x24
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24 hours
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12 hours
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8 hours
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4 hours
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- Progress Update (as required)
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Best Effort
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3 BD
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1 BD
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24 hours
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Next or Future Maintenance Release
|
Next Maintenance Release
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Next Maintenance Release
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Next Maintenance Release
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Support for Critical Incidents (Network Down)
|
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7x24
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7x24
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7x24
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7x24
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1 hour
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1 hour
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1 hour
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30 min
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12 hours
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8 hours
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4 hours
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2 hours
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Work around, Next or Future Maintenance Release
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Work Around, Next Maintenance Release
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Work Around, Next Maintenance Release
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Workaround, Engineering Release, Engineering Build
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BD = business day
Warranty Programs Summary
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Year 1 |
Beyond Year 1 |
| Hardware Repair & Replacement |
Hardware Repair
- "Like for Like" return to factory for repair (Depot Repair)
- 15-business-day turn-around from receipt to ship
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Warranty
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Annual Maintenance Contract -or- "pay per use"
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HW Advance Replacement (requires valid HW Warranty or HW Maintenance Contract)
- Replacement part will be shipped within one business day after receipt of signed RMA agreement, subject to availability of product.
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Warranty
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"Balance of First Year" Maintenance Contract -or- "pay per use"
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Annual Maintenance Contract -or- "pay per use"
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| Software & Technical Support |
Software and Remote Technical Support
- Access to Patches / bug fixes
- 5x8 Telephone Technical Support for bug reporting & troubleshooting
- 7x24 Telephone support for "Outage / Network-Down
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Warranty
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Annual Maintenance Contract -or- "pay per use"
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| Maintenance Contract |
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Enhanced Coverage under Maintenance Contract
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All items covered under warranty listed above, PLUS:
- 5 days x 8 hours Telephone Technical Support for configuration, provisioning and operations questions
- Remote Telephone assistance for patch management, selection and initial patch installation
- 15-business-day turn-around from receipt to ship for HW repairs
- Depot Repair OR Advanced replacement for mutually agreed emergencies
- Periodic SW updates (“dot” versions of major releases) for purchased, authorized SW
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*) DOA is defined as equipment that fails out of the box within 30 days of shipment.
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