TECQ OID-118499 Quote Technica - LOC R7 Platinum Renewal 01dec2015 - 30nov2016...

ADVA Maintenance Platinum - Americas
Maintenance Package Description

Service Category CARE
All parts of this and associated statements of requirements are copyright and may not be
reproduced, in part, or in whole, without the prior permission of ADVA Optical
Networking.

Table of Content
1.
Definitions .............................................................................................. 5
2.
Overview ................................................................................................ 8
3.
Remote Technical Support ........................................................................ 9

3.1.
Levels of Support ............................................................................. 9
3.2.
Deliverables ...................................................................................10
3.3.
Eligibility ........................................................................................10
3.4.
Access ...........................................................................................10
3.5.
ADVA Case Tracking System (CTS) ....................................................11
3.6.
ADVA Service Level Agreement (SLA) ................................................12
3.7.
3.8.
4.
5.
6.
7.
3.6.1
Resolution Schedule .................................................................12
3.6.2
Fault Correction .......................................................................12
Reports and Review Meetings ...........................................................13

3.7.1
Monthly Reports ......................................................................13
3.7.2
Review Meetings ......................................................................14
Language .......................................................................................14
ADVA Customer Portal Service .................................................................15

4.1.
General ..........................................................................................15
4.2.
Deliverables ...................................................................................15
4.3.
Availability and Access .....................................................................15
4.4.
Customer Responsibility ...................................................................15
Customer Notification Service ...................................................................16

5.1.
Introduction ...................................................................................16
5.2.
Product Notification Content .............................................................16
5.3.
Distribution of Product Notifications ...................................................16
Software Release Service .........................................................................17

6.1.
Deliverables ...................................................................................17
6.2.
Access ...........................................................................................17
6.3.
Customer Responsibilities .................................................................17
6.4.
Release handling .............................................................................17
6.5.
Exclusions ......................................................................................18
Advance Replacement Services.................................................................19

7.1.
Deliverables ...................................................................................19
7.2.
Access and Reference ......................................................................19
7.3.
Shipping Terms and Conditions for Advance Replacement ....................19
7.4.
Property.........................................................................................19
7.5.
Replacement ..................................................................................19
ADVA Optical Networking, Version 0.5 November 2014
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8.
9.
7.6.
No Fault Found (NFF).......................................................................20
7.7.
7.8.
Reports ..........................................................................................20
7.9.
Exclusions ......................................................................................20
First Line Maintenance .............................................................................22

8.1.
Deliverables ...................................................................................22
8.2.
Access and Reference ......................................................................22
8.3.
Charges .........................................................................................22
8.4.
On-site Dispatch .............................................................................22
8.5.
General Exclusions ..................................................................................24
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1. Definitions
24 x 7 shall mean 24 hours, 7 days a week, where days refer to Calendar Days.
8 x 5 shall mean 8 hours, 5 days a week, where days refer to Business Days.
ADVA Certified Expert (ACE) shall mean Customers personnel or personnel of
Customers nominated subcontractor(s) that have passed ADVA written product
certification examination and have maintained their qualification according to ADVAs
requirements.
Business Day (BD) shall mean normal working day within the applicable time zone,
Monday to Friday, excluding public holidays.
Business Hour (BH) shall mean any working hour between 7:00 am and 9:00 pm
EST / EDT *) on a Business Day.
Time Zone Table defines the applicable time zone for the service to be provided
ADVA provides Business Hours / Business Days support based on the following
locations and time zones:
Region
APAC
Americas
Public holidays in
Singapore
Georgia, USA
EMEA
Poland
Time zone
Singapore Time SGT
Eastern Standard Time EST /
Eastern Daylight Time EDT*)
Central European (Summer*))
Time CE(S*))T
UTC + 8h
UTC 5h / - 4h*)
UTC + 1h / + 2h*)
*)
Daylight Saving Time,

UTC = Universal Time, Coordinated
Calendar Day (CD) shall mean all days in the calendar year, including weekends and
holidays.
Case shall refer to any reported and documented incident. ADVA differentiates the
following types:
Technical Case is any support request reported by Customer and documented in

the ADVA CTS
RMA (Return Material Authorization) Case is any reported or identified defect of
an ADVA supplied Product that Customer requests to be repaired by ADVA
Case Tracking System (CTS) shall mean the software tool that ADVA uses to
document and manage Cases.
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Customer Portal means ADVAs web based service accessed via the internet, provided
to ADVAs customers with valid Maintenance Contracts
De-Escalation following restoration of a Critical Technical Case means that further
assistance, advice or investigation is required by Customer to completely close the
Case. In a De-Escalation case, the Critical Case will be closed and a new Case will be
opened with a severity level of Major or Minor to follow-up on subsequent
investigations. The two Cases shall count as one Case for Case reporting purposes as
defined by TL9000.
Deployment Phase shall mean the period between the date of Product delivery and
the completion of installation, commissioning and testing activities.
End of Life (EOL) shall mean that Products and associated design documentation are
no longer supported by ADVA.
Manufacture Discontinued (MD) means that ADVA has stopped manufacturing the
Product. MD products and associated product documentation will continue to be
supported until the product reaches EOL. RMA and technical support services are
available until EOL.
Major Release (Software Upgrade) shall mean a new Software release that includes
new features and functionality. A Major Release is defined by the first 2 digits of the
release numbering (x.y).
Minor Release (Software Update) shall mean improvements to Software which has
the same generic features and functionalities as the current Major Release.
Maintenance Release (Bugfix) shall mean correction of defects in the current
software release.
Network Element (NE) is defined as a manageable logical entity uniting one or more
physical devices, typically an instance of either Wave Division Multiplexing (WDM) or
Ethernet equipment.
Network Operation Center (NOC) remotely monitors the customer network and
provides Level 1 and Level 2 support functions.
Operational Phase shall mean the period between operational acceptance and / or the
transmission of live traffic on the network to the decommissioning of the network or
parts thereof.
Product Line Management (PLM) means ADVAs personnel interfacing with ADVAs
R&D, operations, and customers to prioritize and add features and functionality to
products.
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Product Retirement Notification (PRN) shall mean a notification which provides the
Last Order Date, the date of Manufacture Discontinued, the EOL date and the
recommended successor of the retired product.
Remote Technical Support (RTS) means TAC support personnel that perform their
duties from ADVAs location (not on-site).
Research and Development (R&D) means the ADVA personnel designing ADVA
products.
Resolution Schedule defines ADVA committed Response, Restoration and Resolution
Times.
Resolution Time shall mean the period between creation of a Major or Minor Case and
the delivery of instructions to rectify it. These instructions can either be the final fix to
the reported Case or a temporary solution. Resolution of Major and Minor Cases
requires Customer acceptance. This time is measured in Business Days.
Response Time shall mean the period between Technical Case creation and ADVAs
initial response by a qualified technician.
Restoration Time shall mean the period between creation of a Critical Case and the
time when the instructions for service recovery are provided by TAC to enable the
Customer to restore service on the affected contractual Products.
Return Material Authorization (RMA) is the approval for the Customer to return
ADVA supplied hardware for repair, replacement or refund.
Service Procedure Manual (SPM) shall mean the document provided by ADVA that
describes support processes, contacts and escalation procedures. Such document may
be updated from time to time by mutual agreement.
Technical Assistance Center (TAC) shall mean ADVAs support team responsible for
resolving the Customers Case(s). TAC responds to, documents and resolves the
Technical Case(s). TAC has direct access to ADVA internal resources from engineering
and Product Line Management to assist with resolution as required. TAC maintains
communication with Customers technicians during Case Restoration and/or Resolution.
Technical Case Report (TCR) is a monthly report provided by ADVA to Customer
summarizing Technical and RMA Cases raised during that month. The contents of the
Case report and the distribution list are to be agreed during contract set up.
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2.
Overview
ADVA Maintenance Platinum
Remote Technical
Support
24 x 7 x 365
(All Severity
levels)
Software
Minor Releases for all

ADVA Products
Major Releases for all
ADVA Products
Repair
First Line
Maintenance
Advance
Replacement
-> Advance
Replacement
4 hour on-site
response
4 hour delivery to
site
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3.
Remote Technical Support

3.1.
Levels of Support
The following Levels of Support describe the roles and responsibilities within the support
process:
Level 1 support shall mean the following functions and deliverables:
Gather information about the incident,
Document the incident, including the severity level,
Create a trouble ticket via Customer Portal,
Escalate to Level 2 support and provide further information to Level 2 upon

request (measurements on the equipment, etc.),
Implement measures/solutions as advised by Level 2 support.

The responsibilities for Level 1 support may be performed by either ADVA and /
or the Customer, depending on the maintenance package or other services
purchased.
Troubleshooting and isolating the problem, using available tools and

documentation/knowledgebase to seek known solutions for known problems,
Making tools and documentation available to Customer/on-site technician,
Dispatch and subsequently guide on-site technician,
Trigger dispatch of a replacement hardware component from the spares

warehouse in the case of diagnosed hardware failure (where advance
replacement service is part of the maintenance package),
Resolving most of the configuration type issues,
Escalating bugs and first time complex issues to Level 3 support.

The responsibilities for Level 2 support may be performed by either ADVA and /
or the Customer, depending on the maintenance package purchased.
Advanced troubleshooting, using R&D provided diagnostic tools,
Provide bug fixes and temporary solutions to restore Customers network to full
functionality in accordance with Resolution Schedule defined below,
Testing of bug fixes prior to delivery to Customer,
Escalate to and cooperate with R&D (Level 4 support).
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3.2.
Advanced troubleshooting and diagnostics,

Root cause identification,
Hardware design change, bug fix, maintenance software releases,
Testing of software maintenance releases prior to delivery to Customer.
Deliverables
During the Operational Phase, TAC will provide expert assistance in the following areas:
Equipment configuration and network configuration assistance
Guided advanced troubleshooting
Assistance with fault correction
Assisted Restoration of system or network failures
Assistance for routine or scheduled maintenance tasks
3.3.
Eligibility
Customer will name and authorize the users within his organization who are allowed to
create Technical and RMA Cases. The Customer is required to register these names with
ADVA.
The Customer representatives must be trained, achieve, and maintain (ACE) certification
for the ADVA product(s) covered under this Agreement. TAC will request the full scope of
the Level-2 support, as per definition, to be delivered and documented, prior to taking
over the ownership of the issue.
ADVA will check the identity of those users using the Customer provided information at
the time of Case creation in order to prevent misuses.
3.4.
Access
ADVA offers a Customer Portal to submit Major and Minor Cases online and view all
Cases. Customer Portal is available 24 x 7 x 365 via Internet access. Cases of a severity
level that are associated with 8x5 availability (as defined in the Resolution Schedule
below) can be opened with TAC at any time through the Customer Portal. However,
outside of the defined Business Hours these Cases will be responded to on the following
Business Day.
If Customer does not have access to the Customer Portal, Customers may submit Cases
via phone or e-mail.
Critical Cases must always be submitted via phone.
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3.5.
ADVA Case Tracking System (CTS)
Reference
The caller will receive a unique reference number for every Technical Case that is
opened. The Case is logged and monitored using this reference number in the ADVA CTS.
In all communications related to this Case, the reference number must be stated clearly.
Complete documentation of resolution process
ADVA documents the progress of the Case in the CTS.
Technical Case Severity levels
Technical Case severity levels are defined according to TL9000 recommendations.
Technical Cases shall be classified, and agreed between ADVA and Customer, into one of
the three following severity levels for trouble reports in the ADVA CTS: Critical, Major,
and Minor. A fourth category, Question, is a request for information which is not directly
related to a service outage or problem.
Critical conditions severely affect service, capacity/traffic, billing and maintenance
capabilities and require immediate corrective action, regardless of time of day or day
of the week. Examples of Critical Technical Cases include:
o
A loss of service that is comparable to the total loss of effective functional

capability of an entire switching or transport system.
A reduction in capacity or traffic handling capability such that expected loads

cannot be handled.
Any loss of safety or emergency capability (e.g. emergency telephone calls)
Major conditions seriously affect system operation, maintenance and administration

and require immediate attention. The urgency is less than in Critical situations
because of a lesser immediate or impending effect on system performance,
Customers and the Customers operation and revenue. For example:
o
Reduction in any capacity/traffic measurement function
Any loss of functional visibility and/or diagnostic capability
Short outages equivalent to system or subsystem outages, with accumulated

duration of greater than 2 minutes in any 24 hour period, or that continue to
repeat during longer periods
Repeated degradation of higher rate spans or connections
Prevention of access for routine administrative activity
Degradation of the systems ability to provide any required Critical or Major

problem notification
Any significant increase in product related Customer trouble reports
Corruption of system databases
Page 11 of 38

Minor Conditions do not significantly impair the function of the system and do not
significantly affect system performance. The network traffic is not affected. (Note:
Engineering complaints are classified as Minor unless otherwise agreed between
Customer and ADVA.)
Case Status
During progression the status of each Technical Case is recorded in the CTS as follows:
OPEN: Case submitted to TAC. Response expected.

IN-PROGRESS: Case under investigation with TAC/R&D.
INFORMATION REQUESTED: TAC waiting for the Customer to provide requested
information. During this phase the resolution timer clock is stopped.
SOLUTION NOTIFIED: Case is identified as bug and the Customer is informed that
the problem will be fixed in a future release
RESTORED: Critical Case service restored.
SOLUTION PROVIDED: Customer informed of the resolution.
CLOSED: Solution implemented and accepted by the Customer
3.6.
ADVA Service Level Agreement (SLA)
3.6.1 Resolution Schedule

The following table shows the Resolution Schedule defined for this maintenance package.
Case Severity
Availability
Response
Restoration
Resolution
CRITICAL
24 x 7
< 1h
24h
N/A
MAJOR
24 x 7
4h
N/A
10BD
MINOR
24 x 7
24h
N/A
30BD
3.6.2 Fault Correction

ADVA shall provide assistance in investigating design defects, identifying corrections and
generating temporary and final solutions to any Technical Case reported by Customer.
Fault correction defines the process how these defects are progressed and resolved. Fault
correction will always be a result of a Case submitted by Customer which results in the
discovery of a design defect, with following deliverables:
Scheduling with R&D and delivery of bug-fixes
Once determined by TAC that the cause for the reported issue is a bug, TAC will drive the
resolution of the bug by ADVA engineering, retaining ownership of the Case and
communications to the Customer.
Activation
After discovery or suspicion of a design defect, the corresponding Case submitted to TAC
enters the fault correction process.
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Fault correction can only be activated after all reasonable efforts have been undertaken
by the Level 1 support organisation (Customer or ADVA personnel) to eliminate the
possibility that the fault discovered is due to an error in handling, configuration or
operation of the ADVA supplied Product(s) outside their written specification or to
circumstances beyond ADVAs control..
Fault Correction times
Where a defect is detected and a suitable temporary solution is in place, ADVA will
investigate the root cause of the reported incident. Thereafter, ADVA will schedule the
permanent fix of the reported incident within a new hardware or software release and
inform the Customer about the availability of such release.
Temporary solution
In all fault correction Cases, ADVA will engineer, in parallel, both a final solution and a
temporary fix to address the fault, wherever possible. The temporary solution is fully
documented in the Technical Case reports and is part of the solution notification.
De-activation
If at any time during the fault correction, the fault can be clearly attributed to an error in
handling, configuration not attributed to ADVA or operation of the product(s) outside
their written specification, or to circumstances beyond ADVAs control, such as a third
partys equipment or software, fault correction will be de-activated immediately. The
Case will be closed in the CTS, ADVA shall invoice all costs incurred to the Customer.
Closing
The Case will be closed when the fault has been rectified and when ADVA has provided a
final solution.
3.7.
Reports and Review Meetings
3.7.1 Monthly Reports

A Technical Case report will be sent by ADVA to a Customer-defined distribution list at
the end of each calendar month. The TCR will contain the following information about
Technical Cases history during given month:
Total number of open and closed Technical Cases compared to previous month
Number of Technical Cases raised broken down by the Customer contact
Number of open and closed Technical Cases of each severity level
Number of open and closed Technical Cases for each product
List of all Technical Cases processed that month, including reference, status, severity
level, details, opened date & time and closed date & time
The Technical Case report will be sent in electronic format suitable for printing.
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3.7.2 Review Meetings

Upon Customers request at the beginning of the contract period Customer and ADVA will
agree on a schedule of review meetings between Customers manager responsible for
maintenance and ADVAs regional representatives.
The typical agenda of a review meeting will include:
Review of open Technical Cases and definition of resulting action items
Customers feedback on ADVA service performance since the previous meeting and
possible improvements
Information about upcoming activities within Customers network which may affect
supported products
Verification and updates of ADVA access procedures
Verification and updates of Customer and ADVA contact details, in particular

escalation interfaces of both parties and Customers list of eligible callers
Adjustments of frequency and format of review meetings
The default format for the review meeting will be a conference call.
3.8.
Language
All communication shall be in English language.
Page 14 of 38

4.
ADVA Customer Portal Service

4.1.
General
ADVA Customer Portal is a web based service available via the internet, for Customers
with valid maintenance contracts to access information, download product information,
software, etc. as described below.
4.2.
Deliverables
ADVA Customer Portal provides the following information and functionalities
ADVA Case Tracking System (CTS)

o Submission of Technical Cases
o Submission of RMA Cases
o View status and history of Technical Cases and RMA Cases
Download Area
o Product documentation, manuals, specifications
o
Application notes, protocol and power balancing guides
ADVA FSP product software, upgrade instructions, compatibility

matrices and release notes
Knowledge Base searchable database with
o Technical Tips, known problems and solutions
Sales Order Area
o View status of Customers sales orders
o
4.3.
Availability and Access
Customer Portal is available 24 x 7 x 365 via Internet access.

Customer will be issued unique login IDs for each technical user. Further login IDs with
limited functionality may be made available to Customer for specific Customer personnel
(e.g. procurement to watch status of sales orders) upon ADVAs consent.
Customer login ID will be set to inactive, if not used for a period of more than 3
months. Login IDs may be reactivated upon specific request by Customer to the
Customer Portal administrator.
4.4.
Customer Responsibility
Customer login IDs are unique login IDs, which may not be shared with other
employees of Customers organization or any third party. The Customer will immediately
notify ADVA of any authorized portal users that have left their employ.
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5.
Customer Notification Service

5.1.
Introduction
Customer Notification Service (CNS) provides periodic updates on ADVA products. During
the contract set up phase the distribution list for these updates is agreed with the
Customer and recorded in the Service Procedure Manual (SPM).
5.2.
Product Notification Content
The Customer is notified via email about following topics:
Announcements of new product releases (incl. release documentation)

Technical tips workarounds, solutions, special handling instructions, update
procedures, etc.
Product Change Notes (PCN)
Product Retirement Notification (PRN)
End of Life Notifications (EOL)
Customer Service Bulletin (CSB)
Product notifications are distributed in English language.

5.3.
Distribution of Product Notifications
Product notifications are distributed via electronic mail, to addressees identified and
authorized by Customer. Customer is responsible for notifying ADVA of any changes to
the list.
Product notifications are available for download from ADVA Customer Portal.
For better identification of product notification ADVA provides a type key in the electronic
mail subject line. Message types are currently identified as follows:
Beta Test = BT
Technical Tip = TT
New Documentation = DOC
New Software = SW
New Hardware = HW
Page 16 of 38

6.
Software Release Service
The Software Release Service makes available software updates for the products covered
by the maintenance agreement as defined below.
6.1.
Deliverables
ADVA provides Customer the following types of software
Maintenance Releases which include defect fixes for all ADVA Product families
Minor Releases for all ADVA FSP product families
Major Releases for all ADVA FSP hardware products (WDM, Ethernet) = Network
Elements.
Major Releases for FSP Network Manager
The implementation of any software release into Customers network is not part of
the maintenance package. The Customer can purchase services from ADVA to
perform the implementation of software releases.
The Software Release Service includes full right to use of all provided Software releases,
covered by this maintenance agreement, with no additional fee but according to the
terms and conditions of the underlying Agreement.
The Customer has the full right to copy and distribute all releases of equipment software
and maintenance releases to end customers as necessary.
For all above stated software releases, ADVA provides release notes which include
detailed update instructions. The release notes are made available for download via
Customer Portal within ten (10) BD of the release date of the particular software.
ADVA provides a compatibility matrix, which illustrates the interworking of the various
Network Element and FSP Network Manager releases.
6.2.
Access
All software releases and related documentation delivered as part of this maintenance
agreement are made available for download through the Customer Portal.
6.3.
Customer Responsibilities
It is Customers responsibility to verify the compatibility of the new releases with those
currently deployed in its network prior to implementation.
6.4.
Release handling
The whole scope of support Services described in this Agreement are provided for all
contractual ADVA products with the most current Major Release, plus two previous Major
Releases (y-2).
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ADVA does not force upgrades of Customer networks, however, where a Customer does
not operate their network using current release or older releases up to and including the
y-2 release, ADVA will provide only commercially reasonable effort based support and no
bug fixes will be provided. In the event of a reported incident - ADVA may request that
the Customer upgrade to the latest supported release before trouble shooting continues.
6.5.
Exclusions
Software Release Service does not include:
Custom features
The Software Release Service makes available generic software releases. Any
Customer specific modification to a release are excluded from this service.
Migration planning and implementation of any software release to Customers

network.
Migration planning and software implementation service (remote or onsite) are
subject to additional agreements and pricing.
Hardware
Unless expressly set forth in any other agreement, no hardware, installation
materials or tools that are associated with software release updates shall be
provided by ADVA within the scope of this service.
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7.
Advance Replacement Services

7.1.
Deliverables
In the event a covered product fails, ADVA will provide Customer with appropriate
replacement spare of the same type and function or with a functional equivalent item upon
Customers request according to the below defined time. With the replacement spare ADVA
will provide a return packaging for easy return shipment of the defective product to ADVA
premises.
7.2.
Access and Reference
Customer will request an advance replacement spare by following the procedures as

specified in the Service Procedure Manual. With such request Customer will provide
7.3.
Contact details of the caller

Part number and serial number of the defective product
A ship to address for the advance replacement spare
Shipping Terms and Conditions for Advance Replacement
ADVA ships the replacement spare to the Customer and the Customer returns the
defective product using the ADVA return packaging. Unless stated otherwise in the
Agreement all shipping costs will be to ADVA account.
7.4.
Property
The defective item will become property of ADVA, the replacement item will become
property of Customer.
7.5.
Replacement
4 Hours to site (4H) Option

Customer requests the delivery of a replacement spare 24 x 7 x 365. The replacement
spare will be delivered within 4 hours from request to the requested site.
Advance replacement service delivery is dependent on known configurations in agreed to
geographic locations. Should the Customer move products from the one geographic location
to another, install a new network at a new location or modify an existing network Customer
must first notify ADVA in writing of the intended installation or movement. In the case of a
move to a location that is already under coverage via a valid maintenance agreement with
ADVA, ADVA will have ninety (90) days to stock parts. In the event of a move to a new
location ADVA will notify Customer within ten (10) Business Days if it can provide the
advance replacement service and how long it will take to put spare parts into the
appropriate depot. In the case that ADVA is not notified in advance, ADVA takes no
responsibility to supply parts with the stated time.
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In some situations the selected option may not be possible in the new geography. In such
situations, ADVA will endeavour to offer other feasible alternative options. If the new
location is in an area that ADVA does not currently provide coverage, ADVA will perform a
study to determine the feasibility and price impact to provide the service.
7.6.
No Fault Found (NFF)
If ADVA is unable to identify any defect of the returned product (No-Fault-Found) and the
product is performing within its specifications, ADVA reserves the right to charge the
Customer a No-Fault-Found (NFF) fee.
7.7.
7.8.
Provide site addresses including contact details
Request RMA for each defective product by submitting RMA Case per the process
as specified in the Service Procedure Manual.
Provide initial network inventory to be covered by site, and document changes
It is the Customers responsibility to perform the proper troubleshooting,

possibly with ADVA TAC support, to determine the cause of the defective
product. It is ADVAs sole responsibility under this Agreement to supply
replacement of the defective product. ADVA is not responsible to replace
products in multiple sites, only in the site that is determined to have the
defective product.
Reports
ADVA will provide Customer with a monthly RMA report, upon Customers request.
Additional report requests may be available, however the specifics will need to be
reviewed to determine if additional fees may apply.
Upon ADVAs request Customer shall provide a full inventory report of all products
covered under this maintenance agreement. The procedure to obtain such report and its
format shall be agreed in the Service Procedure Manual.
7.9.
Exclusions
The hardware covered is exclusive of passive components such as filler cards, cables,
fiber jumpers and attenuators.
The following modules of the ADVA OSA product family are excluded from Advance
Replacement Services:
Cesium tubes
GPS and GPS-I module
ESM (Embedded System Manager)
Page 20 of 38

Products, from which the serial numbers have been removed, or conditions of products
resulting from improper use, accidents, external causes, including installation, relocation of
products, service or modifications not performed by ADVA or its service providers, or
operation outside the environmental parameters specified for the product, are excluded
from maintenance, unless Customer shows that the defect was not caused by such
circumstances. ADVA will charge in such cases the agreed sales price of a new item.
Where a product has reached Manufacturing Discontinuance or End of Life status, ADVA
may at its sole option offer support on a commercially reasonable effort basis.
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8.
First Line Maintenance

8.1.
Deliverables
If a Technical Case requires on-site support ADVA will dispatch a technician to Customer
premises in order to solve the issue on-site, e.g. swap defective product.
8.2.
Access and Reference
Customer will request dispatch of a technician by following the procedure as specified in

the Service Procedure Manual. With such request Customer will provide:
8.3.
Contact details of the caller

Site address to perform the service
Charges
If ADVA personnel arrive on-site and the site does not meet ADVAs service environment
requirements as stated below, or an unsafe environment or condition exists, or a nonproductive waiting condition in excess of thirty (30) minutes occurs, ADVA reserves the
right to decline support and charge Customer for time and expenses incurred.
8.4.
On-site Dispatch
4 Hours to site (4H) Option

Customer requests the dispatch of technician 24 x 7 x 365. ADVA technician will arrive
on-site within 4 hours from the determination that an on-site visit is required.
First Line Maintenance service delivery is dependent on known configurations in agreed to
geographic locations. Should the Customer move equipment from the one geographic
location to another, install a new network at a new location or modify an existing network
Customer must first notify ADVA in writing of the intended installation or movement. In the
event of a move to a new location ADVA will notify Customer within ten (10) Business Days
if it can provide the first line maintenance service and how long it will take to ramp-up the
service. In the case that ADVA is not notified in advance, ADVA takes no responsibility to
dispatch technicians with the stated time.
In some situations the selected option may not be possible in the new geography. In such
situations, ADVA will endeavour to offer other feasible alternative options. If the new
location is in an area that ADVA does not currently provide coverage, ADVA will perform a
study to determine the feasibility and price impact to provide service.
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8.5.
Customer will provide ADVA at no charge with:
An appropriate work environment consistent with applicable governmental

occupational safety & health standards or equivalent local standards;
Reasonable access to site and the hardware;
Any special access requirements need to be provided to ADVA as part of the service
readiness check. And further, Customer must notify ADVA of any changes when they
go into effect.
Working space and facilities including heat, light, ventilation, electric current and
outlets; and
Local telephone extension (or toll free domestic and international access to ADVA)
for the use of personnel in the hardware area.
It is the Customers responsibility to perform the proper troubleshooting, possibly

with ADVA TAC support, to determine the defective product. It is ADVAs sole
responsibility under this Agreement to dispatch a technician to replace a defective
product. ADVA is not responsible to dispatch technicians to multiple sites, only in the
site that is determined to have the defective product.
Page 23 of 38

9.
General Exclusions
ADVA maintenance packages only cover products manufactured by ADVA.

Defects and other problems caused by
force majeure,
negligence,
misuse or intentional damage,
usage outside of technical specifications,
interworking with broken third party or wrongly configured network elements,
product handling or moves by any unauthorized (non-ACE certified) individual
are excluded from ADVA maintenance coverage.

Should any of the preceding incidents occur, the Customer will provide a purchase order to
replace such damaged product.
Page 24 of 38

Library of Congress Asset Register
Part Number
63708904
63708904
63708904
63708904
63708904
63708904
63708904
63708904
63708904
63708904
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
1063701000-01
ModuleType
2PM/MM
2PM/MM
2PM/MM
2PM/MM
2PM/MM
2PM/MM
2PM/MM
2PM/MM
2PM/MM
2PM/MM
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
2WCC-PCN-10G
Serial Number
FA70132103327
FA70132103325
FA70142401337
FA70142401682
FA70142401681
FA70131201730
FA70132103326
FA70142401683
FA70142401338
FA70141004243
FA71113802345
FA72123706836
FA72123707481
FA72123707475
FA71113802307
FA71113802339
FA71123700204
FA71123700200
FA71123700205
FA71123700208
FA71123700203
FA71123700223
FA71123700228
FA71123700166
FA71123700227
FA71123700209
FA71123700224
FA71113802306
FA71113802350
FA71113802347
FA72123500956
FA72123704672
FA72123704479
FA72123704764
FA72123500957
FA72123704379
FA72123200944
Page 25 of 38

Part Number
1063701000-01
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
1063708882
63705400
63705400
63705400
ModuleType
2WCC-PCN-10G
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4-OPCM
4TCA-PCN-4GU+4G (F4250)
Serial Number
FA72123501108
FA70114100708
FA70101402555
FA70100706965
FA70114002557
FA70122405219
FA70122405220
FA70114100710
FA70114100704
FA70114100714
FA70114100705
FA70122807020
FA70123707365
FA70123900088
FA70123900079
FA70123304273
FA70123900078
FA70123707364
FA70143800100
FA70143800095
FA70114002553
FA70114100707
FA70114100709
FA70114100712
FA70114100713
FA70101402541
FA70101402554
FA70122305984
FA70122305982
FA70122305981
FA70101402540
FA70123900087
FA70143800094
FA70143800099
FA70114204742
FA70114204741
FA70114204734
Page 26 of 38

Part Number
63705400
63705400
63705400
63705400
63705400
63705400
63705400
63705400
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063707620-01
1063709052
1063709052
1063709052
1063709052
1063709052
1063709052
1063709052
1063709052
1063709050-03
ModuleType
5TCE-PCTN-10GU+10G-V#DC (OTU2P)
EDFA-C-D20-VLGC-DM
EDFA-C-D20-VLGC-DM
EDFA-C-D20-VLGC-DM
EDFA-C-D20-VLGC-DM
EDFA-C-D20-VLGC-DM
EDFA-C-D20-VLGC-DM
EDFA-C-D20-VLGC-DM
EDFA-C-D20-VLGC-DM
EDFA-C-S20-GCB-DM
Serial Number
FA70114204739
FA70114204738
FA70114204740
FA70114204737
FA70114204731
FA70114204733
FA70114204732
FA70114204724
FA70124203811
FA70132502641
FA70143709830
FA70143200239
FA70143200224
FA70143200237
FA70143200229
FA70143503149
FA70143709836
FA70143502836
FA70132502642
FA70124203812
FA70143709838
FA70143503164
FA70143709847
FA70143709852
FA70143200234
FA70143709833
FA70143709860
FA70143503154
FA73123400023
FA73123400108
FA73123500035
FA73123400022
FA73123500052
FA73123500009
FA73123400024
FA73123500036
FA70123902437
Page 27 of 38

Part Number
1063709050-03
1063709050-03
0042700001-04
42700001
42700001
42700001
0042700001-04
0042700001-04
42700001
42700001
0042700001-04
0042700001-04
1063708412
1063708412
1063708412
1063708412
1063708463-03
1063708463-03
1063708463-03
1063708463-03
1063708463-03
1063708481
1063708481
1063708481
1063708481
1063708481
1063708481
40700002
40700002
1040700004
1040700004
1040700004
1040700004
1040700004
1040700004
1040700004
1040700004
ModuleType
EDFA-C-S20-GCB-DM
EDFA-C-S20-GCB-DM
FAN/Plug-In
FAN/Plug-In
FAN/Plug-In
FAN/Plug-In
FAN/Plug-In
FAN/Plug-In
FAN/Plug-In
FAN/Plug-In
FAN/Plug-In
FAN/Plug-In
NCU-II
NCU-II
NCU-II
NCU-II
OSCM-PN
OSCM-PN
OSCM-PN
OSCM-PN
OSCM-PN
OSFM+#1510
OSFM+#1510
OSFM+#1510
OSFM+#1510
OSFM+#1510
OSFM+#1510
PSU/7HU-AC
PSU/7HU-AC
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
Serial Number
FA70123902435
FA70123903593
FA71122507246
FA70114102055
FA70113905352
FA70124204168
FA71122507217
FA71142802039
FA70114102054
FA70113200256
FA71122507207
FA71142802043
FA71123100944
FA71114100024
FA71114100072
FA71114100013
FA78121100002
FA78120400001
FA78123000061
FA78123000062
FA78121400011
FA70123801338
FA70123801340
FA70123801339
FA70123801341
FA70123801336
FA70123801337
FA70113903917
FA70113903918
FA70123600217
FA70123600218
FA70123600210
FA70123600209
FA70124206589
FA70124206588
FA70124204920
FA70124204921
Page 28 of 38

Part Number
1063709050-03
1063709050-03
0042700001-04
1040700004
1040700004
1040700004
1040700004
1040700004
1040700004
1040700004
1040700004
1040700004
1040700004
1063709060-04
1063709060
0063708420-03
63708420
63708420
63708420
0063708420-03
0063708420-03
63708420
63708420
0063708420-03
0063708420-03
1061701855-02
1061701855-02
1061701855-02
1061701855-02
1061701855-02
1061701855-02
1061701855-02
1061701855-02
1061701855-02
1061701855-02
1061701855-02
1061701855-02
ModuleType
EDFA-C-S20-GCB-DM
EDFA-C-S20-GCB-DM
FAN/Plug-In
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
PSU/7HU-AC-HP
RAMAN-C10
RAMAN-C10
SCU
SCU
SCU
SCU
SCU
SCU
SCU
SCU
SCU
SCU
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
Serial Number
FA70123902435
FA70123903593
FA71122507246
FA70123805356
FA70123805355
FA70143001894
FA70143001895
FA70123805353
FA70123805354
FA70124204916
FA70124204915
FA70143001896
FA70143001897
FA73120500075
FA70102802713
FA71123207357
FA70113801498
FA70113801474
FA70124206824
FA71123604405
FA71143203661
FA70113801495
FA70113100477
FA71123604281
FA71143203764
FA94143902598
FA94143902609
FA94143902608
FA94143902612
FA94143902605
FA94143902603
FA94143902604
FA94143902607
FA94143902601
FA94143902613
FA94143902611
FA94143902606
Page 29 of 38

Part Number
1061701855-02
1061701855-02
1061701855-02
1061701855-02
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705844-03
0061705805-02
0061705805-02
0061705805-02
ModuleType
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/10G/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G1/850I/MM/LC
SFP/2G5U/1310S/SM/LC
Serial Number
FA94143902610
FA94143902599
FA94143902600
FA94143902615
FA70123502550
FA70123707840
FA70123707844
FA70123502549
FA80131201049
FA80131201232
FA80131201220
FA80131201240
FA70123707839
FA70123707841
FA94143703438
FA94143901416
FA70123801819
FA70123801827
FA70123801828
FA70123801826
FA70123801777
FA70123502541
FA70123502540
FA70123502546
FA70123502537
FA80131201184
FA80131201226
FA80131201194
FA80131201217
FA70123801775
FA94143902573
FA94143902569
FA94143902574
FA94143901414
FA70113601567
FA70113601563
FA70113601569
Page 30 of 38

Part Number
0061705805-02
0061705805-02
0061705805-02
0061705805-02
0061705805-02
0061705805-02
0061705805-02
0061705805-02
0061705805-02
0061705805-02
0061705805-02
0061705805-02
61703825
61703825
61703825
61703825
61703825
61703825
61703825
61703825
61702403
61702403
61702403
61702403
61702404
61702404
61702404
61702404
61702465
61702465
61702465
61702465
61702405
61702405
61702405
61702405
61702406
ModuleType
SFP/4GU/850I/MM/LC
SFP/4GU/850I/MM/LC
SFP/4GU/850I/MM/LC
SFP/4GU/850I/MM/LC
SFP/4GU/850I/MM/LC
SFP/4GU/850I/MM/LC
SFP/4GU/850I/MM/LC
SFP/4GU/850I/MM/LC
SFP/4GU/D1531.12V/SM/LC#D03
SFP/4GU/D1532.68V/SM/LC#DC1
Serial Number
FA70113204358
FA70113204357
FA70113204361
FA70113204366
FA70113601568
FA70113500267
FA70113204367
FA70113500263
FA70113204447
FA70113204365
FA70113204362
FA70113500258
FA70124207593
FA70124207597
FA70124207591
FA70124207596
FA70132700777
FA70132802514
FA70132802516
FA70132802515
FA70114202327
FA70114206860
FA70114206859
FA70114206856
FA70113904917
FA70113904923
FA70113904924
FA70113904918
FA70114100821
FA70114100822
FA70114100823
FA70114100820
FA70113807197
FA70114100812
FA70114100811
FA70113807196
FA70114100814
Page 31 of 38

Part Number
61702406
61702408
61702408
61702408
61702408
1061706193
1061706193
1061706193
1061706193
1061706193
1061706193
1061706083
1061706083
1061705850-01
1061705850-01
1061705850-01
1061705850-01
1061705850-01
1061705850-01
1061705850-01
1061705850-01
78700101
78700101
78700101
78700101
78700101
78700101
78700101
78700101
78700101
78700101
0061701811-03
61701811
0061701811-03
0061701811-03
61701811
0061701811-03
ModuleType
SFP/FE/C1510V/SM/LC
SFP/FE/C1510V/SM/LC
SFP/FE/C1510V/SM/LC
SFP/FE/C1510V/SM/LC
SFP/FE/C1510V/SM/LC
SFP/FE/C1510V/SM/LC
SFP/FE/D1528.77E/SM/LC
SFP/FE/D1528.77E/SM/LC
SFP/GBE/1310S/SM/LC
SFP/GBE/1310S/SM/LC
SFP/GBE/1310S/SM/LC
SFP/GBE/1310S/SM/LC
SFP/GBE/1310S/SM/LC
SFP/GBE/1310S/SM/LC
SFP/GBE/1310S/SM/LC
SFP/GBE/1310S/SM/LC
SH7HU
SH7HU
SH7HU
SH7HU
SH7HU
SH7HU
SH7HU
SH7HU
SH7HU
SH7HU
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
Serial Number
FA70114100815
FA70113800018
FA70114100819
FA70114100817
FA70114100818
FA70123102990
FA70123102952
FA70123102996
FA70123102997
FA70123102999
FA70123102998
FA70123700549
FA70123101628
FA70124304056
FA70124304057
FA70123800116
FA70124304055
FA70123800112
FA70123800114
FA70123800113
FA70123803142
FA71122401845
FA70113806537
FA70113904295
FA71122901641
FA71122504257
FA71141704670
FA70113806536
FA70113204727
FA71122401753
FA71141704643
FA70114105769
FA70120600846
FA70122402891
FA70122402892
FA70122902209
FA70114101864
Page 32 of 38

Part Number
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
0061701811-03
1061701409-04
1061701409-04
1061701409-04
1061701409-04
1061701411
1061701411-04
1061701411-04
1061701411-04
1061701467-04
1061701467-04
1061701414-04
1061701414-04
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
ModuleType
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/1310S/SM/LC
XFP/11G/D1537.40V/SM/LC#D09
XFP/11G/D1540.56V/SM/LC#DC3
XFP/11G/D1540.56V/SM/LC#DC3
XFP/11G/DCTLNR/SM/LC
Serial Number
FA70124204302
FA70124204301
FA70124204360
FA70124204361
FA70124204358
FA70124204359
FA70114101860
FA70114101859
FA70114101863
FA70114101862
FA70123704431
FA70123704426
FA70123704430
FA70123704427
FA70114101879
FA70114101882
FA70114101881
FA70114101880
FA70112105522
FA70114101885
FA70114101884
FA70114101886
FA70114101888
FA70114101887
FA70114101890
FA70114101889
FA70123707854
FA70123707852
FA70124004689
FA70124004692
FA70124004693
FA70124004690
FA70123707857
FA70123707850
FA70123707853
FA70123707855
FA70123707856
Page 33 of 38

Part Number
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701299-01
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061701833-02
1061702201
1061702201
1061702201
1061702201
1061702202
1061702202
1061702203
1061702203
1061702204
1061702204
1061702205
1061702205
ModuleType
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/1310S/SM/LC
XFP/8G/D1530.33L/SM/LC#D02
XFP/8G/D1532.68L/SM/LC#DC1
XFP/8G/D1532.68L/SM/LC#DC1
Serial Number
FA70123707858
FA70123707864
FA70123707861
FA70123803147
FA70123707863
FA70123707865
FA70123707862
FA70123707866
FA70123707868
FA70123800091
FA70123800089
FA70123800087
FA70123800088
FA70123800080
FA70123806051
FA70123806056
FA70123806054
FA70123806049
FA70123806052
FA70123806055
FA70123806050
FA70123700394
FA70123700396
FA70123700400
FA70123700395
FA70124801844
FA70125106809
FA70124801841
FA70124801843
FA70123800092
FA70123800094
FA70123605091
FA70124200180
FA70123800101
FA70123606375
FA70124102049
FA70124201839
Page 34 of 38

Part Number
1061702217
1061702217
1061702217
1061702217
1061702227
1061702227
1061702227
1061702227
1061702239
1061702239
1061702239
1061702239
ModuleType
Serial Number
FA70125106747
FA70125106745
FA70125106746
FA70125106744
FA70125106749
FA70125106751
FA70125106750
FA70125106748
FA70123800106
FA70123800109
FA70123800108
FA70123800107
Page 35 of 38

Page 36 of 38

Product Line
Serial Number
Part Number
Part Description
FSP 3000R7
FA71150602308
0042700001-04 F7/FAN/PLUG-IN
FSP 3000R7
FA70151403741
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA71150402030
0078700101
F7/SH7HU
FSP 3000R7
FA71150402031
0078700101
F7/SH7HU
FSP 3000R7
FA71150602249
0042700001-04 F7/FAN/PLUG-IN
FSP 3000R7
FA70144902977
1040700004
F7/PSU/7HU-AC-HP
FSP 3000R7
FA70150702535
1040700004
F7/PSU/7HU-AC-HP
FSP 3000R7
FA70150702537
1040700004
F7/PSU/7HU-AC-HP
FSP 3000R7
FA70150702586
1040700004
F7/PSU/7HU-AC-HP
FSP 3000R7
FA71151501006
0063708420-03 F7/SCU
FSP 3000R7
FA71151501009
0063708420-03 F7/SCU
Pluggable Optics
FA94151603787
0061705844-03 SFP/2G1/850I/MM/LC
Pluggable Optics
FA94151603789
0061705844-03 SFP/2G1/850I/MM/LC
Pluggable Optics
FA94151603790
0061705844-03 SFP/2G1/850I/MM/LC
Pluggable Optics
FA94151603791
0061705844-03 SFP/2G1/850I/MM/LC
Pluggable Optics
FA94151811062
0061705844-03 SFP/2G1/850I/MM/LC
Pluggable Optics
FA94151811063
0061705844-03 SFP/2G1/850I/MM/LC
Pluggable Optics
FA94151811064
0061705844-03 SFP/2G1/850I/MM/LC
Pluggable Optics
FA94151811065
0061705844-03 SFP/2G1/850I/MM/LC
FSP 3000R7
FA70151401076
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151401077
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151401078
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151401079
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151403739
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151403740
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151403742
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151403743
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151403744
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151403745
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
FSP 3000R7
FA70151403746
1063707620-01 F7/5TCE-PCTN-10GU+10G-V#DC
Pluggable Optics
FA94151804917
1061701855-02 SFP+/10G/850I/MM/LC
Pluggable Optics
FA94151804918
1061701855-02 SFP+/10G/850I/MM/LC
Pluggable Optics
FA94151804919
1061701855-02 SFP+/10G/850I/MM/LC
Pluggable Optics
FA94151804920
1061701855-02 SFP+/10G/850I/MM/LC
Page 37 of 38

Product Line
Serial Number
Part Number
Part Description
Pluggable Optics
FA94151804921
1061701855-02 SFP+/10G/850I/MM/LC
Pluggable Optics
FA94151804922
1061701855-02 SFP+/10G/850I/MM/LC
Pluggable Optics
FA94151804923
1061701855-02 SFP+/10G/850I/MM/LC
Pluggable Optics
FA94151804924
1061701855-02 SFP+/10G/850I/MM/LC
Pluggable Optics
FA70151902584
1061701857-01 SFP+/8GU/850I/MM/LC
Pluggable Optics
FA70151902585
1061701857-01 SFP+/8GU/850I/MM/LC
Pluggable Optics
FA70151902586
1061701857-01 SFP+/8GU/850I/MM/LC
Pluggable Optics
FA70151902587
1061701857-01 SFP+/8GU/850I/MM/LC
Pluggable Optics
FA70151902588
1061701857-01 SFP+/8GU/850I/MM/LC
Pluggable Optics
FA70151902589
1061701857-01 SFP+/8GU/850I/MM/LC
Pluggable Optics
FA70151902590
1061701857-01 SFP+/8GU/850I/MM/LC
Pluggable Optics
FA70151902591
1061701857-01 SFP+/8GU/850I/MM/LC
FSP 3000R7
FA70144300251
0063708904
F7/2PM/MM
FSP 3000R7
FA70144300252
0063708904
F7/2PM/MM
FSP 3000R7
FA70144300836
0063708904
F7/2PM/MM
FSP 3000R7
FA70144300849
0063708904
F7/2PM/MM
FSP 3000R7
FA70151900275
1063708882
F7/4-OPCM
FSP 3000R7
FA70151900276
1063708882
F7/4-OPCM
FSP 3000R7
FA70151900277
1063708882
F7/4-OPCM
FSP 3000R7
FA70151900278
1063708882
F7/4-OPCM
FSP 3000RE_RR
MVNWSR10441905
150-1165-01-01 SIM MTHBD, DATA MUX, 2 PORT
FSP 3000RE_RR
MVNWSR10442079
150-1165-01-01 SIM MTHBD, DATA MUX, 2 PORT
Page 38 of 38

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TECQ OID-118499 Quote Technica - LOC R7 Platinum Renewal 01dec2015 - 30nov2016...

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ADVA Maintenance Platinum - Americas

Maintenance Package Description

Maintenance Package Description

Remote Technical Support ........................................................................ 9

Levels of Support ............................................................................. 9

ADVA Case Tracking System (CTS) ....................................................11

ADVA Service Level Agreement (SLA) ................................................12

Resolution Schedule .................................................................12

Fault Correction .......................................................................12

Reports and Review Meetings ...........................................................13

Monthly Reports ......................................................................13

Review Meetings ......................................................................14

ADVA Customer Portal Service .................................................................15

Availability and Access .....................................................................15

Customer Responsibility ...................................................................15

Customer Notification Service ...................................................................16

Product Notification Content .............................................................16

Distribution of Product Notifications ...................................................16

Software Release Service .........................................................................17

Customer Responsibilities .................................................................17

Release handling .............................................................................17

Advance Replacement Services.................................................................19

Access and Reference ......................................................................19

Shipping Terms and Conditions for Advance Replacement ....................19

ADVA Optical Networking, Version 0.5 November 2014

Maintenance Package Description

No Fault Found (NFF).......................................................................20

Customer Responsibilities .................................................................20

First Line Maintenance .............................................................................22

Access and Reference ......................................................................22

On-site Dispatch .............................................................................22

Customer Responsibilities .................................................................23

General Exclusions ..................................................................................24

ADVA Optical Networking, Version 0.5 November 2014

Maintenance Package Description

Daylight Saving Time,

Technical Case is any support request reported by Customer and documented in

ADVA Optical Networking, Version 0.5 November 2014

Maintenance Package Description

ADVA Optical Networking, Version 0.5 November 2014

Maintenance Package Description

ADVA Optical Networking, Version 0.5 November 2014

Maintenance Package Description

Minor Releases for all

ADVA Optical Networking, Version 0.5 November 2014

Maintenance Package Description

Remote Technical Support

Gather information about the incident,

Document the incident, including the severity level,

Create a trouble ticket via Customer Portal,

Escalate to Level 2 support and provide further information to Level 2 upon

Implement measures/solutions as advised by Level 2 support.

Level 2 support shall mean the following functions and deliverables:

Troubleshooting and isolating the problem, using available tools and

Making tools and documentation available to Customer/on-site technician,

Dispatch and subsequently guide on-site technician,

Trigger dispatch of a replacement hardware component from the spares

Resolving most of the configuration type issues,