Support Options

Larscom offers four customer service levels. Basic Factory Warranty service is FREE to every customer and includes technical support during normal business hours, next-business-day replacements on failed units (1 to 90 days from factory ship date), and up to five-year repair service for defective units (10-day turnaround).

Our Network Health Maintenance Organization (HMO) support programs include three simple programs that ensure we're there when you need us.

Services	Basic Factory Warranty	Bronze	Silver	Gold
On-site Support
Response Time	Priority	Priority	Next Day	2 or 4 Hour
Price *	$300 per hour	$250 per hour	$200 per hour	Included
Factory Repair
Replacement Time	10 day turnaround	2-5 day turnaround	Next Day Advance	2 or 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	1hr. or less	30 min or less
Remote  Diagnostics	no	Included	Included	Included
Price	No Charge	No Charge	Toll Free No Charge	Toll Free No Charge
Software Updates
Major Releases	Available for Purchase	Included	Included	Included
Maintenance  Updates	If Required	Included	Included	Included
On-line Support
Technical  Documents	No	Included	Included	Included
FTP Site	No	Included	Included	Included
Product Training
Discounts  Available	None	10%	25%	50%

*Price is portal-to-portal with 4-hour minimum during normal business hours
**Advanced Replacement is 1-90 days from factory ship date

To Choose a Support Program that's Right for you…
Call:
Phone: (510) 490-4906
Fax: (510) 413-1337
email: servicesales@larscom.com

Discontinued products no longer qualify for support.