Maintenance and Support

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Mavenir Care

Mavenir provides maintenance services that best match a customer’s network environment demands and budget. The Mavenir Care support framework enables customers to select what they need when they need it. 

Mavenir Care Provides

Our global customers want to choose the right maintenance services that best match their network environment demands as well as their budget. Mavenir has designed the Mavenir Care bundled maintenance support offerings to enable you to select what you need when you need it.

Mavenir provides emergency recovery, remote technical support,  24×7 support portal access, access to software maintenance fix content (patches & maintenance releases), return to factory repair for issues associated with the operation and maintenance of Mavenir products. Mavenir will act as the single point of contact for comprehensive technical support for all covered products.

 

Mavenir Care Bundled Support Plans

 

Standard Care Comprehensive Care Enhanced Care
SLAs (Response/Restoration/Resolution) TL9000 SLAs Faster, Aggressive
SLAs >TL9000
Premium SLA (customized by need)
Emergency Support SL1 Critical SL1,  SL2 SL1, SL2, SL3
Technical Support SL2 Major/SL3 Minor/Inquiries SL3 Minor/Inquiries Minor/Inquiries
Root Cause Analysis ✔️ ✔️ ✔️
Support Portal Access ✔️ ✔️ ✔️
Online Ticket Management ✔️ ✔️ ✔️
Support Content (tech pubs, release notes, bulletins) ✔️ ✔️ ✔️
Software Updates & Fix Content ✔️ ✔️ ✔️
Factory Repair 20 Day Return 5 Day Return NBD Hardware Replacement
Standard Care

SLAs (Response/Restoration/Resolution)

TL9000 SLAs

Emergency Support

SL1 Critical

Technical Support

SL2 Major/SL3 Minor/Inquiries

Root Cause Analysis

✔️

Support Portal Access

✔️

Online Ticket Management

✔️

Support Content (tech pubs, release notes, bulletins)

✔️

Software Updates & Fix Content

✔️

Factory Repair

20 Day Return

Comprehensive Care

SLAs (Response/Restoration/Resolution)

Faster, Aggressive
SLAs >TL9000

Emergency Support

SL1, SL2

Technical Support

SL3 Minor/Inquiries

Root Cause Analysis

✔️

Support Portal Access

✔️

Online Ticket Management

✔️

Software Updates & Fix Content

✔️

Factory Repair

5 Day Return

Enhanced Care

SLAs (Response/Restoration/Resolution)

Premium SLA (customized by need)

Emergency Support

SL1, SL2, SL3

Technical Support

Minor/Inquiries

Root Cause Analysis

✔️

Support Portal Access

✔️

Online Ticket Management

✔️

Support Content (tech pubs, release notes, bulletins)

✔️

Software Updates & Fix Content

✔️

Factory Repair

NBD Hardware Replacement