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Customer Care


We are committed

EXFO Service Assurance customer support services include software subscription: software patches, maintenance release, and feature releases.For technical support requests we provide access to the Technical Support Center, providing options for different time coverage including Standard Support (9 a.m. to 5 p.m. local time or 24/7 premium support) .

In addition, we provide extended warranty coverage and advance replacement service for our hardware products. Customers can reach us via phone, e-mail, web or a self-service portal. EXFO is a TL9000 certified supplier and adheres to the TL9000 Service Level Agreement (SLA) standard.

Common Program Attributes

  • Global Technical Assistance Center (GTAC)
    • Access to highly skilled Tier 3 GTAC personnel:
      • Visit CRM website
    • Open a new service ticket or access to your tickets via Web-based CRM
    • Service-level agreement (SLA) and escalation based on TL9000 standard
    • Customer provided with contact list, specific contact methods, and SLA documentation per region
  • Software subscription and support
    • Feature and maintenance releases provided
    • Bug fixes (hot fix or service package) provided as required
    • Provide patches two releases backward
    • New releases approximately every six months
    • Releases, service packages, and documentation available on customer accessible only FTP site
    • Provide remote assistance on upgrades and patches
  • Service centers
    • Global tech support locations in USA, Canada, United Kingdom, Finland and China
    • Repair-spare inventory centers in USA, Canada, United Kingdom and China

 

Standard Support Program

  • Technical support center availability
    • All priority issues: Monday through Friday, 8 a.m. to 5 p.m. (local time), excluding holidays
    • Response time determined by the TL9000 standard
    • After hour upgrade/patch support is a billable professional service
  • Hardware support
    • Extended warranty (year 2 and forward)
    • Hardware upgrades

 

Premium Support Program

  • Global Technical Support Center availability
    • All priority issues: Monday through Friday, 8 a.m. to 5 p.m. (local time), excluding holidays
    • Critical issues (Priority 1 and 2): 24/7 coverage
    • Response time determined by the TL9000 standard
    • After-hour upgrade/patch support covered
  • Hardware support
    • Defective unit is advanced replaced: shipped from a regional inventory center by next business day
    • Hardware upgrades