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Support


Support Eligibility & Response


In Warranty

In addition to the extensive resources available online, we offer access to Product Support Engineers that can answer questions and help resolve issues, both pre- and post-installation.

Our Product Support department provides assistance for issues that surface with our equipment deployed in a network. For technical assistance with general questions about our products and services, open a Pre-Sales support case and one of our Network Design Engineers will contact you.

Product Support is limited to troubleshooting and general use support. We will provide support for the current release of firmware and/or software and the previous release. However, the solution may require an upgrade to the current product firmware and/or software release or appropriate release as determined by Product Support.

Many products under warranty include 24/7 outage/emergency telephone response and remote support during business hours for issues that surface after they are deployed.

Exceptions are as follows:

ProductsPre-requisite for Accessing the Technical Support Department
n-Command MSPAn active n-Command MSP license is required to gain access to our Product Support and n-Command MSP software upgrades.  For information on licensing your n-Command MSP, see the n-Command MSP Quick Start Guide.
BluesocketAn Active ProCare or ProCloud plan is required for support and the provisions of that plan will apply. Refer to the appropriate ProCare Plan Description for the details of the plan. Return and repair RMA is available and subject to No Trouble Found Fee.
NetVanta 7000 SeriesThe product must be in warranty and the support requestor must be ATSP/UCAS certified, or the product must be under an active ProCare plan and the provisions of that plan will apply. Refer to the appropriate ProCare Plan Description for the details of the plan. Return and repair RMA is available and subject to No Trouble Found Fee.
NetVanta UC SeriesAn Active ProCare plan is required for support and the provisions of that plan will apply.

Service affecting emergencies are those where a product deployed in a live, stable environment stops working, causing an outage or severe degradation of network performance. An outage or network interruption caused by configuration or other changes to the network, or issues associated with a new installation are not supported after-hours by ADTRAN with an emergency response.

Business hours are Monday - Friday, 7am to 7pm CT excluding ADTRAN Holidays.

 
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