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.

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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