DATA SHEET
CU STO M E R S E RVICES
SPARES MANAGEMENT SERVICES
For Maximized Metro Network Performance and Service Uptime
Infinera offers a variety of Spares Management Services for metro
products, all to fulfill the different needs of various types of metro
networks. The Spares Management Services offered include:
• Advance Product Replacement Service (APR)
Advance Product Replacement Service
The Advance Product Replacement Service is a spare part service
that provides replacement products in the event of a product defect.
• Local Spare Maintenance Service
The replacement product is delivered to the customer before Infinera
• First Line Maintenance Service (FLM)
receives the defective unit.
• Extended Hardware Warranty Service (EHW)
APR delivers a spare part with equivalent functionality to the failed
The below overview shows the main parts of APR, Local Spares
part, dispatched as soon as it has been reported faulty to the Infinera
Maintenance and FLM services and how they relate to each other
Technical Assistance Center (TAC).
and to the Software Subscription and Technical Assistance Services.
Key benefits:
Requirements
Advance
Product
Replacement
Local Spares
Maintenance
First Line
Maintenance
=
=
=
Software
Subscription
and Technical
Assistance
24/7/365
Spare part nextbusiness-day
shipment
Local spares depot
Spare parts
Logistic mgmt. incl.
dispatch to site
(4h/24h)
Local technician onsite (4h/24h) incl.
remedy actions and
spares
+
+
Advance
Product
Replacement
(APR)
Software
Subscription
and Technical
Assistance
24/7/365
Local Spares
Maintenance
Software
Subscription
and Technical
Assistance
24/7/365
Fig 1. Overview of the APR, Local Spares Maintenance and FLM Services.
■ Wide variety of spares management services, fulfilling the
needs of different types of networks
■ Maximizes service uptime
■ Avoids missing critical items and eliminates corresponding
network disturbances
■ Reduces the impact of unforeseen hardware repair and
replacement costs
■ Minimizes capital for spares
■ Easy submission of spare part request via online web interface
CUSTOMER SERVICES
Ticket Submission and Response Time
APR tickets are submitted via a web-based TAC online ticket system. A
requested replacement product will be shipped the next business day.
Term
APR is a yearly subscription service and can be contracted from
shipping date for a number of years or as a yearly renewable service
(default). It requires a current contract for Software Subscription and
Technical Assistance Services (24/7/365).
Local Spares Maintenance Service
The Local Spares Maintenance Service offers spare part subscription
close to the customer’s site(s). The customer can use their own
Fig 2. Local Spares Depot Setup and FLM Service.
or contracted service personnel when replacing malfunctioning
hardware.
Infinera stores contracted spares in a local depot to ensure the right
First Line Maintenance Service
number and types of parts are available at any given time. Parts are
Infinera offers a First Line Maintenance Service to provide a full on-
replenished after spares have been dispatched to the customer.
site service commitment to handle business-critical maintenance
The TAC is the single point of contact for all support-related
when needed.
issues, including the dispatch of spare parts under the Local Spares
FLM includes all the features of the Local Spares Maintenance Service,
Maintenance Service. In addition to the web-based TAC access
as well as technical personnel that can be dispatched to customer sites
discussed above, TAC personnel may also be contacted by phone
to perform troubleshooting, remedial actions, hardware replacement
to discuss critical issues.
and related activities.
The TAC is the single point of contact for all support-related issues,
Term
The Local Spares Maintenance Service requires an annual subscription.
including the dispatch of spare parts and/or technical personnel to
the site. The TAC may be accessed via a web-based online ticket
system or direct phone contact for critical issues.
A valid contract for Software Subscription and Technical Assistance
Services (24/7/365) is also required.
Term
First Line Maintenance requires an annual subscription. A valid
contract for Software Subscription and Technical Assistance Services
(24/7/365) is also required.
CUSTOMER SERVICES
Extended Hardware Warranty Service
Term
Infinera metro products are designed and quality tested to support
The Extended Hardware Warranty Service is an annual service that
a wide range of functionality requirements as well as environmental
extends the warranty of hardware products for up to five years from
conditions. However, unexpected failures can occur with any
shipment date.
technology product.
By subscribing to the Extended Hardware Warranty (EHW) Service,
customers can minimize unforeseen repair costs and keep operational
costs under control should a component fail. The customer will not
experience any additional repa ir costs during the term of the EHW
service contract.
Extended Warranty Claim
The TAC is the single point of contact for all support-related issues,
including hardware warranty repairs. The TAC will assist with a return
material authorization (RMA) so that the product can be sent to the
correct repair center facility. Defective products may be repaired or
replaced. The repaired or replacement product will be dispatched
no later than 30 calendar days after delivery.
Infinera Metro
Business Group
Offerings
Fig 3. Overview of Spares Management Services for Metro Products and
How They Relate to the Customer’s Network Operation Center (NOC),
and First, Second and Third Line Support.
Global Headquarters
140 Caspian Court
Sunnyvale, CA 94089
USA
Tel: 1 408 572 5200
Fax: 1 408 572 5454
www.infinera.com
US Sales Contacts
sales-am@infinera.com
Asia and Pacific Rim
Infinera Asia Limited
8th floor
Samsung Hub
3 Church Street
Singapore 049483
Tel: +65 6408 3320
sales-apac@infinera.com
Europe, Middle East,
Africa
Infinera Limited
125 Finsbury Pavement
London EC2A 1NQ,
United Kingdom
Tel: +44 207 065 1340
sales-emea@infinera.com
Customer Service and
Technical Support
North America
Tel: 877 INF 5288
Outside North America
Tel: 1 408 572 5288
techsupport@infinera.com
© 2016 Infinera Corporation. All rights reserved. Infinera and logos that contain Infinera are trademarks or registered trademarks of Infinera Corporation in the United States and other countries.
All other trademarks are the property of their respective owners. Infinera specifications, offered customer services, and operating features are subject to change without notice.
DS-CS-SparesManagement-06-2016