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CopperCom Acquisition Corp Support Services
Annual Support Contract
With a CopperCom Acquisition Corp (“CAC”) Annual Support Contract you will be provided with unlimited access to the Technical Assistance Center (“TAC”) for one full year. TAC will be available to assist in day to day operations as well as diagnosing and resolving operation issues. TAC will also work with you to resolve any software or hardware issues with the system per your CAC warranty policy. TAC hours are from 8am to 5pm Eastern time for non critical issues and there is 7x24x365 TAC support for critical issues. Critical issues are defined in your Annual Support Contract.
In order to be covered by the Annual Support Contract, your switch must be running the current GA release (currently 3.11). CAC may produce future releases that may be designated as the current GA release under support. Upgrade to the current GA release will be included in the support contract but will exclude any gating hardware that may need to be purchased.
The price of the annual support contract is $35,000 per year per switch (host or remote). Support Contracts must be paid in full in advance of receiving support services. TAC support is accessible via the 800 285-3269 number and at the support@coppercom.com e-mail address. Non critical issues will be addressed during business hours 8:00am to 5:00pm (Eastern Time) while critical issues will be handled 24x7x365. Non-TAC services such as signaling point migration or provisioning of rate areas will be treated as Professional Services and offered for a quoted fee based on requirements. Please contact sales@coppercom.com if you require Professional Services.
To summarize, the current CAC Support program includes the following:
Software updates (new features may be available for an additional license fee)
Unlimited TAC Support
8:00 am to 5:00 pm Eastern Time for non critical issues
24X7x365 coverage for critical service affecting issues
Advanced replacement service of warranty returns
20 Hours of After Hours Support - excluding any onsite travel and expenses ($10,000 value)
Disaster Recovery Package ($5,000 value)
Free Certification of 5 CSX cards (>$5,000 value)
Unlimited TAC Support
- 8:00 am to 5:00 pm Eastern Time for non critical issues
- 24X7x365 coverage for critical service affecting issues
Advance payment will be required prior to the initiation of any services.
Warranty Support
If you are under a Support Contract and you have a warranty issue, you simply call the TAC line 800 285-3269 to have the issue diagnosed and handled per your CAC warranty policy. However, if you do not have a Support Contract, you will be referred to the CAC Warranty line at 866-285-2056 or 561-322-4148 or you may send an e-mail request to warranty@coppercom.com and your request will be processed per your CAC Warranty Policy.
After Hours Support
Customers with an active Support Contract can call on CAC for support of elective or routine maintenance activities during extended support hours (6:00am to 9:00pm) after scheduling the activity through TAC. These activities may be scheduled during “After Hours” (9:00pm to 6:00am) but will be subject to a service fee of $500 / hour. Examples of these activities include: system provisioning, routine maintenance (e.g., system switchovers of CSC/ Netra/ N+1 of line cards), installation of new hardware (e.g., Netra, CSC, system cables) and software upgrades. Customers will be required to schedule this activity and a Service Quote will be provided for the estimated service costs. Full payment must be received prior to execution of the scheduled services.
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SUPPORT
