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
Mavenir’s 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
