Warranty
Standard Warranty and Product Life Cycle
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.
End of Sale Policy (EoSP)
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.
End of Technical Support (EoTS)
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.
End of Life Policy
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.
Product Lifestyle Stages
| 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.