SD-WAN

Hi,

We have EC10104 devices with 5 year support - EC-10104-MAINT-5Y. Please can you advise me if there is a datasheet with a description of the serivces included with this service level, and the response times etc.

Kind regards

Andrew Rycroft

Hardware maintenance does not come with a priority level. 

If you have a failed device you can open a self-RMA on the support site and a new device will be shipped to your location from the closest depot the same day if opened before 1pm. Normally you will receive the new unit the next business day.

Software maintenance is included with your licenses

You can find information about service levels and response times from the TAC team in our Case Opening Guidelines video:

https://www.youtube.com/watch?v=myoV-ln1py4&t=95s

The URL above takes you to the point in the video where the priority levels and response times are shown.