Priority Service
What Three Support Levels Does VIAVI offer for Instrument Customers?
- VIAVI Care Support Plan Premium TAC and Priority Service
- Premium Priority Technical Expert Application Support (TAC)
- Priority Customer Care service and Return Material Authorization (RMA) for repair or calibration
- Priority repairs and calibration
- Standard Plus- Standard service includes Technical Assistance User Support, during the warranty period
- Standard- Covers troubleshooting of product to determine if you need a repair or maintenance service. Coaching for user support is not included.
Contact VIAVI to learn more about VIAVI Care Support Plans
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TAC Level |
Coverage Time |
24x7 Online Knowledge Base |
Product Troubleshooting |
Tech Expert Application Support |
Priority Access |
Self-paced product Training |
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Premium TAC |
8am to 5pm |
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Standard Plus TAC: |
8am to 5pm |
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Standard TAC: |
8am to 5pm |
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The hallmark of our test platforms is evolving, modular test features to allow customers to keep pace with advancing technologies that require on-the-job learning.
Premium TAC is ideal for customers who value rapid, in-field remote assistance in order to avoid repeat test work.
All customers enjoy Standard Plus support during the product warranty period and can upgrade to Premium Priority TAC by purchasing a VIAVI Care or Fleet Care Support Plan.
As of October 31, 2020, we ceased to provide free Tech Expert Application Support for all VIAVI (JDSU) instruments that are not under a VIAVI Care Plan, Fleet Care contract or a current warranty.
Terms:
Coverage Time: Time zone of regional TAC
North, Central and South America → EST
Europe, Middle East, and Africa → CET
Asia Pacific → SGT
24x7 Online Knowledge Base:
Free online knowledgebase with searchable self-help articles and support information that is regularly updated with latest support content
Product Troubleshooting:
Free for Life of the Product: Support service for verification that a VIAVI instrument works correctly or requires repair
Tech Expert Application Support:
Telephone support for applications on VIAVI instruments. Provided by VIAVI technical support engineers and is available during product warranty and or during an instrument support plan. “Can you help me use my product while I am on the job?”
Priority Access:
Priority response enabled by a pin code tied to the instrument serial number to advance the Care plan customer in the que.
Self-paced product Training:
Exclusive to VIAVI Care Plan customers: Training coursework available via the learning management system.
Contact your VIAVI sales representative to learn more and to select the right VIAVI Care Support Plan for your team.