Support & Service Offerings

 
 
Overview
Patton provides a broad range of global support, professional, maintenance, warranty and training services from 14 offices and 7 Technical Assistance Centers. This world-class support organization is staffed with accomplished application and network engineers, hardware and software engineers. A variety of packages empower you to tailor our services to fit exactly, and only, what you need, from basic telephone and email support to full installation, deployment and operation via standard or customized SLAs.


SmartCare Support Services 
SmartCare Basic is free support from Patton available on all Customer Premise devices. SmartCare Basic is free-of-charge during the first year and can be extended by the purchase of an Extended Warranty.

SmartCare Premium support addresses the high-end service requirements of Telecom carriers, Internet Service Provider (ISP), and other organizations that need either guaranteed response and resolution times or evening and weekend service.

SmartCare Support Grid Description Live-Person Support Support Services Response Times Remedy Times Service Hours
Basic* Basic, best-effort, support for the first year for Patton Customer Premise Devices. Free for Patton Certified Channels and Registered Partners. Troubleshooting & Configuration Assistance Best Effort Best Effort 0900 - 1700 EST
1400 - 2200 GMT
Premium You are issued a "hot line" call-in number and email address. We guarantee the response and remedy times subject to a customizable SLA.
Premium Plus includes 24x7 global support anytime, day or night for incidents anywhere in the world and Patton pays all shipping cost.
Troubleshooting, Configuration Assistance and Configuration Development 2 Hours 8-16 Hours based on severity Business Hours in Your Time Zone
Premium Plus 24x7
* Basic Support is not available for Edge/Core Carrier Network Equipment, including the SN10K Series. Please consult our Support & Service Guidance for Edge/Core Carrier Network Equipment.

Order Codes:

SVC-SmartCare-BH Premium Support for Business Hours
SVC-SmartCare-24/7 Premium Support, 24 x 7 Coverage

SmartCare Support Tools:
To purchase SmartCare Support Services or to view a specimen SLA, please email sales@patton.com To Register a Product, Check the Warranty Status, Open a Ticket or Check to Status of a Ticket, please Log-In to the Support Portal.

 
 
Sales: sales@patton.com
Direct: +1 301 975 1000
Support: support@patton.com
Direct: +1 301 975 1007
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