Support Services

If you experience an incident with an Infinera network, you're immediately sent to a senior engineer. This senior engineer will oversee your case until it's resolved and has the resources and authority to make sure it's resolved quickly, providing all the support you'd expect from a carrier-class vendor. Infinera can also provide expert hands-on help through our optional on-site service contract, so your team can focus on other issues.

Infinera Technical Assistance Center (TAC) offers

Comprehensive Case Management
Every incident case is assigned to a highly trained senior Infinera TAC engineer who is responsible for monitoring the case from start to finish. This ownership, coupled with well-defined escalation resources, and automated email notification of relevant technical and management staff, guarantees fail-proof handling of incident cases. You are also empowered to proactively manage your own incident cases. Simply log onto the Infinera Customer Web Portal to directly create, view, modify, and even escalate incident cases.

Rapid Simulation and Diagnostics
Infinera maintains a network simulation lab that supports live incident duplication and configuration troubleshooting. Through secure VPN access, Infinera can capture data directly from your network for diagnostic or monitoring purposes; you can also upload logs and other data files using our FTP server. You can just as quickly download a multitude of resources, including software tools, procedures, field service bulletins, and other technical alerts.

Full Back-office Data Support
Timely access to accurate information about our customers, their networks, and our products plays a critical role in providing the highest degree of quality and speed in support services. Infinera TAC maintains a full suite of information critical to rapid troubleshooting and service response, including accurate records of customer network inventory, network topology, and installed product revisions.

Instant Online Access
All Infinera customers have access to our secure web portal and FTP server, enabling you to download software and technical documentation, upload system logs and other files to simplify troubleshooting, or even create and manage incident reports. You'll also find the latest information on Infinera products, training courses, and license expiration dates.

Infinera On-site Technical Support (OTS) offers

Technical Field Support and Resident Engineer Services
Working under annual contracts, Infinera OTS provides hands-on technical support services, including troubleshooting and incident rectification, escalation management, and network capacity planning. We can also handle ongoing management of your Infinera Digital Optical Network system, from documentation to inventory control.

Preventive Maintenance
Providing for early detection of incidents and prevention of network element degradation, Infinera OTS preventive services include inspection and maintenance of all equipment, including alarms, filters, power supplies, cooling fans, cables, connectors, cards, and auxiliary equipment. We'll also create stock-taking lists for comparison against spares inventory lists.

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Infinera Digital Optical Networks and Infinera DTN are trademarks, and IQ is a registered trademark of Infinera Corporation. Other trade names mentioned on this website belong to their respective owners. Infinera warranties and support services are subject to change without notice.

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