Support & Maintenance

Support and maintenance services are designed to keep networks operational while minimizing downtime in the event of an outage. BigBand Networks' flexible and comprehensive support offerings ensure networks are functional, running smoothly and delivering maximum value. BigBand Networks offers a range of support and maintenance services.

Technical Assistance Center
BigBand Network's TAC (technical assistance center) provides around-the-clock service and support to ensure networks are running optimally. The center offers:

• Unlimited, live telephone support with a subject matter expert
• Dedicated team of technical support and field engineers with a broad range of technology expertise and multi-lingual capabilities
• Global support labs providing network replication and prompt isolation of issues
• Remote diagnostics for seamless resolution of network issues

TAC is a critical part of BigBand Networks' services strategy, providing worldwide 24x7 support that enables operators to quickly and efficiently maintain operational networks, increase revenue and develop a solid subscriber base.

Software Upgrades on Related Products
Software releases are available for product improvements or system-wide network enhancements. BigBand Networks is committed to delivering timely, feature-rich software releases that integrate a suite of robust features, enabling new revenue streams and improved network performance.

Advanced Hardware Replacement Program
To protect the operational life of a network, BigBand Networks offers advanced hardware replacement of faulty equipment. Depot centers are strategically located to ensure that hardware is processed within 24 hours of a replacement request.

On-Site Technical Assistance
BigBand Networks recognizes that complex or intermittent network issues may be difficult to diagnose over the phone. For these challenging issues, BigBand Networks will dispatch a dedicated field engineer on-site within 48 hours of determining that an on-site visit is needed to troubleshoot, diagnose and resolve the problem.

Self-Service Website
A wealth of on-line technical information is provided through BigBand Networks' self-service website. A secure and intuitive interface provides access to a robust set of tools and information including product documentation, technical bulletins, a comprehensive knowledge base and the ability to open a service request, around the clock. Collectively, these tools promote self-sufficiency and improved productivity.