Net-Support

Gain access to expert-level technical support to resolve problems, answer questions and help ensure you are receiving the maximum value from your Acme Packet products. Our worldwide Technical Support Centers are staffed with technical experts who have the experience, tools and support systems to resolve any issues. They are strategically located throughout the world and have the systems and processes to ensure your issues are always being managed properly, no matter where your equipment is deployed. Net-Support is a comprehensive offering designed to provide a full suite of services under two services plans. An Acme Packet maintenance agreement provides the following services:

• Technical support engineers available 24x7x365
  
• Worldwide access to a knowledgebase of solutions and best practices operational documents
• A support portal to initiate a support incident and track progress, with automatic updates
• Software maintenance releases
• New software feature releases for licensed software
• Service alerts
• Hardware replacement options, advance replacement to 30-day return for repair
• Support requests that are professionally managed, classified by severity with a defined service level for each severity and actively monitored for compliance

Having access to feature-rich software releases will enable you to deploy new functionality on existing Acme Packet products deployed in your network. Enhanced functionality, additional security features, improved interoperability and operational management capabilities are just some of the ongoing rich functionality you can expect from maintaining an active service contract on your Acme Packet products. Acme Packet Net-Support technical support service goes well beyond a basic hardware warranty, providing software functionality upgrades for licensed software, maintenance releases, technical expert assistance for problems and access to knowledgebases and documentation, along with a variety of hardware replacement options.

When issues arise, you need technical support that is responsive and connects you to a technical resource that can provide the assistance you need. Net-Support is designed to connect you directly with product experts who can provide the technical support you require.

For more information, download the Net-Support brochure. Click through to find out about our Net-Knowledge Training and Technical Certification, and read further about our Net-ASSURE portfolio of premium professional services. If you are a registered customer, log-in for access to Acme Packet Online Support. If you are an Acme Packet customer and have not yet registered, fill out this registration form for access to Acme Packet Online Support.