Support and Services - Signaling Systems

Performance Technologies understands that 24x7 operation of your communications applications is critical, and we are committed to providing the necessary support to ensure your systems remain operational at all times. As a supplement to our standard product warranty, Performance Technologies offers a renewable annual hardware and software support service that provides support to the latest software features available for our industry-leading signaling products. This service draws upon the experience of our Customer Support and Engineering Development teams to ensure customer issues are resolved quickly and efficiently.

Our supplemental hardware and software support service package provides:

• Software and hardware support
• Remote support assistance
• Tracking and escalation of support incidents
• Bug patches and software upgrades
• Support for customer-installed patches and upgrades

FEATURE	CARRIER	VAR	OEM	LAB
One year hardware warranty
90 day software warranty
Renewable annual hardware support services
Renewable annual software support services
24x7 telephone support for service-affecting problems			Not available	Not available
8am-5pm EST regular business day e-mail support for non-service affecting problems
E-mailed support request response time	By next business day	By next business day	By next business day	By next business day
Remote support assistance of functioning systems
Tracking of support incidents
Escalation of support incidents
Access to continuous product updates & improvement
Lifecycle management
Supported levels	1-3	1-3	2-3	2-3
Repair turnaround time	4 weeks	4 weeks	4 weeks	4 weeks
Advanced replacement
Remote installation support
Field-trial/demo participation
Training
Dedicated on-site support
Operational reviews
System release planning assistance
Installation of software updates and patches
Installation, configuration and verification of systems and networks
Post-mortem reviews to ensure successful trials and timely software and hardware updates as required

Indicates included in package
Indicates optional/configurable feature - prices are determined based on configuration