Technical Assistance Center
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 Zhone Support Portal is available globally to customers in need of product support. The portal hosts a weekday 24 hour Live Chat to connect immediately with our support, and also allows you to submit support 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 (SRs).
After Hours Support
If you have an outage condition with service down, that cannot wait until normal business hours then call our Zhone after hours support team. After hours outage support is a service that is included in annual specific maintenance contracts.
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.
Please Note: You do need to call the Zhone support team to engage after hours, opening a critical case on the portal only, will not trigger a call.
For emergency/network down issues after hours or on the weekend, please contact 1-877-946-6320 or 510-777-7133, following the prompts for technical support
Access to the TAC, submissions on the Web and emergency support are available for customers under warranty or with a valid maintenance contract.
