Proxim ServPak
Extended Service, Support and Warranties for Enhanced Investment Protection
Proxim Wireless understands that service and support requirements vary from customer to customer. It is our mission to offer service and support options that go above and beyond normal warranties to allow you the flexibility to provide the quality of service that your networks demand.
By selecting Proxim Wireless equipment, you've already committed to protect your network investment with an end-to-end wireless portfolio that gives you the flexibility to scale, the lowest total cost of ownership, and the highest reliability for quadruple play services. But why stop there?
To provide even greater investment protection, Proxim Wireless offers a cost effective support program called ServPak. ServPak is a program of enhanced service support options that can be purchased as a bundle or individually, tailored to meet your specific needs. Whether your requirement is around the clock technical support or advance replacement service, we are confident that the level of support provided in every service in our portfolio will exceed your expectations.
ServPak options include:
- Advanced Replacement of Hardware: Can you afford to be down in the event of a hardware failure? Our guaranteed turnaround time for return to factory repair is 30 days or less. Those customers who purchase this service are entitled to advance replacement of refurbished or new hardware guaranteed to be shipped out by the Next Business Day. Hardware is shipped Monday - Friday, 8:00AM - 2:00PM (PST).
- Extended Warranty: Extend the life of your networking investment by adding 1, 2, or 3 years to your products standard warranty. This service coverage provides unlimited repair of your Proxim hardware for the life of the service contract. The cost of an extended warranty is far less than the cost of a repair providing a sensible return on your investment.
- 7x24x365 Technical Support: This service provides unlimited, direct access to Proxim's world-class Tier 3 technical support engineers 24 hours a day, 7 days a week, 365 days a year including Holidays. Customers who purchase this service can rest assured that their call for technical assistance will be answered and a case opened immediately to document the problem, trouble shoot, identify the solution and resolve the incident in a timely manner or refer to an escalation manager for closure.
- 8x5 Technical Support: This service provides unlimited, direct access to Proxim's world-class technical support 8 hours a day, 5 days a week from 8:00AM - 5:00PM (Local Time). Technical Support is available at no charge for the first 90 days from receipt of equipment (Hours of operation from 8:00 - 5:00 PM (PST)). Beyond this period, a ServPak support agreement will be required for technical support. Self-help will be made available by accessing Proxim's extensive eService knowledgebase.
- Software Maintenance: It's important to maintain and enhance security and performance of wireless equipment and Proxim makes this easy by providing a Software Maintenance program that enables customers to access new feature and functionality rich software upgrades and updates. Customers will also have full access to Proxim's vast knowledgebase of technical bulletins, white papers and troubleshooting documents.
- Priority Queuing Phone Support: This service provides customers with a one hour response time for technical phone support. There is no waiting in line for those urgent calls for technical support.
Packaged Services
-
24 x 7 Enhanced ServPak
- 24 x 7 technical support
- Software maintenance
- Advanced hardware replacement
- Extends warranty*
- Knowledge base access
- Priority Queuing
-
8 x 5 Enhanced ServPak
- 8 x 5 technical support
- Software maintenance
- Advanced Hardware replacement
- Extends warranty*
- Knowledge base access
- Priority Queuing
ServPak Standalone Services
- Extended warranty ServPak
- Advance hardware replacement ServPak
Proxim Warranty vs. ServPak Service
| Service Features | ServPak | Warranty |
|---|---|---|
| Expert Technical Support | Technical Support, Configurations, Trouble Shooting | 1st 90 Days 8X5 Normal Business Hrs |
| Priority Queuing | X | - |
| Knowledge Base Access | X | X |
| Software Upgrades | X | - |
| Advance Replacement Service | 8x5xNBD | - |
- Not a feature service option
Proxim ServPak Features Matrix
| ServPak Service | 24x7Enhanced | 8x5 Enhanced | Extended Warranty | Advance Hardware Replacement |
|---|---|---|---|---|
| Product Coverage Duration | Renewable Contracts | Renewable Contracts | Renewable Contracts | Renewable Contracts |
| Software Coverage Duration | Renewable Contracts | Renewable Contracts | No | No |
| Proxim TAC Support | Yes | Yes | No | No |
| Software Updates & Upgrades | Yes | Yes | No | No |
| Registered Access to Proxim.com | Yes | Yes | Yes | Yes |
| Registered Access to Knowledge Tool | Yes | Yes | Yes | Yes |
| Advance Replacement | Yes | Yes | No | Yes |
| Depot Repair | No | No | Yes | No |
Procedure for ServPak Customers Contacting Technical Support
Refer to the instructions found on the ServPak contract document (Example: 020-XXXX) that was emailed to you as part of your “ServPak Confirmation” order. If you have lost this email or documentation, send an email to servpak@proxim.com requesting Proxim to resend the ServPak Confirmation. Allow up to 48 business hours for Proxim to respond to your request.
Only those customers that purchased 24x7 Technical Support or a packaged service that includes 24x7 Technical Support will be provided with an unpublished support hotline number. Customers that have purchased all other ServPak support services can contact Proxim at +1-866-674-6626 (US/Canada) or +1-408-383-7700 (Outside of US/Canada). Please identify yourself as a Proxim ServPak customer for priority support and be prepared to provide a valid contract number for identification.