24 Hour Support Services
Xtera Communications is singularly focused on customer success, and has a global support operation which provides a scalable, rapid response team.
24hr support and maintenance
Xtera Communications is singularly focused on customer success. As a result, Xtera offers its customers world-class service and support to ensure that customers’ networks are performing optimally, and are providing excellent on-going value. Knowing that a request for help can come at any time, from any location in the world, Xtera has a global support operation to provide a scalable, rapid response team, poised to assist in any situation. A specialized team of technicians work alongside the experts at Xtera to ensure that quality technical information is delivered quickly. As a global initiative, international customers can be assured of consistent deliverables and budgeting for sites around the world.
Xtera provides a total network support solution that offers the maximum required protection at the best possible value. Xtera provides support packages across the product range, as well as various options to fit all customer requirements – from the smallest enterprise to the largest service provider. These packages comprise:
On-call package
Providing base-level support such as technical assistance center support, maintenance releases, Web-based tools and parts replacement.
On-call premier package
This builds on the On-Call package to provide additional strategic offerings such as extended hardware warranties software upgrades, and quarterly network check-ups. Additionally, Premier customers get preferred pricing for sparing, training, and more.
On-site
On-Site Support adds committed response time on-site field service engineering, available with 5/8/4 or 7/24/4 coverage, geography permitting. This on-site support includes extended warranty / sparing support to provide the most comprehensive remedial support package possible.
On-site premier package
This contains the committed response time on-site field service engineering, extended warranty and sparing support as in the On-Site program. The Premier On-Site program features the addition of the software upgrades and quarterly network checkup features of the On-Call Premier package described above.
Worldwide support coverage
Xtera engineers have extensive global experience in communications products and technologies. This depth of experience and knowledge ensures long-lasting, productive support relationships and strong customer satisfaction.