宽带网络 支持

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支持服务 Q&A

How do I get 支持 when needed?

In case of need technical assistance, you can send an online 支持 request for technical 支持. Your 支持 request will be registered and our technical 支持 representative will get back to you shortly.

Is technical 支持 for free?

In order to benefit from our professional 支持 services, certain 电话este devices and software licenses require the payment of 支持 fees. The 支持 validity of these products will be checked based on the product serial numbers when submitting a 支持 request. Therefore it ́s required to include the products serial numbers in your 支持 request.

Which 电话este products need to be covered by valid 支持?

The following 电话este products are listed under the 支持 fees policy. Luminato, Optimo, 广播经理 64bit, Palomino II. (Distributed Access) DAH100, DAH120, Ac9100 neo RPD, Ac9400 neo RPD, DAN300, DAN3, ICON9000 RPD, AC6440, 达斯. (CATVisor software) Argus, Commander, Smartloader.

How do I order 支持 renewals?

If you wish to renew the 支持 for some specific 电话este devices or software licenses, you can order 支持 renewals via our online 支持 renewal form.

How do I cover my 电话este products under continuous 支持?

You can cover all your 电话este devices and software licenses with our 支持 services by utilizing our comprehensive 支持 Agreements plan. This guarantees an uninterrupted and carefree 支持 coverage for all your 电话este products under a single agreement. You can submit a request to receive a proposal by completing the 支持 Agreements proposal form.

How can I upgrade the software of my devices and licenses?

The latest software releases can be downloaded from My电话este. Under 电话este ́s software licensing policy, the software can only be upgraded when the products are covered by valid 支持. 软件许可密钥, which are needed to activate software upgrades in specific 电话este products, are automatically provided to the customers for all their devices and software licenses which are covered under valid 支持.

Where can I find the 溢价 支持 (24/7) contact info?

If your 电话este products are covered by 溢价 level 支持, you can obtain the 24/7 支持 contact information by submitting your request to our Networks CARE team 支持.sales@thelumberguy.net. Please include the product serial number for 支持 level verification.

What services are included in 电话este ́s technical 支持?

The 支持 Levels table below shows the 支持 services included in the 溢价 and 标准 支持 for specific 电话este devices and software licenses.

支持 levels

溢价

The following services are included in 电话este´s 溢价 支持

  • 在线支持
  • 软件升级 & 更新
  • 电子邮件支持
  • 电话支持
  • 24/7电话支持
  • 远程诊断
  • Repair turn-around time: 7 days

标准

The following services are included in 电话este´s 标准 支持

  • 在线支持
  • 软件升级 & 更新
  • 电子邮件支持
  • 电话支持
  • 24/7电话支持
  • 远程诊断
  • Repair turn-around time: 14 days

支持协议 and renewals
泰来斯特支持

在线支持请求