Warranty and Maintenance

Infinera Warranties

Protecting your networking investments
All Infinera Digital Optical Network® hardware is backed by a two-year warranty, which includes prompt replacement and repairs of any defective hardware. We conduct a comprehensive failure analysis on returned modules, providing a detailed report pinpointing what went wrong and why. Infinera software comes with standard warranties of 90 days, entitling you to all relevant maintenance releases. Plus we offer a variety of additional levels of coverage, such as next-day hardware replacements, software upgrades, and warranty extensions.

Offering Logistical and Technical Expertise
Our warranties also include 24/7 remote access to the Infinera Technical Assistance Center (TAC). If you experience an incident with your network, you're immediately connected to a senior engineer. The senior engineer will oversee your case until it's resolved-and has the resources and authority to make sure it's resolved quickly. We can even recreate incidents in our TAC simulation lab. We provide comprehensive online tracking of all incidents, from network problems to documentation issues. Local assistance at your facility is also available via the Infinera On-site Technical Support services.

Infinera Two-year Hardware Warranty

Returns and Replacement
We replace any module that is defective on arrival with next-business-day shipping. Failed modules are repaired or replaced in a targeted period of 30 days from receipt. Customers will also receive a detailed failure analysis report. The Infinera Hardware Warranty is offered for an initial period of two years, and service coverage may be extended in yearly increments.

Infinera Field Maintenance Services

Spares Management Services
Our Spares Management services are designed to provide dependable and rapid spares dispatch while at the same time minimizing the burden and cost of managing and owning spares. The Infinera Spares Maintenance Services provide, in the event of a hardware failure, an advanced delivery of a replacement module. 4 Hour Arrival and Next Business Day Arrival service levels are available.

First Line Maintenance (FLM) Services
Our FLM Services provides rapid dispatch and timely arrival of an on-site Technical Support Engineer to remove a defective module and install its replacement or to facilitate fault isolation that cannot be performed remotely. Our FLM services include 24x7x365 access to the Infinera Technical Assistance Center (TAC) for incident troubleshooting and FLM Engineer dispatch. 4 Hour Arrival and Next Business Day Arrival service levels are available.

Dedicated Engineer Services

Infinera On-site Engineer Services
Sometimes, problems just can't be worked out over the phone or Internet. Infinera can dispatch field service engineers for hands-on troubleshooting, as well as to provide comprehensive ongoing program management and preventative maintenance services.

Dedicated Remote Engineer Services
This service provides the consistency of a single, designated technical support engineer assigned to address all maintenance, support, and network expansion activities related to your network. Your dedicated support engineer maintains intimate knowledge of your network and business, and serves as your primary contact and coordinator for resolution plans, reports, and activities.

Dedicated Network Operations Engineer Services
Our highly qualified Technical Support Engineer is assigned to your Network Operating Center, for the dedicated purpose of assisting network operators in troubleshooting, operation and optimization of Infinera products.

Infinera Software Warranties

Infinera IQ® Network Operating System (NOS)
The Infinera IQ NOS is backed by a 90-day warranty, which includes 24/7 Infinera TAC support and software subscription privileges to maintenance releases.

Infinera Network Management Suite
Infinera Graphical Node Manager (GNM) and Infinera Digital Network Administrator (DNA) software are covered under a 90-day warranty, providing Infinera TAC support and software subscription privileges.

All Infinera Software Warranties are renewable on a yearly basis.

Additional Software Support

Infinera Software Subscription Service
This option provides software subscription privileges to all enhancements and supported feature packs of IQ NOS and DNA Element Management System (EMS) released during the subscription period. The subscription also includes the Infinera software warranty services with TAC support.

Software Upgrade License
Offered as an alternative to software subscription options, this upgrade provides a one-time upgrade of your Infinera IQ NOS or Infinera Management Suite to a new feature release. Newly upgraded software is protected by our standard software warranty.

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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.

© 2010 Infinera Corporation.