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, and are summarized in the following table:
Service Plan

Silver

Gold

Platinum

Notes
Customer
Technical
Support
Phone 24 x 27 x 365 24 x 27 x 365 24 x 27 x 365 Live Response
Email Response Within 24 Hours
Critical problem resolution time 24 hours 8 hours 4 hours Uninterrupted activity untill
workaround or fix
On-site Support 24 hours
Out-of-Warranty Repair Base fee applies 90-day warranty repairs
Advanced Hardware Replacement Next business day
for in-stock parts
See Sparing For replacement determination by
13:00 Eastern time
Sparing 4-hour delivery Dedicated Depots
Software Maintenance Updates Updates Updates and
Installation

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Optelian’s modular FLEX Architecture solutions deliver services from access to long-haul, passive to packet, and 100M to 100G+.

To learn more, please request a quote.