Customer Technical Assistance Center (CTAC)

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Customers who have repair contracts with us can leverage our deep in-house engineering knowledge of various legacy systems and obtain remote support to resolve network issues around hardware, software, firmware, and configuration issues, further driving cost savings from network operations.

Service provider central offices and exchanges are becoming increasingly unmanned in order to reduce costs and the in-house technical knowledge base for legacy end-of-life hardware reduces over time creating a demand for 3rd Party technical support.

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Frequently Asked Questions

Does your company provide a warranty on hardware sales & repairs?

We offer a bumper-to-bumper warranty on all equipment sales & repairs. The length of the warranty varies depending on the customer’s needs; however, our standard is 1 year.

What is a bumper-to-bumper warranty?

The warranty covers the entire board and is not specific to the component being replaced. For example, if we replace an optical transceiver, and the board fails within the warranty period, and the problem is with a different component, then it is still covered under warranty.

Do you test the hardware you sell?

We have in-house test and repair capability covering thousands of part numbers. The hardware we sell is closely correlated with our test capabilities, so we test much of the hardware we sell.

What is your turnaround time on repairs & hardware sales

Our average turnaround time on repairs is 20 business days & 1 day for hardware sales

Do you offer a testing-only service?

Yes, our average turnaround is 3 days

I need a part number that has a particular firmware or software release. Can you provide that?

We have the capability in-house to check firmware and software and copy/program the boards in most cases, so there is a good chance we can meet your needs, however, if would be on a part-by-part basis.

Do you carry out 100% of repairs in-house or do you outsource some?

We have the in-house capability to replace any type of component including ball grid array parts. We also have deep capabilities around fiber optical component replacement which includes PMD fiber, so we carry out all repairs in-house.