Overview
DZS Support Plans
DZS Support Plans are tailor made to meet you and your customers every needs, whether comprehensive 24/7 or peace of mind occasional support, we have something that suits every need and budget.
In today’s world, we understand the need to create flexibility and choice when it comes to your support needs.
No matter what support plan you choose, you will have access to 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, Optical Networks as well as Cloud Orchestration and Experience deployments.
Support Plan Overview
| Program Description | Warranty | Bronze | Bronze Plus | Silver | Gold |
|---|---|---|---|---|---|
| Telephone Support Technical Support RMA Requests |
90 Days | • | • | • | • |
| Internet Technical Support Access Live Chat Latest Software Updates Product Release & Documentation Updates |
90 Days | • | • | • | • |
| Hardware Repair & Return No Charge repair of products – Target 15 Day Turnaround |
1 Year | – | – | • | – |
| Advanced Hardware Replacement Replacement unit 1 business day after receipt of signed RMA |
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 | 8×5 90 Days |
Major/Minor Only |
24×7 | 24×7 | 24×7 |
| Support for Major Incidents | 8×5 90 Days |
8×5 | 8×5 | 8×5 | 8×5 |
| Support for Minor Incidents | 8×5 90 Days |
8×5 | 8×5 | 8×5 | 8×5 |
Support Plans and Policies
For more details around our support plans and policies