VIAVI Care Plan Priority Services and Technical Expert Application Center (TAC) Service Levels for Field Portable Instruments used to test fiber, cable TV, xDSL, metro and wireless networks
This announcement describes changes to the VIAVI Technical Support Service offering for field based instruments, including portable instruments used to test fiber, cable TV, xDSL, metro and wireless networks.
Beginning on Nov 1, 2019, we offer three technical support levels: Premium which includes online training coursework, Standard Plus, and Standard.
All customers enjoy Standard Plus support during the product warranty period and can upgrade to Premium TAC by purchasing a VIAVI Care Support Plan.
VIAVI Care Support Plan customers enjoy priority service:
- Premium Priority Technical Expert Application Support (TAC)
- Priority Customer Care service and Return Material Authorization (RMA) for repair or calibration
- Priority repairs and calibration
The hallmark of our test platforms is evolving, modular test features to allow customers to keep pace with advancing communications technologies. The learning process is not just “one and done,” and field teams often have high rates of turnover.
Premium TAC is ideal for customers who value rapid, in-field remote assistance in order to avoid a repeat test trip.
Care Support Plan customers are issued a priority pin code that adds their call to these priority ques. Below is are details for the three levels that we offer as of November 1, 2019. We will provide free Tech Expert Application Support for all VIAVI (JDSU) instruments until October 31, 2020.
Contact VIAVI to learn more about VIAVI Care Support Plans
24x7 Online Knowledge Base
Tech Expert Application Support
Self-paced product Training
8am to 5pm
Standard Plus TAC:
8am to 5pm
8am to 5pm
Time zone of the regional TAC: NA/LA → EST EMEA → CET APAC → SGT
24x7 Online Knowledge Base:
Free online knowledgebase with searchable self-help articles and support information that is regularly updated with latest support content
Free for Life of the Product: Support service for verification that a VIAVI instrument works correctly or requires repair
Tech Expert Application Support:
Telephone support for applications on VIAVI instruments. Provided by VIAVI technical support engineers and is available during product warranty and or during an instrument support plan. “Can you help me use my product while I am on the job?”
Priority response enabled by a pin code tied to the instrument serial number to advance the Care plan customer in the que.
Self-paced product Training:
Exclusive to VIAVI Care Plan customers: Training coursework available via the learning management system.
Contact your VIAVI sales representative to learn more and to select the right VIAVI Care Support Plan for your team.