Service & Support

Standard & Extended Warranty Services

• Related Information
• Standard Warranty
• Extended Warranty
• Warranty Programs Summary
• Warranty & Support Programs Guide (PDF)
• Request more information on Service Programs

Warranty Overview

Warranty programs are designed to provide a flexible range of enhanced services in conjunction with the delivery of Zhone equipment. Basic components that are part of or available for all Warranty packages include, but are not limited to the following:

• Access to the TAC to open Service Requests (SR) when required to diagnose, isolate and identify problems in the product.
• Analysis of malfunctions or interface problems with Zhone or Zhone connected equipment.
• Remedies and workarounds, including fixes and patches for software faults.
• Software updates that include bug fixes
• Software upgrades that include fixes and new features

Warranty Program Details

• Standard Warranty
• Extended Warranty
• Warranty Programs Summary
• Warranty & Support Programs Guide (PDF)

Technical Severity

Recorded per Telcordia standards (GR-929) with three possible values:

• Network Down - Service platform is down or not functioning. Customer is at risk of losing major business due to network impairment. Customer and Zhone are willing to commit dedicated resources around the clock until the issue is resolved or downgraded
• Major Service Impact - Major service interruption or loss of functionality. Customer feels this issue should be addressed as soon as possible. There may be potential loss of business if issue is not resolved soon.
• Minor/No Service Impact - Customer would like to see this issue resolved but it is not time critical, as the situation may involve such things as aesthetic characteristics or documentation changes.

Contact us for more information on Service Programs.