Technical support can be provided by standard agreement or tailored to your needs. Support is generally provided by Email, however a 1300 Hotline is also provided.
Technical support provides 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 require remote access to customer’s systems for diagnosis of problems.
Software and Documentation Update
Depending on the selected agreement, the customer may be entitled to receive or access software updates as well as maintenance fixes for products identified under the 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 an agreed 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.
This is the C-COR 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 completed.
Critical Spares Holding
In conjunction with you, C-COR Broadband can define an appropriate 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 defined period to any capital city in Australia and New Zealand.
On-site service agreements are available to augment your technical staff to assist in addressing the network issue/s. Under such agreements the customer can be provided with a defined 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 support, C-COR Broadband will, with the customer’s approval, dispatch an engineer to arrive on-site within an agreed time where transportation permits.