Specifications

PBKSPH-12-008
March 28, 2013
Page 36
7.5 SONUS QUINTUM
®
TENOR
®
GATEWAY SUPPORT
Discount Group = Support Services 3 (previously “Associate Provided 2”)
NET ADVANCED Maintenance Support
Part #
Description
LIST
Notes
440001061
MNT NET-ADV-AF HW+SW
$216
Advanced Remote Support AF
Series
440021061
MNT NET-ADV-AX HW+SW
$475
Advanced Remote Support AX
Series
440047061
MNT NET-ADV-DX2 HW+SW
$999
Advanced Remote Support DX2
Series
440055061
MNT NET-ADV-DX4 HW+SW
$999
Advanced Remote Support DX4
Series
Includes:
 Email and telephone access to the NET Technical Assistance Center (TAC) for
Hardware and Software Support
 NET TAC telephone access is available on a 24x7x365 basis, including NET designated
holidays – Contact Information is at http://www.net.com/Pages/Support.aspx?pgid=130
 Software upgrades for VX and Tenor product operating code and for specific Customer
purchased VX and Tenor application features (does not include new features, which are
charged separately)
 Replacement NET Product or parts. Such products or parts will ship next business day,
Monday – Friday, excluding NET designated holidays provided that NET receives
request for services is received by 3:00 PM Eastern Standard Time (EST)
Customer Responsibilities:
 Customer may contact NET TAC by phone or email to report an issue with an NET
Product(s). All matters requiring immediate attention, however, must be called into NET
TAC.
 Customer completes the Return Material Authorization (RMA) form located online at the
Customer Support site, http://www.net.com/pages/support.aspx?pgid=203. After
receiving the completed form, NET TAC may contact the Customer to verify the
reported failure. After failure confirmation, NET will ship a replacement part the next
business day, using available priority shipping methods. NET is responsible for shipping
charges associated with the advance part to the Customer.
 After receipt of the advance part, Customer must ship the defective part, with the
accompanying return tag, to the identified NET Logistics Center within 15 calendar days
after the replacement part is received. Customer is responsible for shipping charges
and expenses, such as Customs, duties, and taxes, associated with return of the
defective product or part to the NET designed address.