Adtran is one of the many reputed brands endorsed by Hummingbird Networks. We carry various high quality performance products of Adtran's such as IP phones, wireless access points, firewalls and so on.
As one of the leading providers of telecommunications and internet equipment, it becomes one of Adtran's prime responsibility to respond to customer queries in minimum time and maximum efficiency. When I decide to buy a product, it would be very important for me to know how much time Adtran support takes to respond to my support case.
Severity Of Case
The speed at which a request is attended to depends on the severity of your request. There are basically four levels of severity:
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Critical: A support case is said to be critical if any delay in rectifying the issue leads to collapse of the whole system, or a major part of the system, or degradation of its performance.
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High: A support case which has adverse effects on the quality of services provided to the customer or will spoil your control over network operation and its efficiency.
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Medium: This severity level is assigned to a case which does not have a large impact on the system or its performance or the quality of customer service.
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Low: A low severity level case has no impact on the system. It is just a query about the functionality or configuration of particular equipment.
Support Plans
Any support case logged with Adtran is handled by Adtran Custom Extended Services (ACES). There are various plans available to provide maintenance and support to its customers:
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7x24x4 and 7x24x4 on-site Plan: In these plans, a Technical Support Engineer is available for non-service emergencies from Monday to Friday between 7am and 7pm central time excluding holidays declared by Adtran; and is available 7 days a week and 24 hours a day for service affecting emergencies for support cases lodged through
phone having a critical severity level. In this case, the engineer should be able to contact the concerned person in as less as 30 minutes.
If the equipment is found to be defective and the plan is an On-Site plan, an On-site Technician is responsible to pick up the faulty equipment from the client location to be delivered to Adtran within 4 business hours of failure detection and also replace or rectify the equipment in the time allotted. In a regular plan, the client will be responsible for the same.
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5x8xNBD and 5x8xNBD on-site Plan: You can contact the Technical Support Engineer
for support cases from Monday to Friday between 7am and 7pm central time excluding declared holidays. It is mandatory for the engineer to be able to contact the concerned person in as less as 30 minutes.
If equipment is found defective and the plan is an On-Site plan, an On-site Technician is responsible to pick up the faulty equipment from the client location to be delivered to Adtran support before 5:00 pm local time on the next business day of failure detection and also replace or rectify the equipment in the allotted time. In a regular plan, the client will be responsible for the same
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5x8x4 on-site Plan: A Technical Support Engineer can be contacted from Monday to Friday between 7am and 7pm central time excluding holidays for support cases. The engineer should respond in 30 minutes by identifying the concerned person.
If the equipment is found faulty or defective, an On-site Technician is responsible to pick up the faulty equipment from the client location to be delivered to Adtran within 4 business hours of failure detection and also replace or rectify the equipment in the allotted time.
Therefore, with a systematic support management plan and an efficient support team Adtran responds to your support cases efficiently and quickly.
Have a tech support expereince you'ld like to share? Good or bad we would love to hear about it! Let us know below!
