Priority Service

What Three Support Levels Does VIAVI offer for Instrument Customers?

What Three Support Levels Does VIAVI offer for Instrument Customers?

  1. VIAVI Care Support Plan Premium TAC and 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
  2. Standard Plus- Standard service includes Technical Assistance User Support, during the warranty period
  3. Standard- Covers troubleshooting of product to determine if you need a repair or maintenance service.  Coaching for user support is not included.


Contact VIAVI to learn more about VIAVI Care Support Plans

TAC Level

Coverage Time

24x7 Online Knowledge Base

Product Troubleshooting

Tech Expert Application Support

Priority Access

Self-paced product Training

Premium TAC
*Exclusive to VIAVI Care Support Plan customers

8am to 5pm

Standard Plus TAC:
Included during standard mfg. warranty

8am to 5pm

  

Standard TAC:
Included with VIAVI Instruments

8am to 5pm

   

The hallmark of our test platforms is evolving, modular test features to allow customers to keep pace with advancing technologies that require on-the-job learning. 

Premium TAC is ideal for customers who value rapid, in-field remote assistance in order to avoid repeat test work.  

All customers enjoy Standard Plus support during the product warranty period and can upgrade to Premium Priority TAC by purchasing a VIAVI Care or Fleet Care Support Plan.   

As of October 31, 2020, we ceased to provide free Tech Expert Application Support for all VIAVI (JDSU) instruments that are not under a VIAVI Care Plan, Fleet Care contract or a current warranty.

Terms:

Coverage Time: Time zone of regional TAC

North, Central and South America → EST 

Europe, Middle East, and Africa → CET 

Asia Pacific  → SGT

24x7 Online Knowledge Base:
Free online knowledgebase with searchable self-help articles and support information that is regularly updated with latest support content

Product Troubleshooting:
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 Access:
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.