SUPPORT OPTIONS

Calix customers can choose support options tailored to their solutions, including quicker engineer assignments and priority case handling. Essential Support from Calix provides customers with technical assistance and access to a wide range of online resources, helping ensure quick issue resolution and ongoing learning. Details on all features and benefits are outlined further in this document.

SUPPORT ACCESS

INCIDENT SUPPORT

Calix Technical Support will assist customers with diagnosing and resolving trouble issues with Calix products.

CASE SUBMISSION

• Web Access to Support Case Submission
  • Calix provides Customer with access to My Checkpoint web support to create, monitor, and update technical support cases with Calix.
  • For access, log into the My Calix portal (https://www.calix.com/my-calix/home.html) and click the 'My Checkpoint' title.
• Support Case Submission via phone message
  • Calix provides Customer a telephone number for phone message case submission. Cases will be assigned, and Calix will contact customer for resolution. No waiting on hold, responses to phone messages are made within the SLO.

FEATURES

Essential Support includes the following features:

LEARNING COMMUNITY

The Learning Community offers valuable resources:

• Circles of Success Tech Talks: Interactive peer discussions with other Calix customers to share best practices, challenges and user tips, and to stay on top of industry trending topics.
• Technical Webinar Recordings On-demand Access: Online access to a library of recorded Webinars on various customer-related topics.
• Calix Community and Online Resources: Online access to self-guided adoption materials, knowledge and product documentation, support tools, marketing materials, announcements and collaborative Q&As's.

Support Level Response Objective

Table 2 summarizes the support level response objectives for the Essential tier.

SEVERITY DEFINITIONS

Table 3 defines severity classifications for issues.

CUSTOMER RESPONSIBILITIES

Customer will facilitate Support as follows:

• Provide current contact information such as: contact name, title, address, telephone number, email address for each role that may need to be contacted by Calix. For critical notifications provide both primary and back-up contact information.
• Maintain a current support contract and execute any renewals in a timely manner to avoid any gaps in support.
• Provide, at Customer's expense, reasonable access via the Internet to Calix products located in the Customer's network (including system login credentials) for the purpose of establishing a data communication link between Customer's environment and Calix TAC, so that problems may be diagnosed and where possible, corrected remotely.
• Calix may require the Customer to provide the location of the product and its physical postal address.
• Make all reasonable efforts to isolate the problem prior to requesting support from Calix.
• Provide any hardware required to perform fault isolation.
• Calix may, to correct a reported problem, request to update to the latest Calix software release and/or third-party software release.
• Arrange for scheduled backups and maintain hardware spares.
• Subscribe to Calix notification channels for updates.
• Maintain Customer's implementation of configurable licensed products currently in use under the same support option, for Calix to provide support for any portion of Customer's licensed product implementation.
• Acquire, install, configure and provide technical support for third-party products, including upgrades required by Calix or related services; and for network infrastructure, including Local and Wide Area Networks and equipment required for operation of Calix licensed products.
• Pay all engineering time, travel, and out-of-pocket expenses if Customer requests performance of onsite support outside the scope of support options described in this document.

CASE SUBMISSION

• If reasonable progress is not being made, or the quality of Calix TAC performance is not in accordance with this SDD, Customer may escalate any such issue by using the Escalate Case feature in My Checkpoint.