3WAN is an authorized Viavi Solutions dealer and an authorized Gigamon reseller.

Maintenance

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Software Products Maintenance Contracts

Attention Observer and Link Analyst maintenance customers: Do not download until you have received your new license codes which will be sent to all maintenance customers.

Current Observer and Link Analyst maintenance customers: Observer 13.0 and Link Analyst 5.0 have arrived. Customers within the US and Canada: Viavi Solutions will ship Upgrade Kits automatically within 90 days of release. Customers outside the US and Canada: Version upgrades will be sent by your reseller. Please contact your individual reseller directly with questions. Questions? Please e-mail our Maintenance Department About Maintenance Viavi Solutions provides free technical support on all new product purchases for 60 days, beginning the business day after date of purchase. We recommend customers purchase a one-year, renewable software maintenance agreement at time of purchase. Benefits A yearly maintenance agreement features:
  • Unlimited priority technical support for one year. 97% of calls to the Viavi Solutions technical support department during support hours are answered by a support specialist; 96.5% of e-mails and faxes received during support hours are answered within 90 minutes.
  • Major upgrades are available, at no additional charge, of any new release of the purchased program issued during the maintenance period.
  • Maintenance update CDs containing the latest version of the Viavi Solutions product.
  • Cross-platform upgrade discount at any time to a higher level product (within the same family). Customer pays only the difference in cost between the two products.
  • Annual reminder, approximately one month prior to expiration, that it is time to purchase a new agreement.
  • Ongoing support beyond the first year with the same benefits as above for continuous maintenance agreement purchasers.
A yearly maintenance agreement guarantees the customer unlimited access to Viavi Solutions technical support and the latest version of the Viavi Solutions product or products. Cost Structure When purchased with a Viavi Solutions program or package, a yearly maintenance agreement is approximately 20% of the list price of that program or package. The annual maintenance renewal fee is approximately 20% of the list price of the product at time of renewal. Maintenance agreements are available only for the package purchased. It is not possible, for example, to purchase the Observer Suite and a maintenance agreement only for the basic Observer product. With a Product and Maintenance agreement purchase, the agreement is effective the month of the product purchase, regardless of when the product is activated. Upgrades Viavi Solutions offers upgrades to customers without maintenance agreements at approximately 30% of the retail price of the product for which the upgrade is being purchased. Customers are eligible at that time to purchase a maintenance agreement at the usual price. For more information about maintenance or to check your Viavi Solutions Maintenance account status, please e-mail our Maintenance Department