Hardware support is offered in two forms, warranty hardware support and after warranty hardware support. The Arch Convergence manufacturer's warranty provides hardware replacement for defects identified during the first 12-months after purchase. Arch Convergence offers customers two options to continue hardware support after the original warranty period has expired;
(a) Yearly-renewable hardware support contracts.
(b) Repair service on a fixed-price per module or chassis basis.

On site spares
Arch Convergence has a program for providing dedicated on-site spares for customers with mission-critical needs. With substantial inventory to draw from, Arch Convergence is uniquely positioned to provide on-site, immediate replacement for failed components.

With hardware redundancy built into the product line, most hardware failures do not bring down the switch. When a hardware component fails, the switch automatically detects the fault and switches to the redundant component. With on-site spares, the defective component can then be replaced with no disruption to the network.

System redundancy for media modules is build on the principal of hot-swap rather than duplicate components. Having spare media modules on hand facilitate the ability to immediately replace a failed module and bring the system back on line to full capacity.

On site spare programs are custom quoted.


Software support follows a similar model to hardware support. The manufacturer's warranty provides full software support, tier 1 through to tier 4, during the first 90 day period immediately after purchase. After the manufacturer's warranty expires, the customer can purchase an annual support contract. Arch Convergence offers three levels of support identified as Bronze, Silver and Gold. The main difference between the levels is the guaranteed speed of response to an issue, with Gold offering the fastest response time.

Software support is charged per chassis for the support of the chassis management software that runs on the Supervisor, and per ATM module for the software that runs on the ATM module.

The following table describes the three levels of response:

Support Level	Response Time	On-Site Support
Bronze (basic)	Next business day	None
Silver	Within 8 hours	Within 3 business days
Gold	Within 1 hour	Within 24 hours

Response time is the time for an Arch Convergence representative to respond to the initial support request from the customer. The basic support product guarantees the response time of 'next business day'.

Onsite Support Commitment refers to the commitment to have an Arch Convergence technical representative onsite at the customer's location. No onsite support is included in the basic software support package.

If you are interested in purchasing support from Arch Convergence, please contact us.