MainStart Overview

The products Verilink manufactures are engineered for high reliability. Many offer built in redundancies to minimize service outages. In the event a failure does occur, Verilink’s product maintenance and service plans help to ensure that the customer has the right replacement parts and service options.

Gold
• Same day product replacement
• 4 hour average on-site response
• Spare provided
• Defective units replaced and tested by engineer
• Same day on-site support, including weekends and holidays
• Thirty (30) minute or less telephone support via toll-free number (US domestic) – 24x7x365
• Gold Service does not include installation work for new units/applications.

Silver
• One (1) hour or less telephone support via toll-free number (US domestic) – 24x7x365
• Next business-day advance replacement of defective units for Domestic locations
• Best possible way for International locations

Bronze
• Basic Factory Warranty features, plus
• Two business day turnaround on factory repair (in or out of warranty)
• Unit sent to Verilink freight prepaid
• Repaired and returned within 48 business hours.

Support Features
Each plan includes the following customer service features. These features are “over and above” the Basic Factory Warranty service. Basic Factory Warranty service is included in the price of the equipment at the time of purchase and consists of:
• Technical support assistance during standard business hours,
• Next business-day replacements on DOA units (field failures within 90 days of factory ship date), and
• Verilink standard hardware warranty repair work. Verilink’s goal for turnaround on warranty repair work is 10 days, in-house.

These service features also include an onsite component that carries a discounted hourly fee (discount based on the cost of the plan). Our Maintenance Organization provides additional support programs and options that provide increasing levels of support as outlined in the chart below.

	Basic Warranty	Bronze	Silver	Gold
On-site Support
Response Time	Priority	Priority	Priority	4 Hours
Price	$300 per hour	$250 per hour	$200 per hour	Included
Factory Repair
Replacement Time	10-day Turnaround	2-day Turnaround	Next Day Advance	4 Hour
Replacement Cost	Included	Included	Included	Included
Repair Cost	Included	Included	Included	Included
Phone Support
Coverage Hours	8am - 5pm PST M-F	8am - 5pm PST M-F	24 x 7 x 365	24 x 7 x 365
Response Time	Priority	Priority	1 hr or less	30 min or less
Remote Diagnostics	Not Included	Included	Included	Included
Call Method	Toll	Toll	Toll Free	Toll Free
Software Upgrades
Major Releases	Available for Purchase	Included	Included	Included
Maintenance Updates	If Required	Included	Included	Included
On-line Support
Technical Documents	Included	Included	Included	Included
FTP Site	Included	Included	Included	Included
Product Training
Discounts Available	None	10%	25%	50%

* Exclusions: Acts of God (lightning, flooding, earthquake, etc.), negligence and unauthorized repairs.
(1) 4 Hours average for U.S. customers only; Varies for customers located outside of U.S.
(2) Price is portal-to-portal with 4-hour minimum during normal business hours.
(3) From time of receipt at repair service location.
(4) Next Day Advance service guaranteed for U.S. customers only; Fastest shipment method possible for customers located outside of U.S.
(5) Advance replacement under factory warranty is limited to first 90 days from factory ship date at time of original purchase.