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Coastcom Assurance Plan
Overview
Coastcom's mission is to satisfy each customer's distinct transmission
requirements by providing a cost-effective solution combining rugged,
versatile equipment with responsive, and
responsible service. We strive to ensure that an investment in our
technology will help you meet your objectives. We endeavor to build a
long-term partnership that goes beyond the normal Manufacturer/Customer
relationship.
Support
Organization
We support our customers by providing guidance with installation,
responsive technical assistance, helpful training, and informative
documentation. Our goal is to provide the best possible support for mission
critical voice & data services in the LAN/WAN communications industry. This
goal is met when the support is delivered quickly and provides real-time
solutions to problems encountered by our customers. Any amount of
"downtime" is too long. When these inevitable outages arise, Coastcom is
there to help you recover in the shortest timeframe possible.
The Customer Service/Technical Support organization is responsible for all
post-sales customer requirements. The Coastcom Technical Assistance Center
(CTAC) is the central point of contact for all issues concerning support of
our products. CTAC provides telephone support, on-line support, and email
responses to customer queries. CTAC is also the point of contact for parts
repair and return material authorization (RMA) processes. Dispatch
coordination of on-site support for installation or remedial support is
also performed from CTAC.
Whenever possible, CTAC attempts to recreate your scenario in our lab
before taking action on your equipment. Problems that can't be resolved
expeditiously are escalated within Coastcom until a solution or work-around
can be found.
On-site support is provided by Coastcom Technical Support Engineers or
Third Party Support Partners. Each engineer, whether it's a Coastcom
employee or third party employee, is fully trained and ready to provide the
highest possible level of technical assistance.
Our training organization provides world-class training to our customers
and partners. Training provides customized opportunities for learning and
is designed to effectively transfer knowledge by focusing on measurable
objectives, appropriate training content and class duration. Coastcom
implements effective instructional strategies that balance instructor
facilitation with student-centered case studies, hands-on exercises,
demonstrations and discussions. Coastcom limits attendance to ten students
per class to optimize the learning opportunity for each student.
Complete and thorough documentation is the hallmark of a complete service
offering. Coastcom provides industry leading product manuals, white papers,
and other support documentation.
Coastcom
Support Offerings
Coastcom offers a wide variety of services under the Coastcom Assurance Plan (CAP) including several Support Programs tailored to fit our customer's needs.
These Support Programs include subsets of the following:
- Telephone Assistance for Remedial Maintenance Activities
- Scheduled Telephone Assistance for Installation/Upgrade Support
- Hardware - Return-to-Factory Repair
- Advance Replacement of Hardware (next business day)
- Software Upgrades – Maintenance fixes / patches
- Software Upgrades – New Features & Functionality
Web Site Access
- Backup & Restoration Assistance for the AIM product line
Basic Warranty
Coastcom warrants its HARDWARE for a period of two (2) years from
the date of shipment. SOFTWARE is sold “as is”.
Hardware Parts Repair is provided on a Return-to-Factory basis with
a 21-day turn around. Coastcom may, at its option, substitute your
part for a refurbished part of compatible revision. Parts repair
information and RMAs are obtained from CTAC.
Coastcom also offers customers FREE
telephone support for a 90-day period following the date equipment
shipped. This telephone support is provided by CTAC Monday - Friday,
6:00 a.m. to 5:00 p.m. Pacific Time, excluding Holidays. Queries
can be submitted by either placing a call to the CTAC toll free
number at 800-385-4689 or through our Web Site under Support. All
Coastcom equipment is required to have a modem connection (if applicable)
for CTAC access at the time support is requested. Dial-back modems
are encouraged for security reasons. The majority of reported problems
can be resolved by CTAC as a result of the tools employed and the
remote serviceability of our products.
Silver
Support Program
The Silver Support Program is designed to meet the needs of those
customers who are proficient in the installation & operation
of Coastcom products and procure their own spares.
This plan is an extension of the “Basic Warranty” Coastcom
offers. The plan includes installation and remedial maintenance
telephone support from CTAC Monday - Friday, 6:00 a.m. to 5:00 p.m.
Pacific Time, excluding Holidays. Queries can be submitted by either
placing a call to the CTAC toll free number at 800-385-4689 or through
our Web Site under Support. All Coastcom equipment is required to
have a modem connection (if applicable) for CTAC access at the time
support is requested. Dial-back modems are encouraged for security
reasons.
Hardware Parts Repair is provided on a Return-to-Factory
basis with a 21-day turn around. Coastcom may, at its option, substitute
your part for a refurbished part of compatible revision. Parts repair
information and RMAs are obtained from CTAC.
Discretionary
Software Upgrades. Coastcom may, at its option, offer a customer
a product upgrade if it is deemed beneficial to the customer’s
network operation.
Gold Support Program
Remedial Maintenance Telephone Support is offered 24 hours a day,
7 days a week, excluding Holidays, through our toll-free number
at 800-385-4689. All Coastcom equipment is required to have a modem
connection (if applicable) for CTAC access.
On-Line Technical Help is also offered on our Web Site under
Support. On-line users can e-mail questions to Technical Support,
view Frequently Asked Questions (FAQs), or see comments from other
customers on the Message Board. Product Manuals and other pertinent
information can also be viewed on the Coastcom web site.
Scheduled Telephone Assistance for Installation/Upgrade Support
is offered 24 hours a day, 7 days a week, excluding Holidays, through
our toll-free number at 800-385-4689.
Advance Replacement (AR) Parts Support is provided Monday
- Friday, from 6:00 a.m. to 5:00 p.m. Pacific Time. Customers can
either use parts from their spares stock or wait until the next
business day for a part to arrive. Requests received by 2:30 p.m.
Pacific Time will be sent out Priority for delivery the next business
day. Requests received after 2:30 p.m. Pacific Time will be sent
out Priority the following business day.
Operational
Software Maintenance provides customers with Software Releases
that include Bug Fixes / Patches (does not include hardware).
Product Support
|
Basic |
Silver |
Gold |
Phone
Support - Maintenance
6-5 M-F (excluding Holidays) |
YES |
YES |
N/A |
Phone
Support - Installation
6-5 M-F (excluding Holidays) |
YES |
YES |
N/A |
Phone
Support - Installation
24x7 SCHEDULED (excluding Holidays) |
|
|
YES |
Phone
Support - Maintenance
24x7 (excluding Holidays)
|
|
|
YES |
H/W - Return to Factory
6-5 M-F (excluding Holidays) |
YES |
YES |
N/A |
H/W
- Advance Replacement
6-5 M-F (excluding Holidays) |
|
|
YES |
| S/W
Upgrade - Discretionary |
YES |
YES |
N/A |
| S/W
Upgrade - Maint Fixes/Patches |
|
|
YES |
| Web
Site - FAQs, Manuals |
YES |
YES |
N/A |
| S/W
Upgrade - New Features |
YES |
YES |
N/A |
Professional Services Offered by Coastcom
The following fee-based services are available to both “Contract”
customers (covered by a current Support Program) and “Non-Contract”
customers.
- On-site Installation
- On-site Technical Support
- On-site Product Certification
- Time and Materials (T&M) Telephone Support
- Miscellaneous Services (cabling, wiring)
- Pre-Installation Support (mapping, configuration, rack &
stack)
- Software Upgrades
- Hardware Upgrades
- Documentation
- Training
On-site Installation
Coastcom offers a comprehensive on-site installation plan that
meets the Customer’s need for expert assistance during the
installation of the AIM and D/I MUX product lines. Coastcom will
perform the following activities, if requested, to make sure that
your equipment is performing in accordance with Coastcom specifications.
- Site Survey (optional)
- Unpack & inventory equipment
- Mount Coastcom multiplexers in your equipment racks
- Connect power from a customer-provided source and perform
power-up diagnostics
- Program & configure the Coastcom product
- Connect Telco spans to the Coastcom equipment
- Support initial traffic cutover, if the environment is ready.
On-site Technical Support
Coastcom offers on-site technical support to both Contract and
Non-Contract customers. Customers under a current Support Program
contract realize significant discounts for this service. Each
engineer, whether it’s a Coastcom employee or third party
employee, is fully trained and ready to provide the highest
possible level of technical assistance.
On-site Product Certification
Coastcom will dispatch an engineer to your site to inspect &
certify equipment you intend to place on a Support Program.
Coastcom charges customers an hourly rate for this service.
However, if the equipment is approved for coverage under a Support
Program (OSHA compliant installation, adequate ventilation,
and equipment is at minimum rev levels), this hourly rate will
be waived.
T&M Telephone Support
Coastcom offers T&M telephone support to Non-Contract customers.
Coastcom also offers T&M phone support to Silver Level Contract
customers who may require telephone support outside of their
contracted hours of coverage. Contract customers realize a significant
discount in the hourly rate.
Pre-Installation Support
Coastcom offers “factory staging” to customers.
Coastcom will rack & stack, pre-configure and map your new
hardware to facilitate error-free installation. Pricing is quoted
on a case-by-case basis.
Software Upgrades
Platinum level customers are entitled to FREE software upgrades
during the period of contracted maintenance. Gold level customers
are entitled to FREE bug fixes/patches. Coastcom offers both
Contract and Non-Contract customers the option to upgrade existing
software to the latest revision levels offered. Pricing is quoted
on a case-by-case basis.
Hardware Upgrades
Coastcom offers both Contract and Non-Contract customers the
option to upgrade existing hardware to the latest revision levels
offered. Pricing is quoted on a case-by-case basis.
Documentation
Coastcom documentation is considered to be some of the most
thorough, informative and useful documentation in the industry.
Documentation (on CD) is shipped with the product. Documentation
may also be downloaded from our web site.
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