Maintenance & Support

VIAVI maintenance and support agreements offer comprehensive coverage to protect and maximize your solution investment.

Features may include:

  • Telephone technical support and application assistance during business hours
  • Prioritized response and resolution time
  • 24/7 online portal access
  • Software Maintenance and Upgrade Service
    • Keep up-to-date with the latest software by automatically receiving software releases, including corrections and enhancement releases.
  • 24/7 Technical Assistance Center (TAC) option
    • Need telephone support during off hours? Extend your support from regular business hours to 24 / 7 support and receive our world class support around the clock.
  • Extended hardware product warranty options

VIAVI yearly maintenance agreement guarantees customers unlimited access to VIAVI technical support and the latest version of the product or products.

Observer Platform Maintenance

VIAVI Solutions provides free technical support on all new product purchases for 60 days, beginning the business day after date of purchase. We recommend customers purchase a one-year, renewable software maintenance agreement at time of purchase.

Observer Platform 17: To use version 17 you must have your version 17 license codes. If you have not already received your codes you may request them by emailing the Observer Maintenance Department. Your codes will be sent to you within 24-48 hours.

A yearly maintenance agreement features:

  • Unlimited priority technical support for one year. Ninety-seven percent of calls to the VIAVI Solutions technical support department during support hours are answered by a support specialist; 96.5 percent of emails and faxes received during support hours are answered within 90 minutes.
  • Major upgrades are available, at no additional charge, of any new release of the purchased program issued during the maintenance period.
  • Cross-platform upgrade discount at any time to a higher level product (within the same family). Customer pays only the difference in cost between the two products.
  • Annual reminder, approximately one month prior to expiration, that it is time to purchase a new agreement.
  • Ongoing support beyond the first year with the same benefits as above for continuous maintenance agreement purchasers.

A yearly maintenance agreement guarantees the customer unlimited access to VIAVI Solutions technical support and the latest version of the VIAVI Solutions product or products.

Cost Structure
When purchased with a VIAVI Solutions program or package, a yearly maintenance agreement is approximately 20 percent of the list price of that program or package. The annual maintenance renewal fee is approximately 20 percent of the list price of the product at time of renewal.

Maintenance agreements are available only for the package purchased. It is not possible, for example, to purchase Observer Analyzer Suite and a maintenance agreement only for the Analyzer Standard Edition.

With a Product and Maintenance agreement purchase, the agreement is effective the month of the product purchase, regardless of when the product is activated.

VIAVI Solutions offers upgrades to customers without maintenance agreements at approximately 30 percent of the retail price of the product for which the upgrade is being purchased. Customers are eligible at that time to purchase a maintenance agreement at the usual price.

For more information about maintenance or to check your VIAVI Solutions Maintenance account status, please email our Observer Maintenance Department.

Observer Platform Support

For information on Observer Platform support visit: