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.

Description

Enhanced
Network
Care

Total
Network
Care

Hardware

Extended Warranty

Free Repair

We pay return postage

Dead on Arrival (DOA)

No charge for DOA hardware

Next Business Day Advanced Replacement

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