All Optica products are covered by a parts-only warranty against defects in materials or workmanship for a period of one (1) year from the date of original shipment. Service under the hardware warranty will be provided by telephone only during normal business hours. Any component determined to be defective will be subject to mail-in unit exchange after Optica has authorized the return of the hardware. For full maintenance coverage beginning day 1, a service/maintenance plan must be purchased with the hardware. For more information, please contact us at +1-720-214-2800 x850 or at email@example.com
7/24 Maintenance Services
Optica Technologies provides full maintenance coverage to meet our customers’ requirements. With a current and valid maintenance agreement, Optica’s maintenance coverage includes the following:
Level 1: Optica provides 24/7/365 telephone support and performs initial problem assessment remotely. PLEASE NOTE: Optica requests and strongly recommends IP/VPN secure remote access to our products, which allows Optica to provide the best responsiveness and the highest level of product support. Without remote access to our products, the customer will be responsible for capturing the diagnostic log bundle from the unit and sending it by email to Optica Technical Support.
In the event of a defective hardware component, Optica dispatches a replacement part from our US or European spares depot for expedited delivery to the customer location.
Level 2: Optica utilizes a specialist group of technicians who provide advanced problem determination and log analysis remotely. The specialists are able to perform system level problem analysis and are very knowledgeable in ESCON and FICON channel protocol.
Engineering and LIC Support: Optica’s sustaining engineering team performs protocol level problem analysis and microcode support. This coverage includes the provision of new firmware releases as they become available for general release. Optica Level 2 specialists work closely with Optica engineering until the issue has been resolved.
Onsite Hardware Replacement: Optica contracts with IBM to provide onsite support in specific countries. An IBM technician can be dispatched by Optica to perform onsite maintenance actions as deemed necessary by Optica Technical Support.
Problem Notification Procedures:
When an equipment problem is encountered or suspected, the customer should:
- For non-urgent issues or general inquiries, call +1-720-214-2800 or email firstname.lastname@example.org
- For immediate response to urgent issues, you must have a current and valid Optica maintenance agreement. Please contact the Optica Support Center at +1-800-953-4773 or +1-720-214-2800 ext. 850. You may also send an email to email@example.com. A technician will return your call within 1 hour 24/7/365.
- Provide product type (Prizm, ESBT, zVT).
- Provide unit serial number.
- Provide your name, company and callback telephone number.
- Provide a brief description of the problem.
- Customers who do not have remote VPN access established for the Optica product must capture and email the Diagnostic Bundle from the unit to firstname.lastname@example.org
Microcode/Firmware Updates: With a current and valid Optica maintenance agreement, the customer is entitled to all new firmware/software releases, as they are made generally available by Optica Technical Support or your authorized maintenance provider. It is the Customer’s responsibility to apply the firmware updates as outlined in the product user guide.
Prizm Configuration Management:
With Standard maintenance coverage, it is the Customer’s responsibility to maintain the Prizm configuration files (PCDS) based on changes that occur in the operating environment. Information on maintaining the PCDS is outlined in the Prizm user guide. Prizm configuration services are available from Optica Professional Services as a fee-based service.
“GOLD” Maintenance Option
With the optional Gold maintenance coverage, Optica will support the customer for a maximum of 4 configuration/change management activities per Prizm unit per year, via remote support. Optica will gather the necessary change information from the customer in order to create the new configuration files for each Prizm unit. Deliverables include the new configuration files (PCDS) and updated topology/design diagrams.
Please contact Optica Technical Services or your authorized reseller for more information