Service Overview

Overview

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Warranty Policy

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M Care+

Device Maintenance Service

  • 9x5x15CD-S Basic RFR Service   9x5x14CD SILVER Service
  • 9x5xNBD Standard AHR Service*
  • 24x7x4 Golden AHR Service*
  • 9x5xNBD Standard Onsite Service
  • 24x7x4 Golden Onsite Service
Service Item Basic Warranty Service SILVER Service Gold Service PLATINUM Service
9x5x30CD-A 9x5x14CD 9x5xNBD 24x7x4
RFR AHR AHR Onsite AHR Onsite
Remote Technical Assistance 9*5 US local time
(Business Day)
24*7 24*7 24*7 24*7 24*7
Online Case Management YES YES YES YES YES YES
Online ticketing tool & hotline Online ticketing tool & hotline Online ticketing tool & hotline Online ticketing tool & hotline Online ticketing tool & hotline Online ticketing tool & hotline
DiagnoseResponse Time 24-48H 24H 24H 24H 24H 4H
Software Update YES YES YES YES YES YES
During the warranty period During the warranty period During the warranty period During the warranty period During the warranty period During the warranty period
*self-help service; Only for the host version of software. *self-help service; Only for the host version of software. *self-help service; Only for the host version of software. *self-help service; Only for the host version of software. *self-help service; Only for the host version of software. *self-help service; Only for the host version of software.
Online Self-help Support Website, Mon. to Sun., 24/7 Website, Mon. to Sun., 24/7 Website, Mon. to Sun., 24/7 Website, Mon. to Sun., 24/7 Website, Mon. to Sun., 24/7 Website, Mon. to Sun., 24/7
Advance Replacement of Hardware NO YES YES YES YES YES
RMA level Return for Repair (9x5x30CD) within 14 days Next Business Day Next Business Day 4-Hours 4-Hours
RMA Installation Self Self Self Micas Tech Self Micas Tech

 


SONiC support

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