SUPPORT PACKAGES
For more information about Optelian Support Packages, review our Professional Services Portfolio. Service plans can be tailored to any customer’s specific business requirements - contact: Sales@optelian.com. Summary is provided in the table below:
SERVICE PLAN
SILVER
GOLD
PLATINUM
NOTES
Customer
Technical
Support
Phone
24 x 7 x 365
24 x 7 x 365
24 x 7 x 365
Live Response
✓
✓
✓
Response Within 24 Hours
Critical problem resolution time
24 Hours
8 Hours
4 Hours
Uninterrupted Activity until Workaround or Fix
On-Site Support
−
−
✓
24 Hours
Out-of-Warranty Repair
Base fee applies
✓
✓
90-Day Warranty Repair
Advanced Hardware Replacement
−
Next Business Day for In-Stock Parts
See Sparing
For placement determination by 13:00 Eastern Time
Sparing
−
−
4-Hour Delivery
Dedicated Depots
Software Maintanance
Updates
Updates
Updates and Installation