Service Plans
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.
Service Plans
| Program Description | Std Warranty | Bronze | Bronze Plus | Silver | Gold |
|---|---|---|---|---|---|
| Telephone Support RMA Requests for HW Repair SW Technical Support 7×24 – For Network Outages |
• (90 Days)¹ |
• (Limited*)¹ |
• | • | • |
| Internet Technical Support Access www.dasanzhone.com/support Latest software updates Product release notes & Documentation updates |
• (90 Days)² |
• | • | • | • |
| E-mail notification Customer can be automatically notified of major releases and related product bulletins |
• | • | • | • | • |
| Hardware Repair & Return No Charge repair of products. Customer pays for inbound shipping, DZS pays for return shipping. 15 day turn-around on repairs |
• 1 Year |
– | – | • | – |
| Advanced Hardware Replacement In the event of hardware failure DZS will ship replacement unit 1 business day after receipt of signed RMA form |
• 30 Days |
– | – | – | • |
| Right to Use 3rd party ONTs Annual renewal of RTU Licenses for Homologated 3rd party GPON ONTs. Bronze SLA for 3rd party ONT issues |
– | – | • | • | • |
| Support for Critical Incidents Support Window TAC Support Engineer Response Avg time to fix via new SW Release |
– | 24×7 Best effort¹ Best effort |
24×7 30 minutes urgent patch or maintenance release |
24×7 30 minutes urgent patch or maintenance release |
24×7 30 minutes urgent patch or maintenance release |
| Support for Major Incidents Support Window TAC Support Engineer Response Avg time to fix via new SW Release |
– | 8×5 Best effort¹ Best effort |
8×5 4 hours next maintenance release |
8×5 4 hours next maintenance release |
8×5 4 hours next maintenance release |
| Support for Minor incidents Support Window TAC Support Engineer Response Avg time to fix via new SW Release |
– | 8×5 Best effort¹ Best effort³ |
8×5 12 hours next planned release³ |
8×5 12 hours next planned release³ |
8×5 12 hours next planned |
- Telephone assistance for Warranty and Bronze customers is “best effort” based on priority of tickets and availability of engineers.
- Unrestricted firmware access is not included with the Standard Warranty.
- DZS reserves the right not to implement SW fixes for minor issues.
Professional Services
In order to maintain high consumer satisfaction, efficient operation and sustainable competitiveness, network operators need to be able to rely on highly available and stable network systems. DZS meets these expectations and offers an extensive support program consisting of different service levels and additional customized professional services.
Service Plans – Managed Services
With DZS Network Analytics Managed Services, network operators can increase the efficiency of operation and maintenance as well as the quality of network services.
Move from reactive support to proactive control and operations through meaningful reporting. The added value of the DZS reporting portfolio is continuously enhanced by feedback from customers and partners by incorporating best practice experience and development progress into the continuous improvement process.