Technical Services and Support
ORiNOCO
®
802.11n & 802.11ac Access Points - Hardware Installation Guide 54
Additional Information on ServPak Options
Advanced Replacement of Hardware
In the event of a hardware failure, our guaranteed turnaround time for return to factory repair is 30 days or less. Customers
who purchase this service are guaranteed replacement of refurbished or new hardware to be shipped out within one or two
business days, as applicable. Options are available for shipment services depending on the customer’s support needs.
Hardware is shipped on business days, Monday – Friday excluding Holidays, 8:00 AM – 3:30 PM Eastern Time.
Comprehensive Advanced Replacement of Hardware
In addition to ServPak Prime options, in the event of a hardware failure, Proxim will repair or replace the failed product for any
reason, other than vandalism.
7x24x365 Availability
Unlimited, direct access to technical support engineers 24 hours a day, 7 days a week, 365 days a year including Holidays.
8x5 Availability
Unlimited, direct access to world-class technical support engineers 8 hours a day, 5 days a week, Monday through Friday from
8:00AM - 5:00PM Pacific Standard Time.
Basic Technical Support
Customers who purchase this service can be rest assured that their call will be answered by Proxim’s Tier 1 technical support
and a case opened immediately to document the problem and provide initial troubleshooting to identify the solution and
resolve the incident in a timely manner.
Advanced Technical Support
In addition to Proxim’s world-class Tier 1 technical support, customers will be able to have their more complex issues escalated
to our world-class Tier 3 technical support engineers. Our Tier 3 engineers will review specific configurations to troubleshoot
intricate issues and will also provide helpful insights regarding Proxim’s products and various tips from decades of collective
experience in the wireless industry.
Software Maintenance
It's important to maintain and enhance security and performance of wireless equipment and Proxim makes this easy by
providing a Software Maintenance program that enables customers to access new feature and functionality rich software
upgrades and updates. Customers will also have full access to Proxim's vast Knowledgebase of technical bulletins, white
papers and troubleshooting documents.
Post-Installation Optimization
You can consult with our technical support engineers to enhance performance and efficiency of your network.
Post-installation optimization services include:
• Review frequencies to select best possible channel
• Review Modulation, Channel Bandwidth, MIMO, and WORP settings to optimize throughput and link quality
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