At Access Networks we offer 3 levels of support.
These ICX switches will inherit the system warranty and duration that is in place on the Core system. All Core systems include 4 years of hardware warranty and standard technical support as well as a pre-configured Helix with an active Access Networks Live Monitoring (ANLM) service plan for the 1st year. The ANLM service plan gives you proactive support for all Access Networks provided devices with extended after-hours emergency support for as long as the plan is active. It also includes next business day advanced hardware replacement in the case of a hardware failure. All warranty issues and RMA’s need to be reviewed and approved by a Tier 2 engineer on the Access Networks Support Team.
When ICX switches are purchased with feature support, Access Networks will provide Layer-2 network feature support during normal support hours. This support will include setup, troubleshooting, and hardware support with product replacement for a period of 4 years. All warranty replacements will be shipped standard ground shipping unless expedited shipping is requested and the cost is approved by dealer. Layer-3 or multi-VLAN support is only available as part of Core2 or Core3 product solutions. All warranty issues and RMA’s need to be reviewed and approved by a Tier 2 engineer on the Access Networks Support Team.
When ICX switches are purchased without feature support, Access Networks will warranty the equipment for product hardware failures or manufacturer defects only while the product is under the Ruckus factory hardware warranty. All warranty issues and RMA’s need to be reviewed and approved by a Tier 2 engineer on the Access Networks Support Team.