Aqura Oasys Vendor Support Coverage Descriptions

Aqura’s OASYS OEM vendors provide back-to-back support as outlined below. Aqura’s support SLA’s are subject to the respective vendor support.

Vendor Support Coverage Warranty
Fortinet
  • 24×7
  • Three hundred sixty-five (365) day limited warranty for the Hardware products;
Cisco
  • 24×7
  • Advanced Hardware Replacement 8x5xNBD
  • Limited hardware – yearly or multiyear contracts
Dell
  • 24×7
  • 3-years limited warranty on hardware
  • Limited 90 days for BIOS/firmware
VMWare
  • 24×7
  • N/A
Ruckus
  • 24×7
  • Indoor Access Points – Limited Lifetime Warranty*
  • Outdoor Access Points – One (1) Year
  • Software – Ninety (90) Days
TP-Link
  • 24×7
  • Indoor Access Points – (5 years)
  • Outdoor Access Points – (3 years)
Calix
  • Business hours Mon to Fri 8:30am to 5pm (excludes public holidays)
  • Standard warranty is for 1 year. Optional extended warranty at additional cost. Warranty start date is OSA invoice date.
  • Equipment warranty is return to base i.e. faulty equipment gets shipped to Calix in US for repair/replace and then return.

Teleste

 

  • Business hours Mon to Fri 8:30am to 5pm (excludes public holidays)
  • Standard warranty is for 1 year. Warranty start date is invoice date.
  • Equipment warranty is return to base i.e. faulty equipment gets shipped overseas and Teleste for repair/replace and then return.
Axing
  • 24×7
  • 12 months from the delivery date unless specified otherwise at the time of ordering.

Definitions

  1. Back-to-Back Support – Back-to-back support refers to when Aqura provides the support directly to the customer, and the OEM vendor provides support to Aqura for escalations that Aqura cannot resolve. In this arrangement, there is no direct arrangement between the customer and the OEM vendor, meaning the customer does not have an interface with the vendor and must go through Aqura for any support related activities.
  2. Limited Warranty – Means the period beginning on the Product shipment date and continuing for as long defined.