Customer & Support Portal
New and existing customers gain access to our secure web-based support portal interface. The portal lets customers easily access Accedian’s support team, RMA processing and case status tracking. Any firmware or software product update notifications are also accessible in the portal.
PASSPORT Support – EtherPRO™
Performance Assurance Solution Support & Portal
All of Accedian’s hardware purchases are automatically protected under the standard 1 year support & maintenance package which includes:
- Access to Customer Portal
- Technical Support Line (9am-5pm M to F)
- 1 year Hardware Warranty
- Maintenance Releases
- Option to Extend Hardware Warranty (up to 5 additional years)
Support Program Framework
The entire Accedian organization is dedicated to ensuring our customers maximize the long-term potential of their Network Performance Assurance solutions as their service offerings grow and evolve. From online resources to year-round support line coverage, our MEF-certified support engineers provide the timely answers you need to keep your network functioning at peak performance.
After the first year warranty expires, Accedian recommends subscribing to one of our continued support options:
Technical Assistance Team
Accedian’s Technical Assistance Center (TAC) technical support team is composed of multilingual and highly experienced telecom engineers with backgrounds in network design, operations, test & measurement and performance monitoring. Each team member possesses solid experience in multi-service connectivity including extensive protocol knowledge of Carrier Ethernet, IP/MPLS SONET, SDH, PDH and legacy datacom protocols.
Accessible Support & Expertise
To quickly address any technical issues, we offer all of our valued customers access to our support team through a secure customer portal. The portal is a fully automated system that logs every issue and tracks progress at every stage. In this secure space, customers will also find firmware and software releases, latest product documentation, guides and other collateral.
Support Case Prioritization
Accedian’s automated support process quickly isolates problems and accelerates case resolution. Our support team is prepared to handle and respond quickly to unforeseen problems should they arise. Guaranteed expedited handling of service issues is guaranteed for each severity level.
Even with proven reliability, service providers can take no chances with the availability of their services. With this in mind, Accedian offers all customers the benefit of priority warranty service turnaround – with guaranteed repairs and rapid replacements. To optimize TOC and reduce unexpected OpEx, Accedian’s support program includes extended hardware warranties.