Technical Support

Troubleshooting
Optelian’s expert technical support team does more than answer questions and solve operational issues, we stay dedicated to a problem until it is resolved to our customer’s complete satisfaction.

Hardware repair and return
Optelian’s returned material authorization (RMA) procedure expedites the return and repair of defective products. Once the RMA information is received, the product will be repaired or replaced as indicated in the warranty/terms and conditions of sale.

Maintenance
Optelian provides assistance for routine maintenance and network expansion, going onsite when needed. Activities include upgrading software and firmware and balancing DWDM optical power.

Training
To ensure problem-free network operation, Optelian provides onsite, hands-on training for initial system installations. Additional training at Optelian training centers or using online interactive webinars is also available.

Topics covered include:

  • Product overview
  • Installation, test and turn-up
  • OAM&P
  • Engineering
  • Instructor training (train the trainer)

Warranty

What the warranty covers:

Optelian warrants its products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, Optelian will, at its sole option, repair or replace the product with a similar product. Replacement Product or parts may include remanufactured or refurbished parts or components. The replacement unit will be covered by the balance of the time remaining on the customer’s original limited warranty. Optelian provides no warranty for the third-party software included with the product or installed by the customer.

How long is the warranty effective:

Optelian products are warranted for three (3) years commencing from the date of shipment, unless otherwise noted.

What the warranty does not cover:

Damage, deterioration or malfunction resulting from: Accident, misuse, neglect, fire, water, lightning, or other acts of nature, unauthorized product modification, or failure to follow instructions supplied with the product, any product on which the serial number has been defaced, modified or removed. How to get Service: To obtain warranty service, please contact Optelian.

Remote Assistance

Optelian uses the TeamViewer QuickSupport application to provide remote assistance. It provides a temporary secure support session for remote assistance. Optelian support personnel will only use this application after receiving customer permission to access the terminal being supported. Optelian will terminate the session immediately after completing the support task in question or upon customer request. Sessions are encrypted, based on RSA private/public key exchange and AES (256 Bit) session encoding. This technology is based on the same standards as https/SSL and is considered completely safe by today’s standards. The key exchange also guarantees full client-to-client data protection. TeamViewer servers are unable to read any data streams. For further information on the remote session security please visit TeamViewer.

Download QuickSupport Application

Get Support

+1 877 225 9428
techsupport@optelian.com

Start an RMA Request

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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.