Support
Contacting Technical Support
To simplify your support request with our Customer Support Representative please have the following information ready when you contact the Technical Assistance Center (TAC):
- Model and Serial Number of Alphion product
- Software Version of Operating System and EMS (if applicable)
- Manufacturer and Model of other vendors products attached to system
- Description of the problem and results of any diagnostics run
- Suspected problem and source of the problem identification
In addition, please be ready to give Alphion Technical Assistance Center Customer Support Representative remote access to the Alphion Element Management System on your network.
Phone: +1 609-936-9001 ext 7026
Email: support@Alphion.com (for non-emergency requests)
Service Programs
Alphion provides a complete selection of Service Programs to provide you with maximum flexibility when choosing your support and service options.
Alphion Replacement Parts Service
ARPS is a factory repair program providing hardware replacement parts during warranty and after-warranty. During warranty you must return your unit to Alphion for repair following standard warranty policies. As an alternative you may purchase an advance replacement parts program that will minimize the cost of maintaining inventory for emergency outages. All replacement parts are maintained at the latest revision level and tested to factory specifications.
Alphion Customer Care Service
ACCS solution is designed meet the needs of customers with large or complex network deployments. ACCS is all-inclusive and incorporates the software support and advanced replacement parts programs. In addition, a Customer Support Engineer will be designated for your account to deliver priority services & support tailored to meet your needs. This may include access to beta products, new release training, technical escalation assistance, scheduled on-site visits, and on-going communications to monitor service performance. ACCS also includes periodic network audits on all hardware and software in your network at no extra charge.
Alphion Warranty Service
AWS for Alphion products includes emergency telephone support 24 hours per day, 365 days per year. Non-emergency support is available Monday through Friday, during standard business hours. To qualify for 7x24 hour support you will need to provide Alphion Secure Support Access to the Alphion Customer Support engineer when required. Alphion will replace or repair any item deemed to be defective, during the warranty period.
Alphion Technical Training
Alphion offers a full curriculum of training courses to support the GPON Product Family at its offices, or optionally at your site. An Instructor-led program with hands-on lab work will enable participants to install, configure, test, and manage their Alphion platform. In addition, Alphion offers a follow on network design course to help customers plan successful deployments. Alphion will be ready to work with you and tailor courses to fit your needs.
CM Basic Training Course
Comprehensive training on the structure, functions, and features of CM Carrier Ethernet Transport Switches. Students should have a basic understanding of digital telecommunications (SONET/SDH, Ethernet, Basic IP, etc.) and facility network architecture.
CM-View Management Operations Course
Comprehensive training on CM Carrier Ethernet Transport Switch operation using CM-View Network Management Systems. Course provides an overview of the CM Product family and CM-View management platform.
CM Installation Course
Comprehensive training on installation procedures for various CM Carrier Ethernet Transport Switches.
CM-100/4000 Planning and Network Design Course
This course details the CM Packet Transport architecture and outlines the requirements to optimally design the network using the CM Carrier Ethernet Transport network elements.
