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    DataSheet Support

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    anirudhas
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    © All Rights Reserved
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    DataSheet Support

    Uploaded by

    anirudhas
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    datasheet

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    © © All Rights Reserved

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    datasheet

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    38 views2 pages

    DataSheet Support

    Uploaded by

    anirudhas
    datasheet

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    Xirrus Support Services

    D ATA S HEET

    Support Overview
    Xirrus provides a set of comprehensive world-class Support
    Services to help you maximize your investment and ensure the
    successful, ongoing operation of your Xirrus wireless network.
    These services are available to customers around the world and
    around the clock 24x7.
    Xirrus Support services provide both direct access to support
    personnel and self-help access to online resources to assist in
    the design, deployment, and management of your network.
    Beyond a base level of service for new products provided by
    Xirrus Standard Warranty, the Xirrus Support Program delivers
    valuable service options through complete access to all Xirrus
    Support resources.

    Premium Support Services

    Benefits

    Xirrus Premium Support provides value add services beyond


    Standard warranty for supporting the ongoing operation of your
    Xirrus wireless network. These services include:

    Xirrus Premium Support provides a number of benefits to you as


    a customer:
    Maximizes the operational up time of your wireless network
    by minimizing downtime when troubleshooting issues or
    replacing product

    High priority response support


    Complete access to the Xirrus Customer Support Center

    Ensures access to product enhancements with no additional


    capital expenditure

    Software upgrades
    Next business day advanced hardware replacement

    Extend the skills of your staff with access to expert Xirrus


    wireless engineers

    Premium Support can be purchased in 1, 3 and 5 year


    increments. The table below compares the services available
    with Xirrus Standard Warranty and Premium Support.

    Adapt your network to meet changing requirements via


    product enhancements or tuning adjustments

    Software

    Hardware

    Product Warranty

    Premium Support

    Product Warranty

    Premium Support

    Products Covered

    ArrayOS and XMS

    ArrayOS, XA, XM

    All

    APs, Arrays, Switches,


    XE-4000, XP2, XP8

    Coverage Period

    90 Days

    1, 3 or 5 Years
    Renewable

    APs: Lifetime
    Arrays & Switches: 5 Years
    All Other: 1 Year

    1, 3 or 5 Years
    Renewable

    Xirrus Customer Support


    Center Access

    Limited

    Full

    Limited

    Full

    Standard

    Priority

    Standard

    Priority

    Fixes Only

    Fixes and Upgrades

    NA

    NA

    NA

    Return and Repair


    (15 days max turnaround)

    Advanced Replacement
    (Next Business Day)

    E-mail/Phone Support
    Software Updates
    Hardware Replacement

    High Performance Wireless Networks

    NA

    PRODUCT DATASHEET // 1

    Service Descriptions
    Customer Support Team

    Software Upgrades

    The Xirrus Customer Support team consists of engineering


    personnel available for quickly answering questions and
    resolving product and network issues. All Xirrus Customer
    Support engineers are highly qualified and hold network
    industry certifications. Xirrus Premium Support provides full and
    prioritized access to Xirrus Customer Support team.

    To maintain your Xirrus wireless network in optimal operation,


    access to new software releases as they become available can
    be very important. Only Premium Support coverage provides
    access to all new software releases. Software Premium Support
    is available for all Xirrus Array products as well as the XMS and
    related applications.

    Xirrus operates two Customer Support Centers one in


    California and one in the United Kingdom which provide
    live 24x7 support via phone, e-mail, chat, and online ticketing
    submission. In addition, a team of engineers distributed
    throughout the world provide field escalation support.

    Advanced Hardware Replacement

    Customer Support Portal


    The Xirrus Customer Support portal at http://support.xirrus.com
    provides 24x7 access to resources for obtaining quick and easy
    problem resolution:

    Hardware Premium Support maximizes network uptime


    by covering the repair of defective product with advanced
    replacement equipment shipped to your location by the next
    business day (depending on geographic location and time of
    day of the request). This service provides extended service over
    Standard warranty which requires defective product be shipped
    back to the factory for repair.

    Knowledge Base: Extensive set of solutions to common


    problems presented in a FAQ format
    Content/Downloads: Software releases, release notes, and
    other technical documents
    Ticketing System: On-line system for submission and tracking
    of problem tickets

    How to Obtain Support


    Standard Warranty and Premium Support services are provided via Xirrus Customer Support:
    Direct Support

    Self Help Support

    Xirrus Customer Support personnel are available 24 hours a day,


    7 days a week via:

    Self help support is provided via the Customer Support portal at


    http://support.xirrus.com:

    Email: [email protected]

    Knowledge Base of information

    Chat: http://support.xirrus.com (Monday Friday)

    Downloads of software releases and documents

    Phone:

    Online support ticket submission and tracking

    USA, Canada,
    Latin America:

    +1.800.947.7871 (US Toll Free),


    +1.805.262.1600 (Direct)

    Europe, Middle East,


    and Africa:

    +44.20.3239.8644

    Asia and Oceania:

    +300-947-7871 (Australia)

    High Performance Wireless Networks

    2013 Xirrus, Inc. All Rights Reserved. The Xirrus logo is a registered trademark of Xirrus, Inc.
    All other trademarks are the property of their respective owners. Content subject to change without notice.

    PRODUCT DATASHEET // 2

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