Harmonic’s traditional Service Level Agreement (SLA) plans are designed for our appliance-based products covering hardware and software upgrades for feature and maintenance releases (with few exceptions). Our OneCare™ service and support solutions deliver peace of mind at a low total cost of ownership.

OneCare solutions

Harmonic OneCare plans are an integral part of Harmonic Media Services with an array of service and support programs. From system design to project management, our teams can find the right solution for you. Harmonic’s global network of local support professionals, 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 TAC gives you 24/7/365 access to support for all technologies, no matter where you are located. We also offer worldwide hardware repair capabilities — with regional depots and expedited replacement logistics — that minimize your downtime.

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Software maintenance agreements

Our OneCare Software Maintenance Agreement (SMA) is offered for software-based systems for any type of appliance, custom or standard. OneCare SMA provides access to all software version updates and all feature and maintenance releases to give you access to next-generation technologies as soon as they are available.

Our software releases define 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.

SLA PLAN OPTIONS

Standard OneCare

- 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 OneCare

- 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)

ORDER SERVICE & SUPPORT PLANS

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