SmartCare Support Services
SmartCare Basic is free support from Patton available on all Customer Premise devices. SmartCare Basic is free-of-charge during the first year and can be extended by the purchase of an Extended Warranty.
SmartCare Premium support addresses the high-end service requirements of Telecom carriers, Internet Service Provider (ISP), and other organizations that need either guaranteed response and resolution times or evening and weekend service.
| SmartCare Support Grid | Description | Live-Person Support | Support Services | Response Times | Remedy Times | Service Hours |
| Basic* | Basic, best-effort, support for the first year for Patton Customer Premise Devices. Free for Patton Certified Channels and Registered Partners. |  |
Troubleshooting & Configuration Assistance | Best Effort | Best Effort | 0800 - 1700 EST/EDT 0900 - 1200 CET/CEDT 1330 - 1730 CET/CEDT |
Premium | You are issued a "hot line" email address. We guarantee the response and remedy times subject to a customizable SLA. Premium Plus includes 24x7 global support anytime, day or night for incidents anywhere in the world. |
|
Troubleshooting, Configuration Assistance and Configuration Development | 2 Hours | 8-16 Hours based on severity | Business Hours in Your Time Zone |
| Premium Plus | 24x7 |
Order Codes:
SVC-SmartCare-BH Premium Support for Business Hours
SVC-SmartCare-24/7 Premium Support, 24 x 7 Coverage
SmartCare Support Tools:
To purchase SmartCare Support Services or to view a specimen SLA, please email sales@patton.com To Register a Product, Check the Warranty Status, Open a Ticket or Check to Status of a Ticket, please Log-In to the Support Portal.
