支持服务 Q&A

Is technical 支持 for free?

In order to benefit from our professional 支持 services, certain 电话este devices and software licenses require the payment of 支持 fees. The 支持 validity of these products will be checked based on the product serial numbers when submitting a 支持 request. Therefore it ́s required to include the products serial numbers in your 支持 request.

Which 电话este products need to be covered by valid 支持?

The following 电话este products are listed under the 支持 fees policy. Luminato, Optimo, 广播经理 64bit, Palomino II. (Distributed Access) DAH100, DAH120, Ac9100 neo RPD, Ac9400 neo RPD, DAN300, DAN3, ICON9000 RPD, AC6440, 达斯. (CATVisor software) Argus, Commander, Smartloader.

Where can I find the 溢价 支持 (24/7) contact info?

If your 电话este products are covered by 溢价 level 支持, you can obtain the 24/7 支持 contact information by submitting your request to our Networks CARE team 支持.sales@altodoor.com. Please include the product serial number for 支持 level verification.

What services are included in 电话este ́s technical 支持?

The 支持 Levels table below shows the 支持 services included in the 溢价 and 标准 支持 for specific 电话este devices and software licenses.

支持 levels

溢价

The following services are included in 电话este´s 溢价 支持

  • 在线支持
  • 软件升级 & 更新
  • 电子邮件支持
  • 电话支持
  • 24/7电话支持
  • 远程诊断
  • Repair turn-around time: 7 days

标准

The following services are included in 电话este´s 标准 支持

  • 在线支持
  • 软件升级 & 更新
  • 电子邮件支持
  • 电话支持
  • 24/7电话支持
  • 远程诊断
  • Repair turn-around time: 14 days