Service & Support

Web Site Entry Process for Service Requests & RMAs

This document provides a guideline for opening and tracking Zhone's product support requests.

Zhone's customer support is provided by GSS (Global Service & Support). The procedure for opening a ticket with GSS is outlined in the steps below:

Go to Zhone's Web site at www.zhone.com and select Support
On the Service & Support Page click "Submit Service Request" or "Submit RMA Request."
If not already signed in, you will be asked to sign in with your email address and the password you chose when registering.
Fill out the Service Request form and submit.
Billing and Shipping Addresses are required for RMA requests.
Once the request is submitted, a Service Request (SR) will be created to track the issue. You will receive an email confirmation of the SR. Please use this SR number as reference in the email subject for any other email correspondence regarding the issue.
For RMA requests, you will also be emailed an RMA# and instructions for returning your product to Zhone.

Go to Zhone's Web site at www.zhone.com and select Support
On the Service & Support Page click "View your Service Requests."
By default your most recent open requests will be listed. If necessary, use the search options available to find specific Service Requests.