Solera Networks Maintenance and Support
Solera Networks provides free technical support on all new product purchases for 30 days, beginning the business day after date of purchase. We recommend customers purchase a one-year renewable maintenance agreement at time of purchase.
Maintenance Benefits
Solera Networks' standard annual maintenance and support agreement provides unlimited technical support, including:
Telephone and email support 5 days/ a week during business hours (8am to 5pm Mountain Time)
Access to online resources/downloads
All software updates are included for products covered by the maintenance agreement for coverage period, and are available via Solera Networks' secure FTP site ftp.soleranetworks.com
Hardware components repaired onsite, by the next business day
Hardware Upgrade Protection – Upgrade to new hardware on preferred terms.
- Software Upgrade Protection – Provided customer maintains maintenance continuously, they will be eligible for all software updates and upgrades delivered during the maintenance term.
Cost
When purchased with a Solera Networks appliance, a yearly maintenance agreement is 20% of the list price of the appliance. The annual maintenance renewal fee is 20% of the list price of the product at time of renewal. Multiple year contracts are available to lock in the then-current maintenance price.
Effective Dates
The purchase of a Maintenance and Support Agreement is effective the date the covered product is shipped to the customer, regardless of when the product is put into service.