Service Level Agreements
A Service Level Agreement (SLA) is an agreement designed to provide extended warranty, technical support and software upgrades beyond our standard services. We tailor such agreements for our customer to meet their network, operational support and warranty requirements. You, the customer is in control of what you need, while we can recommend based on industry best practices. Our SLAs are designed to protect your investment and ensure that you systems is operating smoothly. Such service level agreements guarantee the priority services levels from Enablence. Here are just some of the services that can be included in your SLA:
Service Packages
Enablence offers two service packages, the first of which is the basic Enablence Service Package (ESP) which provides Technical Assistance Center (TAC) availability 10 hours x 5 days a week, 8:00AM to 6:00PM, Eastern Time, excluding company holidays. Basic ESP is provided at no charge for the first year of the customer’s deployment, but can be extended at your options for future years.
Enablence’s Premium ESP provides TAC availability 24 hours x 7 days x 365 days per year. Premium ESP also provides for advance replacement of hardware to be shipped within one business day of RMA issuance instead of a regular repair cycle.
Both Basic and Premium service packages provide firmware updates and releases as part of the package.
Extended Hardware Warranty
Enablence Systems’ standard hardware warranty period is one year, or as stipulated in the Customer Purchase Agreement. Customers have the option of extending hardware warranty on all Enablence products. Coverage on the customer premise equipment (ONT, ENT, and RGN) may be extended to a total of 4 years. On the Enablence systems product lines (BAS, BAR, MAGNM-FX, MAGNM-20, MAGNM-10 and Trident7) warranty may be extended to a total of 7 years.
Software Warranty, Software Updates, Software Upgrades
Enablence standard software warranty covers 1 year from shipment including software patches, updates and new upgrades. Extended software update, upgrade services are available on an annualized basis including installation support.
Discuss your needs with your regional sales manager or contact us at services@enablence.com. For additional detail, please consult the attached data sheet.
