Service Level Agreements

Harmonic’s traditional Service Level Agreement (SLA) plans are designed for our appliance-based products and cover the hardware as well as the software, including software upgrades for feature and maintenance releases (except some features that may be separately priced or licensed).

  • The Standard OneCare SLA is ideal for most operations where the economic impact of downtime is relatively low and self-support capabilities are significant.
  • The Premium OneCare SLA is offered for operations where the economic impact of downtime is high and self-support capabilities may be limited or require augmentation.

OneCare Service and Support Solutions

Broadcasters and service providers can’t afford downtime, but staying on-air demands more than just reliable technology. When hardware or software experiences a problem, support needs to be fast and flexible, able to adapt to the unique needs of your business. Affordability is crucial as well; after all, a support plan should protect your investment, not detract from it. Most importantly, your support provider needs to intimately understand the mission-critical nature of your business. Loss of content, workflow efficiency or, worse yet, your signal is not an option.

Harmonic has you covered. Our OneCare™ service and support solutions raise the bar for world-class hardware and software maintenance. Encompassing all of our products and solutions, Harmonic OneCare plans deliver peace of mind by safeguarding the performance of your Harmonic video infrastructure systems at a low total cost of ownership (TCO), delivering significant investment protection.

Traditional SLA Plan Features

Available for all appliance-based Harmonic solutions

Standard

  • Technical Assistance Center (TAC) support; Monday-Friday, 8 a.m.-5 p.m., local time; severity 1 support: 24/7/365
  • Five-day standard advanced replacement RMA shipment, with options for three-day or next-business-day service
  • On-site field support available (sold separately)
  • Hardware and software maintenance and feature releases included (except features that are separately priced or licensed)
  • Technical Service Delivery Manager and lead field service engineer support (sold separately)

Premium

  • TAC support for all severity levels: 24/7/365
  • Three-day standard advanced replacement RMA shipment, with options for three-day or next-business-day service
  • Limited on-site field support for Severity 1 cases
  • Hardware and software maintenance and feature releases included (except features that are separately priced or licensed)
  • Technical Service Delivery Manager and lead field service engineer support (sold separately)

Software Maintenance Agreements

The OneCare Software Maintenance Agreement (SMA) is offered for Harmonic software-based systems that are not dependent on bespoke appliances. A OneCare SMA provides access to all software version updates and all Feature and Maintenance releases, future-proofing your operation with the ability to adopt next-generation technologies as they become available. Harmonic software releases possess defined roadmap features related to the specifications of particular CPU platforms; with a supplemental Mobility plan, SMA customers can even jump to newer CPU platforms to take advantage of hardware performance gains and associated software features.

SMA Plan Features

Available for all software-based Harmonic solutions

  • TAC support: 24/7/365
  • Access to all major release version updates (v1.0, 2.0, etc.), and updates, upgrades and bug fixes for all software versions (v 1.x, 1.x.x, etc.)

First-Class Service On A Global Level

Harmonic OneCare plans are an integral part of Harmonic Global Services, an array of service and support programs that include system design, service deployment, technical support and professional services such as project management, system integration, installation and commissioning. Our global network of local support professionals, serving over 1,800 customers on six continents in 110 countries, offers a flexible and responsive team that you can rely on to maintain media infrastructures at every level of complexity.

Our advanced “follow the sun” TAC makes 24/7/365 access available globally to all customers for all Harmonic technologies, while worldwide hardware repair capabilities — with regional depots and expedited replacement logistics — ensure that downtime is minimized, wherever the customer location.

Your Success is Our Goal

Harmonic is committed to your success, and this commitment has resulted in an outstanding reputation for service and support. Our goal is to continue to build on this strength through trusted partnerships with our customers by delivering a world-class service and support infrastructure, and through our dedication and responsiveness to meeting our customers’ needs.

Ordering Service and Support Plans

A Harmonic service sales representative will help you select the plan that best matches your business needs.

Email for a Quote