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Support services

About our support services

Protect your investment and make the most of your Adtran solutions with our support services. Our services provide a peace of mind knowing that any issues will be identified, addressed and rectified quickly.

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Priority support

Quick access to product support when you need it.

Advance replacement

Reduces unplanned outages and support costs.

Management systems operations

We’ll maintain your Adtran network management systems, guaranteeing the latest versions and renewal plans.

Software maintenance

Guarantees you have access to the latest software updates and feature enhancements.

Support services

Adtran strives to provide world-class product support to guarantee the success of our customers’ network needs. Our Enhanced and Total Network Care programs provide access to our outstanding product support team who take the lead in maintaining network equipment and software. Our plans offer coverage for hardware repair service, next business day (NBD) replacements, and many other service offerings for a single annual fee. Through our network care programs, service providers can expect to receive the maximum value for their Adtran solutions.

Enhanced network care
 Total network care
  • Hardware repair service
  • Product technical support assistance
  • Outages by phone 24/7, one hour or less response time
  • Non-outages by phone, six hours or less response time
  • Software maintenance – access to firmware patches and updates
  • $2,000 training credit towards the enrollment in any Adtran public class 
  • Hardware repair service
  • Product technical support assistance
  • Outages by phone 24/7, 20 min or less response time
  • Non-outages by phone four hours or less response time
  • Software maintenance – access to firmware patches and updates
  • $4,000 training credit towards the enrollment in any Adtran public class

ProCare ensures you get the most out of your Adtran business CPE solutions with ongoing access to technical support, after-hours assistance, the latest software releases and patches, as well as hardware replacement.

 Basic ProCare
 NBD Remote ProCare
  • Four-hours Adtran technical support SLA
  • Access to technical support M-F, 7 a.m. to 7 p.m. CT
  • 24/7/365 emergency after-hours support
  • Access to software releases and patches
  • One-hour Adtran technical support SLA
  • NBD hardware replacement
  • Access to technical support M-F, 7 a.m. to 7 p.m. CT
  • 24/7/365 emergency after-hours support
  • Access to software releases and patches
  • Auto-configuration backup by request
  • Eligible for discounted remote professional services vouchers (PSVs)
 7x24x4 Remote ProCare
 NBD Onsite ProCare
  • 30-minute Adtran technical support SLA
  • Four-hour hardware replacement
  • Access to technical support M-F, 7 a.m. to 7 p.m. CT
  • 24/7/365 emergency after-hours support
  • Access to software releases and patches
  • Auto-configuration backup by request
  • Eligible for discounted remote professional services vouchers (PSVs)
  • One-hour Adtran technical support SLA
  • NBD hardware replacement with onsite tech
  • Access to technical support M-F, 7 a.m. to 7 p.m. CT
  • 24/7/365 emergency after-hours support
  • Access to software releases and patches
  • Auto-configuration backup by request
  • Eligible for discounted remote professional services vouchers (PSVs)
 7x24x4 Onsite ProCare
  
  • 30-minutes Adtran technical support SLA
  • Four-hour hardware replacement with onsite tech
  • Access to technical support M-F, 7 a.m. to 7 p.m. CT
  • 24/7/365 emergency after-hours support
  • Access to software releases and patches
  • Auto-configuration backup by request
  • Eligible for discounted remote professional services vouchers (PSVs)
  

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Do you need more information?

Contact our team