Customer Support Guide

 

Airspan offers three maintenance services to our customers, ranging from a simple Repair and Return (R&R) contract to full 24x7 technical support from our well trained and experienced technical team. We can tailor our support to work with customers existing organisation and process.

 

Warranty-Extension

 

Warranty-Extension is a service that our customers can purchase to extend the existing standard warranty cover for a further period of time. A maximum period of 3-5 years can be purchased. This covers the equipment for repair and 'Return to Base' service and technical support during office hours. Ad-hoc support can be provided. A standard service tariff will apply for hotline support or equipment repair and return services.

 

AS-Plus

 

This is an enhanced service pack that can be subscribed to on top of the standard warranty cover for new equipment or as an enhancement service pack to the Warranty-Extension. This service pack provides around the clock support to our customers who run mission critical networks that need the 24x7 coverage by our specialist team. The service can be tailored to work with medium to large network deployments or network operators who do not have a support infrastructure in place.

 

AS-Premium

 

This is an all-inclusive service offering from Airspan. In addition to the AS-Plus services, we include on site support for training, troubleshooting, network modelling and planning to support the customer through their network roll out or future expansion. Airspan will work with the customer to establish a remote network connection to the equipment's Management system. In the event of any network problems, Airspan could utilise this connection to resolve the issue promptly. Other exclusive services provided include the unlimited email support, free software upgrades, and a local equipment rota-pool for fast R&R turn round; typically 24 hours rather than 60 days

 

Features

 

• 24x7 Hotline
• Email Support
• Regional Help Desk
• Equipment Maintenance Release
• Equipment Repair and Replacement
• Technical and Management Escalation Processes
• Equipment and Software Feature Releases
• Monthly/Quarterly Issue Report
• Tool Rental and Test Equipment Calibration
• On-Site Professional Services