The technical support services help you maximize the value of Waystream switches and routers.
Our technical support services include the following;
- Technical support services. Responding to technical questions, providing emergency support in critical network situations, and access to our SLA-based service request management system. This includes access to our 24/7/365 Technical Assistance Centre (TAC).
- Software updates and upgrades services. Providing new releases of software and firmware to correct limitations (update) and to add functionality (upgrade), access to product documentation and other restricted information. Software and customer documentation is available via the support website.
- Hardware replacement services. Providing replacement products for units discovered as defective before the standard warranty expires.
The technical support services give access to experts on Waystream products. Technical support services provide incident management with the goal to restore normal operation of services as quickly as possible.
For SLA support services, a valid support agreement is required. The Technical Assistance Center (TAC) is available 24/7 to respond to any network emergency. Note, this service is only available to customers with SLA.
For communication with the TAC team, a web-based Service Request ticket system is used. Service Requests track communication and activity related to a particular issue.
A Service Request priority level describes the impact the reported issue has on the current operation of the network, and defines the resources (both from Waystream and customer) that are required to resolve the issue.
Emergency phone hot-line contact information is also available after you login to the TAC support site.
Log in to our TAC with your username and password received from Waystream's Support. If you need login details, please contact Sales below.
