Real Support. Real People.

We know what it’s like to need support. Our philosophy is to treat you as we would like to be treated. It is important that you have a valid service contract. With a hands on support center, online documentation and HD video tutorials, it’s no wonder that some of our best reviews are about our amazing support.

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Technical Assistance Center (TAC).

At DZS we pride ourselves on customer support. We know that our products are vital to your networks and to the customers whom you serve. We offer customers global 24 x 7 support as well as a variety of programs to ensure the highest level of response time.

The support portal is available globally to customers in need of product support. The portal allows you to submit service requests, submit an RMA request and obtain the status of your requests. In addition to our online ticketing system, you can speak directly with experienced support engineers either through our Technical Assistance Center or through our off hours support center.

The Technical Assistance Center (TAC) is available Monday – Friday, 8 a.m. to 6 p.m. EST (excluding U.S. holidays), with experienced support engineers who can handle questions, assist with service requests, and help troubleshoot systems. The Customer extranet is also available 24 x 7 to submit and track Service Requests (SR’s).

Support Portal

After Hours Support

If you have an outage condition that cannot wait until normal business hours you can call DZS after hours support. After hours outage support is a service that is included in service contracts and warranty coverage. If you do not have a service contract or warranty coverage you will be billed the standard technical support off hours billing rate. You must agree to pay this before service will be rendered. Billing will be completed after the work is performed and during normal business hours.

To expedite your call you should first open an online service request with as many details as possible. When you call the after hours number, reference the service request number that was provided by the online service request ticket system.

For emergency/network down issues after hours or on the weekend, please contact 1-877-946-6320 or 510-777-7133, prompt #3, #1. Access to the TAC, submissions on the Web and emergency support are available for customers under warranty or with a valid maintenance contract.

Documentation & Downloads.

Find Documentation and Software for DZS Products

Documentation and product information is available for all registered customers. For customers with a valid warranty plus contract or maintenance contract, access is available to the latest software and firmware releases.

Technical Manuals   Field Bulletins   Firmware Downloads

Standard Warranty and Product Life Cycle.

Manufacturer Standard Warranty

Warranty Service offerings are designed to provide additional and comprehensive support throughout the product life cycle, from installation to extended warranty services.

DZS’s Manufacturer’s standard warranty is provided automatically with the purchase of every new product at no additional charge. The period of warranty is determined based on the platform, but it is typically for the first year from the date of purchase.

Warranty customers may choose to purchase additional support coverage through one of DZS’s Service and Support Programs to upgrade their access to technical support and electronic assistance.

After a product/solution is announced as End of Sale(EoS), then final customer sales orders can be placed with DZS  up to 1 month after EoS date.

After the  EoS date plus 1 Month, no more orders will be accepted by DZS.

Three(3) months after EoS date is announced then the product/solution has reached the End of Software Support(EoSS)  state and no more software support is permitted, unless a customer as a valid service contract plan.

Six (6) months after the EoS date is announced then the product/solution has reached the End of Technical Support(EoTS)  state and no more technical assistance  is permitted, unless a customer as a valid service contract plan.

One (1) year after EoS date is announced then the product/solution has reached the End of Life (EoL)  state, the product is no longer supported by DZS.

Service Plans.

Service Plans Overview

DZS Service Programs provide priority access to skilled hardware and software expertise to resolve customer issues. These Service Programs provide real-time access to DZS’s Technical Support through electronic delivery systems or directly with a team of technical experts – a team with substantial experience in providing remote technical support for some of the industry’s largest Access Networks.

DZS does not offer extended support contracts for grey market equipment. If DZS determines that an item was purchased via the grey market, the support contract may be subject to immediate termination without refund.

Conditions

  • Software support is offered for the current and one preceding SW stream only.
  • Hardware repair or replacement is provided on a like for like basis.
  • DZS will ship repaired/replacement products to a designated location at its expense.
  • Customer shall be responsible for any requested premium transportation and customs/taxes/duties
  • Customer shall be responsible for charges to return defective products to DZS.
  • For advance replacement service, Customer shall return the failed product to DZS within 30 days and shall assume risk of loss/damage during the shipment and shall pay all transportation charges.
  • If the failed unit is not returned to DZS within 30 days, or if the failed unit has been subjected to misuse, abuse, or unusual hazard or disaster, customer shall purchase the replacement product at customers then current pricing.
  • All amounts are due within 30 days of invoice.
  • DZS reserves the right to charge for services outside the scope of Technical Service Program, including third-party devices not provided by DZS.

Return Merchandise  Authorization (RMA).

General RMA Process

  • Provide the part numbers and serial numbers of the products to be repaired.
  • In general, all product lines ship with a minimum one year standard warranty (may vary by contract).
  • DZS will verify the warranty and provide the customer with a repair quote for anything that is not under warranty.
  • DZS requires a purchase order or credit card for out of warranty fees.
DZS RMA Portal  DZS-KeyMile RMA Portal  Korea-APAC RMA Portal
Dead On Arrival Process*

  • See general process above.
  • Replacement product will ship within 1 business day as long as product is available.
  • Customer is required to agree to DZS’s Advanced Replacement RMA terms and conditions, available on the RMA request web form in order for us to ship product to you in advance of receiving the defective part(s).

*DOA is defined as equipment that fails out of the box within 30 days of shipment

Emergency Advance Replacement Process

  • Provided to “Gold” contract customers only.
  • Non contract customers: available for a fee per item and subject to equipment availability. We must receive a purchase order in advance of shipment.
Repair Process

  • Refer to general process above.
  • Repair Cycle Time – approximately 15 business days
  • Repair cost out of warranty – Varies by product line and is subject to change. The RMA Dept. will provide a repair quote (if applicable) at the time of the request
RMA Warranty

  • DZS warrants all repairs for 90 days or the remainder of the standard warranty (whichever is greater).

Specific Packing Requirements

  • Please package your unit carefully so it will not get damaged while being shipped. Never ship a chassis with cards installed inside, as damage to backplane connectors may occur if the package is dropped. Cards must be separately packaged and shipped in their own boxes.
  • Remove accessory items such as cables and manuals. DO NOT send these items to us with your unit. We cannot guarantee that they will be returned to you.
  • DO NOT send in any equipment without an RMA Return number or equipment, which was not approved for return. For Example, be sure to remove your modem cards before sending us your box unless all components were approved for the RMA. Please call us if you are not sure what should be sent to us on this RMA Return Number.
  • Mark your Return RMA number clearly and boldly on the outside of the shipping box. Missing information will cause delays.
  • Charges associated with shipping defective products back to DZS are the customer’s responsibility.

To satisfy increasing consumer bandwidth demands and align with market trends, many Telecom solution providers have begun to future proof their networks with the deployment of fiber technologies. These can be new deployments or augmentation and upgrade of existing copper-based networks.

While high speed Internet access speeds vary by region, DZS is deployed in virtually all the most advanced countries that offer ultra high speed Internet speeds and our ongoing mission is to work with aspiring nations who want the benefits of connecting all  citizens to the Internet world.

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