Network Support Services
This service provides a technical service engineer who will troubleshoot problems within your network environment and will identify and isolate product failures, including whether the failure requires a return of your equipment to Experit Networks for repairs. This is a live phone support plan with availability up to 24 hours a day, 365 days a year, depending on the plan selected:
24 x 7 x 365 Technical Assistance Center (TAC) Access
Live phone support 24 hours a day, 365 days a year.
12 x 5 TAC Access
Live phone support 8:00 a.m. to 5:00 p.m. (GMT+2), Sunnday through Thrusday, excluding holidays.
This feature provides for an Experit Networks engineer to assess your basic hardware and software configuration files. If additional services are required, the Experit Network Professional Services organization is available to provide complete engineering services, including design consultation, implementation, documentation and turn-up, which are billed separately.
This feature allows access to software updates and release notes specific to your product.
Hardware Replacement Services
In the rare event of a hardware failure, this service will ensure product replacement to correct malfunctions, system errors and other related problems that adversely affect the product’s ability to operate as designed. All returns require product warranty registration and must be qualified by an Experit Networks technical support representative in the TAC prior to return authorization. All RMA requests must be received by 1:00 p.m. GMT(+2) to process the same day; otherwise, RMAs will be processed the following business day.