Technical Phone Support
C-COR Broadband’s Technical Support Engineers have extensive experience in supporting large scale broadband and wireless access systems and help customers 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 include remote access to customer’s systems for troubleshooting and diagnosis of any access system anomaly. Where technical phone support is provided, C-COR Broadband will provide quality technical support in accordance with generally accepted and recognised business practices and standards.
Software and Documentation update
The C-COR Broadband software and documentation update program offers a convenient, cost effective method for our customers to maintain our software products at the most recent software release level thereby allowing our customers to derive the greatest benefit from their software investment.
Services covered by the C-COR Broadband software and documentation update program:
Phone Support – Customers are entitled to phone support for an unlimited number of incidents. 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 include remote access to the customer’s systems for diagnosis of problems.
Software updates – C-COR Broadband will provide major software updates as well as maintenance fixes for product supported under this agreement. Release notes, as a notification of such updates, are distributed to customers as they become available.
Access to software fixes – C-COR Broadband will provide customer access to the latest software fixes as they become available, via the Technical Assistance Centre
Documentation – C-COR Broadband will provide customers with the latest version of our software release notes and other technical documentation related to the software.
Advance hardware Replacement
Advance hardware replacement is a service that entitles the customer to receive advance replacement of hardware products prior to C-COR Broadband receiving the faulty item. Hardware will be shipped next business day to customer’s site upon request after determination and identification of product failure from C-COR Broadband. Requests received after the cut off time of Friday 2pm, AEST, will be shipped the following business day. Within thirty (30) calendar days of the issuance of a Return Material Authorisation (RMA) or Service Repair Order (SRO), the customer must pay the shipping related fees for the return of the faulty unit to C-COR Broadband. In the event the faulty unit is not returned in the above period, or is returned in an unacceptable condition, the customer shall be liable to pay the then-current C-COR Broadband price.
Extended warranty
Multi-year warranty service is available to customers who want to extend the warranty period for return-tofactory repair/replacement service to two or three years. 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
C-COR Broadband will include a repair service that will repair the defective unit and return the repaired unit to the customer.
Repair and Return – C-COR Broadband will repair and ship the customer’s unit on the best effort basis. It is important that customers follow C-COR Broadband’s RMA (Return Material Authorisation) process. The customer is urged to document each service request and retain a full log, with a resolution of each case. Cases referred to C-COR Broadband will all be documented by C-COR Broadband against an RMA number, and will be cleared by a resolution and description of the cause, which will also be documented by C-COR Broadband. C-COR Broadband’s RMA process is initiated by contacting the C-COR Broadband Technical Assistance Centre or via email to support@c-cor.com.au. The customer is responsible for the proper packaging and the payment of shipping related fees for shipment of the product to C-COR Broadband and for the cost of return shipment from C-COR Broadband .
Hardware upgrades – At a customer’s request, units received by C-COR Broadband for repair will also be upgraded to the latest engineering revision level whenever practical.
Critical Spares holding
Critical Spares Holding arrangements are negotiated in conjunction with the customer, C-COR Broadband can define an appropriate level of serviceable spares holdings to be carried in local and remote locations providing the capability to fully replenish serviceable stock in the customer premise within a 24/48 hour period to any capital city in Australia and New Zealand.
On-Site Services
On-site service is for customers who are interested in augmenting their own technical staff in addressing network issues. The customer is entitled to on-site support 7 days a week, 365 days a year. When a customer’s reported product failure 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. The actual cost for travel and expense will be the responsibility of the customer.
The arrival time of the on-site engineer will be designated by customer requirement of 7x24 or local business hours of coverage. C-COR Broadband personnel or the C-COR Broadband third party agents shall comply with all customer or government imposed security requirements while on customer premises. However, C-COR Broadband shall not be responsible for delays in performing services due to customer’s facilities or security requirements. C-COR Broadband may charge the customer a service fee if C-COR Broadband responds to a customer’s request to be on-site and a knowledgeable employee of the customer fails to appear at the designated time and place. C-COR Broadband reserves the right to use third party service providers to deliver on-site support.
C-COR Broadband further reserves the right to charge the customer on a time and materials basis if, upon visiting a customer site, C-COR Broadband demonstrates that the reported problem is not being caused by a malfunctioning C-COR Broadband product.