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Home»Products»Services»Network Care Programs

Network Care Programs

 
We strive to provide world-class product support to guarantee the success of our customers’ network needs. Our Enhanced and Total Network Care Programs provide access to our topnotch Product Support Engineering team, extended hardware warranty coverage, and many other service offerings for a single annual fee.

Through our Network Care Programs, service providers can expect to receive the maximum value for their ADTRAN solutions. To order or receive more information on Mosaic and our Network Care Programs, email us or contact your sales representative.
 
DescriptionEnhanced
Network
Care		Total
Network
Care
Hardware  
   
Hardware Repair Service  
 Repair/Return Customer pays inbound. ADTRAN pays outbound via standard carrier.
Next Business Day Advanced Replacement  
 Customer pays inbound on return unit. Fees may apply if unit is not received.N/A
   
Product Support

  
 The product or software in question must be at least N-1 software releases back or better in order to receive priority Technical Assistance as outlined below  
Product Support Assistance via Email
Outages  
 All requests for outages must be initiated by phone and clearly communicated that the issue is outage related.
By phone, 7x24 one hour or less response time
By phone, 7x24
twenty min or less response time
Non-Outages  
 Add 2 hours to response targets for emailed or web-initiated service requests. Non-outage requests for service made after normal business hours will be placed in the priority queue for the following business day.
By phone,
6 hour or less response time
By phone,
4 hour or less
response time
Software Maintenance  
Pre-scheduled 4 hours of Remote AOE Install or Upgrade
Device Network Element Discovery Keys (Cat I/Cat IV) for AOE

Keys to Display GUI Options for AOE
Linux Base Application Software and Documentation for AOE
Software Patches & Updates (AOE/Firmware/System)
Training  
Redeem for our scheduled training classes
2 - $1000 vouchers
4 - $1000 vouchers