Avaya Life Time Warranty
Support for Avaya (xNortel) Ethernet Switches has continued to be a VERY popular question for customers:
- What does lifetime Warranty cover?
- What are the support agreements?
- What are the shipping arrangements?
We try to answer a few of these questions in the article below.
Lifetime Hardware Warranty
Nortel now includes Industry-leading warranty services for the portfolio of Stackable Ethernet Routing Switches; the ERS 2500, ERS 4500, and the ERS 5000 Series product lines. Avaya (Nortel) extended the complimentary next-business-day shipment of failed hardware to now run for the full life of the product. All countries will receive next-business-day shipping to replace failed hardware.
Lifetime Technical Support
Nortel also offers complimentary basic technical support (Level 1) for the supported lifecycle of the product. This includes the software version shiped with or updated through optional SRS Basic, or a separate Service Contract over and above our normal Warranty. This service covers:
Case Management life cycle:
- Opening cases with Nortel via the web to report a problem;
- Nodal (Switch/Stack) problem isolation, data collection, investigation, status updates;
- Solution identification & resolution within software and hardware capabilities.
Types of issues covered include:
- Diagnosing basic hardware & software issues through on board diagnostics
- Assisting with basic hardware troubleshooting & device configuration
- Known issue resolution within software and hardware capabilities
- Emergency recovery service
For the first 90 days after shipment date, full support (up to Level 3) will be availible. This covers:
- Network troubleshooting and interoperability with other Nortel Products:
- Network troubleshooting and interoperability with other vendor’s equipment against IEE & IETF protocol standards
- Correction of defect in the product found in the new installation within software and hardware capabilities
- Software patches to the most current code level at time of product shipment
- Lab reproduction of issues as needed to drive resolution
Software Subscription
The cost-effective Software Release Subscription (SRS) Basic service entitles Customers to access relevant release of the Software for a given 12 month Period.
FAQ
What is defined by lifetime?
- ‘Lifetime’ is the general availability phase of product lifecycle, and then for a further five (5) years after the formal manufacturing discontinuation has been declared.
What does ‘Next Business Day’ mean..?
- When a Switch failure requires replacement Nortel will take all commercially reasonable measure to ship the hardware before the end of the next business day (NBD) to global destinations. Actual delivery will depend on regional courier capabilities.
Are Life Warranty/Technical Support and SRS Basic linked; is it mandatory to have both together..?
- No; the Lifetime Warranty (on Hardware) and the Lifetime Support (basic for life and advanced for the first 90 days) are complimentary with the purchase of the product – they are free of charge.
- SRS Basic is an optional, method of purchasing access to software updates over the product’s life cycle. There is no direct linkage between Lifetime Warranty/Support and SRS Basic; Customers can either chose to buy SRS or not, or to have a higher level of support by purchasing one of the traditional Service Contract options.
Any questions? Let me know via email or the comments section below!
Thanks,
/Adam DaCosta
About Adam DaCosta
I thoroughly enjoy technology and in particular communication technology. Unification of voice, video and data, and how technology can enable and provide users and organizations the ability to communicate more effectively. Connect with me through this blog, Twitter(@adamdacosta) or Check out my about.me profile!, I look forward to hearing from you!
{ 2 comments… read them below or add one }
Adam, I am presently working on a project that is going out to bid with the Nortel POE switches as the spec switch. The owner has hundreds of Nortel POE switches presently in service.
1) Are Nortel POE switches being phased-out?
2) Now that Avaya aquired Nortel, what will happen with the Nortel Lifetime warranty?
Michael,
thanks for the questions. I will answer briefly here and if you like please contact me for further details on any questions you may have.
1.
No. Not at all they are being invested in heaviliy by Avaya. As matter of fact the 4500/5500/5600 series switches are recongnized and the the industry leaders in, price/port, performance, stacking resiliancy, power consuption, and features. if you need further details on any of these, please let me know.
2.
Life time warranty is still honored by Avaya and is considered an advantate within the market.
Michael, as mentioned the data portfolio is viewed by Avaya as a major strategic advantage. over the past 3 quarters, Data sales have surpased all qrtly forcasts set by Avaya. As well Gartner recently came out with their 2010 magic quadrant and shows Avaya’s data vision moving forward with a strong ability to execute.
Please let me know if you have any other questions.
Thanks for reaching our Michael.
AD