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

Email

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