Woven Systems Total Response

Businesses and organizations depend on the data center for mission-critical applications, supporting virtually every facet of their day-to-day operations. Recognizing the critical nature of maintaining a highly accessible computing infrastructure, Woven Systems offers the Total Response support program to ensure maximum availability of your data center network. With a comprehensive suite of services, Total Response assists you in integrating, optimizing and leveraging your valuable networking assets. Total Response draws on Woven's data center networking expertise to ensure the highest levels of performance for its Ethernet Fabric solutions and to accelerate problem resolution.

Total Response Offerings

Woven Systems offers flexible and cost-effective choices for maintaining your network with five different support service levels to meet your operational requirements. With all service levels, you receive unlimited access to Woven TAC engineers 24 hours per day, 7 days per week. Total Response provides unlimited access to e-Support, the Woven Systems web support portal with access to software upgrades and patches, case management tools, FAQs, and technical tips.

Woven Total Response

The Total Response baseline service offering provides 24 by 7 access to Woven's networking experts for hardware and software support. Access to software patches and upgrades is provided through Woven's customer support portal. Total Response includes Woven e-Support for instant access to Woven's knowledge base.

Return to Factory Service

The factory return service offers a low-cost alternative for customers that maintain Woven Systems hardware spares on-site. Customers can return defective items to Woven Systems for repair or replacement. Repaired or replacement hardware will be sent back to the customer within 10 business days from receipt of the defective item.

Next Business Day Service

Woven Systems will deliver a hardware replacement the next business day to a customer-specified location when the request is received by 3:00 p.m. U.S. Pacific time, Monday through Friday, except for Woven Systems' observed holidays. For countries where in-country, next business day service is not supported by Woven Systems, actual delivery times are subject to customs and importation delays. Physical installation of the replacement hardware component is to be performed by the customer.

Same Day, 4-hour

Woven Systems will deliver a hardware advanced replacement within 4 hours, the same day of a customer request. The service is available 24 hours a day, 7 days a weeks in certain geographic locations. Please contact your Woven Systems representative for more details. Physical installation of the replacement hardware component is to be performed by the customer.

Same Day, 4-hour with an On-site Technician

Combined with the Same Day, 4-hour service, a Woven Systems trained technician will replace the defective hardware with the advanced replacement component. This service is only available in certain geographic locations. Please contact your Woven Systems representative for further details.

Woven e-Support

Timely information is critical in maintaining a highly available network. Woven Systems provides an information and services portal for customers to view and manage support cases, technical tips, and subscribe to software patch releases.

Woven Is Always Standing By

Woven Systems is committed to designing and building highly reliable and resilient Ethernet Fabric solutions for today's growing data centers. In the event that network problems arise, Woven is ready to help with Total Response to assure that your network is running at optimal capacity. Select from a range of service programs to be sure that service and technical help is available, should you need it. When you are building and growing your business, it's nice to know that there's someone standing by to help.

Woven Systems Total Response At-a-Glance

		Technical Assistance Center		Software Downloads		Hardware Repair		Hardware Advance Replacement
Total Response		24x7 Technical Support		Bug fixes and upgrades		-		-
Total Response + RTF		24x7 Technical Support		Bug fixes and upgrades		10 day return to factory		-
Total Response + NBD		24x7 Technical Support		Bug fixes and upgrades		-		Next business day delivery
Total Response + 4HR		24x7 Technical Support		Bug fixes and upgrades		Same day, 4 hour delivery		-
Total Response + 4HR + Onsite		24x7 Technical Support		Bug fixes and upgrades		-		Same day, 4 hour delivery w/onsite technician