Maintenance

Once you have invested in an Empirix solution, you will want to ensure that it is optimized for your environment. Your questions regarding the hardware or software will be answered, and any issues will be addressed promptly.

All equipment sold by Empirix comes with one year of support. This standard package includes:

• Phone/email/web incident submission
• Access to eSupport
  This customer-only, secure web portal contains downloads, updates, issue review, and updates, knowledge base, as well as FAQs.
• Software release upgrades
  These software releases include new features and enhancements along with bug fixes.
• Hardware replacement program
  Equipment under a hardware maintenance agreement can be returned to Empirix for repair. Through our support organization, you will receive a return material authorization number and ship the equipment back to Empirix where it will be repaired and then returned to you.
• Escalation procedures
• Support center access from 8:00am - 8:00pm E.S.T

We offer additional support options for our Empirix OneSight for Contact Centers, Empirix Network-Wide View and Empirix Network Wide View for SS7 Signaling customers:

• 24 x 7 days access via phone
• Advanced replacement program (Empirix Network-Wide View and Empirix Network Wide View for SS7 Signaling and Performance/Functional Testing Service products only)