Priority Service
What Three Support Levels Does VIAVI offer for Instrument Customers?
- 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
- Standard Plus- Standard service includes Technical Assistance User Support, during the warranty period
- 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 | 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.
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
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.