C-Cor Broadband
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The Product Support Program

Technical Phone Support – Authorised callers of the customer are entitled to technical phone support for an unlimited number of incidents. Technical phone support will include assistance in the use of supported equipment and software. Such assistance may include help with configuration, identification of hardware and/or software problems and proposed solutions where possible. Assistance may also require remote access to customer’s systems for diagnosis of problems.

Software and Documentation Update – Under this agreement, the customer is entitled to receive or access software updates as well as maintenance fixes for products identified under this agreement. The program will be governed under the same terms and conditions as set forth in the license agreement accompanying the original software licensed by customer. C-COR Broadband will provide the latest version of the relevant technical documentation.

Advance Hardware Replacement Service – An advanced hardware replacement service agreement supplements the customer’s spares inventory and replenishment structure for the support of mission-critical applications. This service provides prompt shipment of replacement equipment from the manufacturer/supplier within 48 hours of an RMA being raised, ahead of the faulty hardware being returned to C-COR Broadband in selected regions.

Extended Warranty Service – An extended warranty service is available to customers who want to extend the warranty period to two or three years for the return-to-factory repair service. This extended warranty coverage is based on the equipment serial numbers. This service provides a 30-day return, plus the confidence of knowing that, should a problem occur, all repair expenses have been covered by one low-cost fee, keeping any disruption to business to an absolute minimum.

Depot Repair – This is C-COR Broadband’s factory repair service for repair and return of defective units on a per unit basis. This operates for normal warranty repairs or on a fee for service for repair of items outside their warranty period. For non warranty items customers will be provided with a quotation for repair costs before the repairs are done.

Critical Spares Holding – In conjunction with the customer, C-COR Broadband can define an ppropriate level of serviceable spares holding’s to be carried in local and remote locations providing the capability to fully replenish serviceable stock in the customer premise within a 24 hour period to any capital city in Australia and New Zealand.

On-site Service – On-site service agreements are for customers who are interested in augmenting their own technical staff in addressing the customer’s network issue/s. Under such agreements the customer is provided with on-site support 7 days a week, 365 days a year. When the customer reports that a network issue cannot be resolved within the targeted resolution time by utilising the technical phone support, C-COR Broadband will, with the customer’s approval, dispatch an engineer to arrive on-site next business day where transportation permits. C-COR Broadband is able to offer much shorter response times where agreed with
the customer. The actual cost for travel and expense will be the responsibility of the customer.


The Bundled Services Program

C-COR Broadband Bronze–

For customers who install and maintain their own network hardware, the C-COR Broadband Bronze service program is a good choice.

The program includes telephone support, software and documentation updates and hardware repair services. Designed to supplement a mature in-house support organisation, the C-COR Broadband Bronze service program provides easy access to the C-COR Broadband logistics location and technical expertise.


C-COR Broadband Silver–

For customers who need access to C-COR Broadband’s technical support team for a higher level of support beyond C-COR Broadband’s normal business hours, the C-COR Broadband Silver service program is the sound choice. The program is packaged to provide the best protection for our customers’ investment.

C-COR Broadband Gold–

For customers who need the most advanced levels of service and assistance from C-COR Broadband, the C-COR Broadband gold service is the ideal choice. The service includes advance hardware replacement, telephone support, software and documentation updates. designed to provide flexibility for customers in maintaining their high performance network.

The Network Services and Support Program

RF Planning – Improve your ability to capitalise on new markets, innovative offerings and improved services to existing customers. RF planning and link analysis services from C-COR Broadband can provide you with the experienced support and coordination to make your network a success. The ability to plan a network requires a dynamic combination of RF experience, demographic information and market-specific familiarity to meet the needs of subscribers both today and tomorrow. These missioncritical engineering functions include:

It also takes time tested and up-to-date software products to ensure accuracy and coverage. Your bottom line will reflect the increased operating efficiencies and improved time-to-market. Whilst the experts at C-COR Broadband focus on network capacity and quality issues, customers can direct their attention to the ultimate “quality expert” — your customers.

Training Services

Keep pace with the rapid change of technology through training programs that build your technical Broadband HFC expertise. C-COR Broadband training services deliver the courses, training and knowledge needed to operate and maintain a successful HFC system network.

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