Support & Service Guidance - Edge/Core Carrier Network Equipment

Support & Service Guidance - Edge/Core Carrier Network Equipment 
Edge/Core Carrier Network equipment, including the SN10K Series and RAS Products have different policies, requirements and recommendation compared to Patton CPE and enterprise communications products. Patton's commitment to our carrier and large enterprise customers includes a blend of required and recommended professional services itemized in every SN10K quote or proposal.

Support, Service and Warranties
Support & Services - "Basic Support" is not available for Edge/Core Carrier Network Equipment. "Premium Support" must be purchased. Patton SmartCare Premium Support addresses the high-end service requirements of telecom carriers, Internet Service Providers (ISP), and other organizations that need guaranteed response and resolution times or evening and weekend service. We guarantee the response and remedy times according to a customizable SLA. With SmartCare Premium Plus (24x7), you will get a "hot line" call-in number and email address.

Please reference order code SVC-SmartCare-BH or SVC-SmartCare-24/7 when ordering Support or consult our page on SmartCare Support Services.

The SN10200 requires the purchase of a minimum of 2 days of SmartAssist Professional Services and the SN10300 a minimum of 5 days. Patton Certified Channels, who are Authorized Installers of the SN10K, are not required to order the minimum Professional Services. Patton recommends the purchase of customized Services and Support SLA's for an installation of Edge/Core equipment. Rates and service vary on the size and complexity of the installation.

The amount of Professional Services needed is driven by the size or complexity of the system. Systems can be loosely categorized as Small, Medium, and Large. The table below presents typical engagements for each size.

Small Medium Large
10100 applications of up to 5 units; RAS Installations 10100 applications of 6 or more units; 10200 applications; 10300 applications involving only T1/E1/J1 or DS3 10300 applications involving STM1/OC3 ports

Service Small Medium Large Units
Pre-sales Architecture Design Service 4 hours 8 hours 16 hours SVC-NETENG-HOUR
Pre-configuration and Staging Test at Factory (per unit) 4 hours 4 hours 8 hours SVC-SmartAssist-BH
Installation Support 4 hours 4 hours 8 hours SVC-SmartAssist-BH
Training (not including travel costs)   4 hours 8 hours SVC-NETENG-HOUR
Audit of Configurations     8 hours SVC-NETENG-HOUR

Please email for details on project planning and customization of services. Please reference order code SVC-SmartAssist-BH when ordering the minimum required Professional Services or consult our page on SmartAssist Professional Services.

Warranties, Spares & Software Maintenance - "Enhanced Warranty" is not available as a standard service for Edge/Core Carrier Network Equipment. The reason for this is that most Edge/Core equipment sold by Patton offers n+1 or nx1 redundancy ensuring any equipment failure is managed without any network interruption.

Patton will work with you to study the degree of site, link and power redundancy when planning for the availability of spares. In some cases on-site spares are not required. As part of a customized SLA, Patton will send a replacement product in advance of receiving the warranted product at our service depot.

Software Maintenance for Edge/Core products is available in accordance with our standard Software Maintenance Policy, where it's free for any product carrying an active warranty. If Extended Warranties are not desired, but software maintenance is required software upgrades can be purchased for a flat fee. If an SN10K unit is out of warranty and the purchase of an Extended Warranty is not desired, units can be repaired for a flat depot repair fee regardless of the model.

For the SN10K series, please reference SVC-OOW-SOFT-UPG-SN10K for the purchase of an Out of Warranty Software Upgrade and SVC-OOWR-SN10K for an Out of Warranty Repair.

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Support: / +1 301 975 1007
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