Hardware Support
Hardware support is offered in two forms: warranty hardware support and after-warranty hardware support. The Arch Convergence manufacturer's warranty provides hardware replacement for defects identified during the first 12 months after purchase. Arch Convergence offers customers two options to continue hardware support after the original warranty period has expired:

     (a) Yearly-renewable hardware support contracts.
     (b) Repair service on a fixed-price per module or chassis basis.

>>> Click here to request hardware support.
 

On-site Spares
Arch Convergence has a program for providing dedicated on-site spares for customers with mission-critical needs. With substantial inventory to draw from, Arch Convergence is uniquely positioned to provide on-site, immediate replacement for failed components.

With hardware redundancy built into the product line, most hardware failures do not bring down the router. When a hardware component fails, the router automatically detects the fault and switches to the redundant component. With on-site spares, the defective component can then be replaced with no disruption to the network.

System redundancy for media modules is built on the principal of hot-swap rather than duplicate components. Having spare media modules on hand facilitates the ability to immediately replace a failed module and bring the system back on line to full capacity.

On-site Spares programs are custom-quoted.

>>> Click here to request On-site Spares information.
 

Software Support
Software support follows a model similar to hardware support. The manufacturer's warranty provides full software support, tier 1 through to tier 4, during the first 90-day period immediately after purchase. After the manufacturer's warranty expires, the customer can purchase an annual support contract. Arch Convergence offers three levels of support, identified as Bronze, Silver and Gold. The main difference between the levels is the guaranteed speed of response to an issue, with Gold offering the fastest response time.

Software support is charged per chassis for the support of the chassis management software that runs on the Supervisor, and per ATM module for the software that runs on the ATM module.

The following table describes the three levels of response:

Response Time is the time for an Arch Convergence representative to respond to the initial support request from the customer. The basic support product guarantees the response time of 'next business day'.

On-site Support refers to the commitment to have an Arch Convergence technical representative on-site at the customer's location. No on-site support is included in the basic software support package.

>>> Click here if you are interested in purchasing support from Arch Convergence.
 

Documentation
Arch Convergence would be happy to provide you with documentation of our products. Please email us at DOCS@ArchConvergence.com with your contact information and requested documents.
 

Downloads
Arch Convergence would be happy to provide you with updated downloads for the P580 / P882 and ESR-5000 / ESR-6000. Please note that operational code is licensed. Please email us at DOCS@ArchConvergence.com with your contact information, currently installed system and needs.