Product Warranty
Optica Technologies products are covered by a limited warranty against defects in materials or workmanship for a period of one (1) year from date of purchase. Service under the warranty varies by product, from unit exchange to field repair. During the warranty period, Optica provides telephone support during normal business hours and on a call-back basis after normal business hours (leave a message and a technician will be paged). Normal business hours are 8:00 AM – 5:00 PM Eastern time, Monday through Friday. Please see Warranty/Maintenance Plans by Product for more information, or contact us for more information at service@opticatech.com.
Description of Maintenance Options
Optica Technologies offers a full range of maintenance options to meet our customers’ hardware availability requirements.
- Factory repair – fee-based repair service available for products that can reasonably be mailed or shipped via common carrier to our factory.
- Unit Exchange – products covered under this maintenance plan require a Return Material Authorization Number (RMA) for return shipment to Optica, freight prepaid. Optica either repairs or replaces the product on a “best effort” basis, usually within two business days. Optica ships either the repaired or replacement product to customer, FOB our factory. The repaired or replacement unit is warranted for one (1) year from the date of shipment with unit exchange maintenance service.
- 7×24 On-Site Maintenance Service – For our customers with high availability system requirements, Optica Technologies offers 7×24 on-site maintenance coverage. On-site maintenance services are provided by IBM Corporation. IBM maintains spare parts/spare units that are strategically located throughout the United States. 7×24 On-Site Maintenance procedures:
- Customer experiencing difficulty with a covered product shall place a service call to 1 800-IBM-SERV
- IBM targets a service response within two (2) hours of receipt of call, on a best-effort basis
- IBM on-site response within four (4) hours
- Diagnosis and repair of problem within two (2) hours of on-site arrival or call escalation occurs to IBM Technical Support
- IBM Technical Support resolves the problem or if necessary contacts Optica Technologies Technical Support
- Optica Technologies Technical Support provides phone support to on-site technician until problem is resolved or it is deemed necessary to travel to the site for problem resolution.
Submit a Return Material Authorization (RMA) Request
Maintenance/Warranty Support by Product
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