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Support and Maintenance FAQs

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What is Support and Maintenance?
Edgewater Networks Support and Maintenance provides customers with technical support though our Technical Assistance Center (TAC) and ongoing software releases for each of our products. The Edgewater Networks TAC offers support services by phone, email or through our support portal.
How does Edgewater Networks know if my device is covered by a support and maintenance agreement?
Each Edgewater Networks device is uniquely identified by its MAC address. Each Support and Maintenance agreement is tied to a single MAC address.
What is the difference between a hardware warranty and support and maintenance?
An Edgewater Networks hardware warranty covers repair or replacement of a device that has failed due to a hardware breakdown. Support and Maintenance agreements provide customers with ongoing access to technical support, bug fixes, and new software releases.
How do I renew or begin my Support and Maintenance contract?
Customers should contact their Edgewater Networks sales representative, reseller, or distributor to purchase a support and maintenance contract.
How will I know the cost associated with a Support and Maintenance contract?
If you provide Edgewater Networks with a list of MAC addresses for each device to be covered under the Support and Maintenance, your Edgewater Networks sales rep, your reseller or distributor will calculate the contract fees and provide you with a quote.

Once Edgewater Networks receives a Purchase Order for the identified devices, the devices will be considered in compliance and support and maintenance will continue as normal.

Any products not included on this list will no longer be entitled to receive support and maintenance.
How will I know the cost associated with a Support and Maintenance contract if I do not have a list of MAC addresses for my Edgewater Networks devices?
If you are unable to provide us with a list if MAC addresses, you can request that Edgewater Networks generate a list of all products that the you have purchased over a specific time period. If you do not specify a time period, Edgewater Networks will provide a list back to your first purchase. You can then notify Edgewater Networks which of these products you wish to bring into compliance.

After we receive your list, we will provide you a quote for support and maintenance. Once Edgewater Networks receives a Purchase Order for the identified devices, the devices will be considered in compliance and support and maintenance will continue as normal.

Any products not included on this list will no longer be entitled to receive support and maintenance.
I bought some products directly from Edgewater Networks and some through an Edgewater Networks channel Partner. Does my process differ based on initial purchase source?
No. If you are active with a channel partner, all support and maintenance renewals should go through that channel partner.
Are new products that I purchase covered under a Support and Maintenance contract?
Edgewater Networks requires the purchase of every product to include a minimum of 12 months support and maintenance. Depending on the product, the support and maintenance contract cost is either included in the device fee or listed separately, but must be purchased at the same time.
What is support and maintenance pricing for my products?
Support and maintenance pricing will vary by product and model. The specific pricing will be provided to you on a line item basis once you begin to participate in the program.
What is the difference between Premium and Standard support and maintenance?

The key difference in standard vs. premium support is the availability of support services. Standard support is offered for 12 hours a day/5 days a week (M-F). Premium support is offered for 24 hours a day/7 days a week.

More information on the support and maintenance offerings can be found by clicking on the following link:

https://www.edgewaternetworks.com/support/support-programs/

I have never used Edgewater Networks Support services, why should I renew my Support and Maintenance?
Having an active support and maintenance contract also ensures that you will continue to have access to the latest software release for your products. Each release includes some combination of enhanced or additional features and functionality. For example, during the recent ‘Heartbleed’ virus incident, Edgewater Networks released security patches as part of our maintenance program.
Am I entitled to Bug Fixes if I don’t have a current support and maintenance contract?
No. Only customers with a current support and maintenance contract on the device in question are entitled to access software updates and upgrades.
What if a bug is identified before contract expires, but not fixed until a release after contract expires? Am I entitled to the release that fixes the bug?
No. Only customers with a current support and maintenance contract on the device in question are entitled to access software updates and upgrades.
I renewed the support and maintenance for one of my devices. Can I use the current support and maintenance contract on that device to download the updated software for other products that do not have a current support and maintenance contract?
No. Installing updated software on out-of-compliance support and maintenance contracts is forbidden and is considered a breach of contract.
What does Edgewater Networks Hardware warranty cover?
The Hardware warranty is a guarantee that Edgewater Networks will replace or repair your device hardware failure such as a failure to boot, ports failing or power supply failure. If the device is within the warranty period you can contact our TAC and have a case opened. The TAC will troubleshoot the issue. If the TAC determines that the issue is covered under your hardware warranty, they will issue Return Merchandise Authorization (RMA) so that we can repair or replace the device.
I do not currently have a current support and maintenance contract, can I increase my device capacity through a license key upgrade?
Yes. Edgewater Networks strongly encourages customers to cover all of their Edgewater Networks products under support and maintenance contracts to ensure the best possible customer experience in upgrading the capacity of their products. If a customer chooses not to keep current their support and maintenance current on the device to be upgraded, they can do so.
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