Which Support level is right for you?
Features available to all Support levels
Support Level
Premier
Any Service Affecting issue under 30 minutes
Direct, live follow up by Calix Support Engineering Specialist working on your problem
Info Requests within 2 hours
Experience Innovation Platform software updates / GigaSpire software update (4 times per year)
Bi-weekly Support Engineering Specialist Office Hours
25% discount on Education Services select courses
Live Learning Resource Consultation and Learning portal access
Calix Community Premier Group moderated by Calix Support Engineering Specialists
Essential
Critical – 30 minutes
Major – 60 Minutes
Minor – 6 hours
Info Requests – 12 business hours
Follow-up by Calix Support Engineer
Case assignment notification by email
• Software, hardware and Cloud incident support
• 24x7 voice mail and web case submission
• Calix Service Station support portal
• Calix Community and Online Resources
• Circles of Success Tech Talks
• Technical webinar on-demand recordings
• TAC TV access
Calix Premier Support takes the partnership between your operations and Calix to the next level. For service providers who value fast, sub-thirty-minute, live access on service affecting issues to Support Engineering Specialists experienced across all Calix platforms and who understand your network and understand your problems.
For CSPs looking for guidance when needed, and who value subscriber experience with fast response to critical issues impacting their network. The Essential Support level provides CSPs the assurance that their critical, major or minor incident has been assigned to a Calix Support Engineer in a timely manner and that their incident is being handled.
