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).
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 annual 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.
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.