Guide to ARRIS Global Services

Transcription

Document Classification:
For Internal and External Distribution
Revision 2.0
September
2015
ARRIS Copyrights and Trademarks
©ARRIS Enterprises, Inc. 2015 All rights reserved. No part of this publication may be
reproduced in any form or by any means or used to make any derivative work (such as
translation, transformation, or adaptation) without written permission from ARRIS
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changes in content from time to time without obligation on the part of ARRIS to provide
notification of such revision or change.
ARRIS and the ARRIS logo are all trademarks of ARRIS Enterprises, Inc. Other
trademarks and trade names may be used in this document to refer to either the entities
claiming the marks and the names of their products. ARRIS disclaims proprietary
interest in the marks and names of others.
ARRIS provides this Guide without warranty of any kind, implied or expressed,
including, but not limited to, the implied warranties of merchantability and fitness for a
particular purpose. ARRIS may make improvements or changes in the product(s)
described in this Guide at any time.
The capabilities, system requirements and/or compatibility with third-party products
described herein are subject to change without notice.
This Guide and the information contained herein is the subject of copyright and
intellectual property rights under international convention. All rights reserved. No part
of this Guide may be reproduced, stored in a retrieval system or transmitted in any form
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change without notice. ARRIS makes no warranty of any kind (express, implied, or
statutory) with respect to this publication.
Notice of Ownership
This Guide contains information that is considered proprietary and confidential to
ARRIS Group, Inc. No information contained in this Guide may be released, reprinted
or redistributed without permission of ARRIS Group, Inc. The information contained in
this Guide is subject to change without notice. ARRIS Group Inc. assumes no liability
or responsibility relating to such changes.
2
Version and Update History
Revision
Date
Reason for Change
1.0
1.1
1.2
02.09.2010
03.30.2010
04.15.2010
1.3
1.4
1.5
1.6
1.7
06.24.2010
01.18.2011
06.28.2011
10.12.2011
02.20.2012
1.8
1.9
1.10
2.0
2.1
06.05.2012
01.30.2013
01.01.2014
05.01.2015
09.22.2015
Created document
Updated Japan office phone number
Added Whole Home Solution and SA Compass
agreements
revised warranty information, updated contacts
Annual update
Semi-annual update
Q3 2011 update
Added EMP products to agreements and contacts.
Updated Apps F and G
Updated Pro Svcs, Rep Svcs, and contacts
Updated repair language, contacts, agreements
Updated for Motorola Products
Revised for 2015
Added Terms and Conditions and Legal review
3
Table of Contents
Section 1. QuickStart...........................................................................7
To Open a Severity 1 or 2 Technical Support Case ............................................ 7
To Open a Severity 3 or 4 Technical Support Case ............................................ 7
To Request an RMA .................................................................................. 7
To Escalate an Issue................................................................................. 7
Section 2. Introduction to ARRIS Global Services .........................................8
Service-level Agreements .......................................................................... 8
Repair Services ....................................................................................... 8
Professional Services ................................................................................ 8
Knowledge Services ................................................................................. 8
Section 3. Definitions ..........................................................................9
Section 4. Service-Level Agreement ...................................................... 11
SLA Entitlements ................................................................................... 11
Available Service-Level Agreements ............................................................ 12
Using Your Service-Level Agreement............................................................ 14
If Your Service-level Agreement has Lapsed................................................... 14
Signature Page ...................................................................................... 16
Section 5. Technical Support ............................................................... 17
Tracking Support Issues ........................................................................... 17
Before You Contact ARRIS Support .............................................................. 18
Opening a Technical Support Case .............................................................. 19
Telephone Requests ......................................................................... 19
Web Requests ................................................................................ 19
E-mail Requests .............................................................................. 19
Support in Languages Other than English ............................................... 19
Collecting Information ............................................................................. 20
Setting the Severity ................................................................................ 20
Severity Levels and Response/Restoration Times ............................................ 20
Table 1: Guidelines by Severity .......................................................... 21
Diagnosing the Problem ........................................................................... 22
Reviewing the Progress and Actions ............................................................. 22
Support for Discontinued Products .............................................................. 23
Hardware ..................................................................................... 23
Software Versions ........................................................................... 23
On-Site Support Policy ............................................................................. 23
Technical Support Escalation ..................................................................... 23
4
Severity Escalation .......................................................................... 23
Management Escalation .................................................................... 24
Technical Support Management Contacts ...................................................... 25
Join the Technical Support Updates Mailing List ............................................. 28
Section 6. Software Services ............................................................... 29
Software Warranty ................................................................................. 29
Accessing New Software Releases ............................................................... 29
Section 7. Repair Services .................................................................. 30
How to Request an RMA ........................................................................... 30
New Hardware Warranty Terms .................................................................. 31
Repaired Product Warranty Terms .............................................................. 31
Types of Hardware Failures....................................................................... 31
DoA Replacement Process ........................................................................ 32
Request an RMA for a DoA Product ....................................................... 32
ARRIS Screens your Returned Unit ........................................................ 32
ARRIS Ships your Replacement Unit ...................................................... 32
Freight and Customs ........................................................................ 33
Standard Replacement Process .................................................................. 34
Request an RMA under the Standard Replacement Process .......................... 34
Advanced Replacement Process ................................................................. 36
Request an RMA under the Advanced Replacement Process ......................... 36
ARRIS Screens your Returned Unit ........................................................ 36
ARRIS Ships your Replacement Unit ...................................................... 37
Advanced Replacement Terms and Conditions ......................................... 37
Additional Services Available for ARRIS CPE ................................................... 39
CPE Screening ................................................................................ 39
Cosmetic Replacement ..................................................................... 39
Custom Kitting ............................................................................... 39
Custom Logistics Solutions ................................................................. 39
COTS Servers Warranty Information............................................................. 40
Repair Services Management Contacts ......................................................... 41
Section 8. Professional Services ........................................................... 42
Lifecycle Services .................................................................................. 43
Wi-Fi Design and Deployment ............................................................. 43
Planning Services ............................................................................ 43
Design Services............................................................................... 43
5
Implementation Services ................................................................... 44
Operational Services ........................................................................ 44
Full Lifecycle & Core Services............................................................. 44
“Day 2” Services ............................................................................. 46
Section 9. Knowledge Services ............................................................. 47
Documentation ............................................................................... 47
Technical Training........................................................................... 47
Section 10. Global Services Terms and Conditions ...................................... 49
Section 11. Global Services Terms & Conditions .................................................. 48
6
Section 1
QuickStart
Please have your service-level agreement ID ready before you call.
To Open a Severity 1 or 2 Technical Support Case
Call
Technical Support Phone Contacts
To Open a Severity 3 or 4 Technical Support Case
Login to AskARRIS*
E-mail
Technical Support E-mail Contacts
Call
Technical Support Phone Contacts
To Request an RMA
Please download the RMA Request Form, complete it, and email it to
[email protected].
To Escalate an Issue
Technical Support
Technical Support Management Contacts
Repair Services
Repair Services Management Contacts
*ARRIS Technical Support will help you register for AskARRIS using your
agreement ID(s)
7
Section 2
Introduction to ARRIS Global Services
ARRIS Global Services presents this Guide as a reference to help you take full advantage
of the services provided by our team, including:
Service-level Agreements

Technical Support

Software Releases

Extended Warranty and Advanced Hardware Replacement
Repair Services

DoA Replacements

Standard Replacements

Advanced Replacements

ARRIS CPE-specific Services
Professional Services

Planning, Design, Implementation, and Operation

System Integration

Day 2 Services
Knowledge Services

Training

Product Documentation
8
Section 3
Definitions
“ARRIS Technical Support” or “ARRIS” means ARRIS Technical Support engineers
of ARRIS Solutions, Inc., a wholly owned subsidiary of ARRIS Group, Inc. and/or its
designated affiliates in any ARRIS location.
“Business Days” means Monday through Friday, except for local ARRIS-observed
holidays.
“Customer Induced Damage” or “CID” Damage means including but not limited to
lightning damage, infestation, liquid damage, abuse, corrosion, damage due to the
environment, any tampering in order to enhance or repair the unit by an unauthorized
person including the customer or any other exclusion described in the Guide to Global
Services or standard Terms and Conditions,
“CPE” or “Customer Premise Equipment”. Refers to a Product group used at a
consumer’s site such as a modem, set top box, wireless gateway, or DVR.
“Hardware” means equipment designed and manufactured by ARRIS, or other
manufacturer's equipment, offered for sale by ARRIS to Customer.
“Non-Business Days” means Saturdays, Sundays, and local ARRIS-observed holidays.
“No Problem Found” or “NPF” refers to devices received for replacement that are
found to be in good working order.
“Product” is any combination of ARRIS hardware and/or software products, sold to you
by ARRIS, ARRIS subsidiaries, or authorized resellers of ARRIS.
“Product Documentation” is the product documentation that ARRIS deems necessary
for successful use of an ARRIS Product. Product documentation can be delivered as
electronic format on CD-ROM, via download from our customer website, or included
with a software build.
“RMA” or “Returned Material Authorization” is the number and document assigned
to an item to be returned to ARRIS for replacement. All materials returned from the field
must be issued an RMA (Return Material Authorization) number.
“Response Time*” starts when your communication is answered and a Technical
Support case is opened. The time is documented in the ARRIS case system.
9
Section 3:
“Restore Time*” starts when a case is opened and ends when ARRIS has provided the
technical information which, when implemented, will restore the ARRIS Product to a
satisfactory, usable level of functionality.
“Service-level Agreement” or “SLA” means this or another set of terms and conditions
that documents the services ARRIS provides to you for an annual fee. A service-level
agreement may include Technical Support, replacement parts, and/or software
updates/upgrades. ARRIS service-level agreements specifically exclude optional or
keyed software features and the installation of software.
“Software" means ARRIS-licensed software, including any updates provided, and any
other enhancements, modifications, and bug fixes provided thereto, in object code form
only, and any full or partial copies thereof, licensed by ARRIS for use solely in
conjunction with the Covered Products. The term “Software” includes any updates,
modifications, enhancements, extensions, versions and releases of such programs,
including Minor Releases (defined below), Major Releases (defined below), and
software patches.
“Software Update” or “Minor Release” shall mean a given dated version of Software
which embodies a consistent set of corrections of errors maintenance or emergency (bug
fixes), modifications and minor feature released by ARRIS to resolve an ARRIS product
defect that is impacting ongoing business operations.
“Software Upgrade” “Major Release” “New Feature Software Release” by ARRIS
which embodies a consistent set of feature and function enhancements which are not
keyed, capacity-increasing, custom-developed or optional software features.
“Technical Assistance Center” or “TAC” is composed of ARRIS personnel who verify
your Service-level Agreement entitlement and direct you to the correct Technical Support
team for your Product.
*Not applicable to the services provided under this Guide for your lab testing
environments.
Definitions
10
Section 4
Service-Level Agreement
ARRIS offers one or more service-level agreements for each of its products. A valid
service-level agreement is required in order to receive technical support and/or advanced
replacement parts per the terms of this Guide.
SLA Entitlements
Your ARRIS service-level agreement entitles you to the services described in the table
below.
1. Technical Support (as described in Section 5)
2. Software updates to the base platform (keyed, capacity-increasing, customdeveloped and optional releases are excluded but may be purchased separately)
Some SLAs include advanced hardware replacement. If your SLA does not include
advanced hardware replacement, an annual contract can be purchased separately.
Please note that ARRIS needs 4 to 8 weeks to set up advanced replacement service.
Your purchase order for services means you accept the terms and conditions of this Guide
as your Service-Level Agreement for the indicated Products. If you need a signed
document for your internal business purposes, ARRIS is happy to fully-execute this Guide.
Please contact your sales representative for more information.
11
Section 4: Service-Level Agreement
Available Service-Level Agreements
ARRIS Service-level Agreement by
Product
Services Included
Technical
Support
Software
Updates
Software
Upgrades
X
X
C4 CMTS
X
BSR64000
X
BSR2000
X
Product
Advanced Replacement SLAs Available
2BDS
AR
EW
4
HR
NBDD
NBDS AR
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
2BDD
2BDS
AR
E6000 Converged Edge Router
E6000 Converged Edge Router
X
CMTS
X
X
X
X
X
X
ARRIS Spectrum Analyzer (ASA)
x
x
x
Intelligent Channel Optimizer
X
X
X
Universal Edge QAM (D5)
Universal Edge QAM (D5)
Application Mgr
Edge Media Processing (former Big
Band CSA) Enhanced
Edge Media Processing (former Big
Band CSA) Standard
X
X
X
X
X
X
X
X
X
X
APEX 1000/1500/3000
X
X
X
Ruckus (US only)
X
X
X
Ruckus (Outside US)
X
X
X
nX Ad Insertion
X
n/a
n/a
n/a
XMS Ad Insertion
X
X
X
X
nX VoD
X
n/a
n/a
n/a
XMS VoD
X
X
B1 VoD
X
X
X
M3 VoD
X
X
X
X
X
Digital Video Headend
X
X
X
X
X
Digital Video Headend - LAB
X
X
X
CableVista
X
X
X
CASMR
X
X
X
SDV
Multi-Platform Backup Service
(MABS)
X
X
X
X
X
X
X
X
X
Digital Satelite Receivers (DSR)
Video Compression and
Processing
DVS VIPr (all DVS products prior to
VIPr 4000 series)
DVS VIPr (VIPr 4000 series and
above)
X
X
X
DVS VIPr Element Manager
Edge Devices
X
X
X
X
X
WiFi Products
X
Ad Insertion
Video On Demand
X
X
Digital Video Headend
Uplink and Programmer
DigiCipher, BNC, ST Encoders,
TMUX, VSE - Standard
DigiCipher, BNC, ST Encoders,
TMUX, VSE - Basic
X
X
X
X
X
X
X
X
X
X
n/a
X
X
X
X
X
X
X
X
12
ARRIS Service-level Agreement by
Product
Services Included
Advanced Replacement SLAs Available
Technical
Support
Software
Updates
Software
Upgrades
GT-3
X
X
X
X
X
CherryPicker (DM6400, CAP1000)
X
X
X
X
X
CherryPicker SLK
Encoders (SE4000, SE5000,
SE6000)
X
X
X
X
X
X
ME-7000
X
X
X
X
X
Hydra
Spectrum (former Seawell)
Products
X
X
X
Content Delivery Controller (CDC)
X
X
X
Content Publishing Controller (CPC)
X
X
X
DreamGallery
X
X
X
SecureMedia
X
X
X
Merchandiser
X
X
X
VideoFlow
X
X
X
Edge (NBBS)
X
X
X
Aloha Collector (STDC)
X
X
X
Legacy SW
X
X
X
4Home
X
X
X
EMP Remote Monitoring Service
X
X
X
ServeAssure
X
X
X
WorkAssure
X
X
X
PlayAssure
X
X
X
POL and GPON Products
POL - Software Maintenance Plan
(SMP)
X
X
Product
2BDS
AR
EW
4
HR
NBDD
NBDS AR
2BDD
X
Cloud Software
POL - Software Update Plan (SUP)
POL - Hardware Maintenance Plan
(HMP)
GPON
X
X
X
X
X
Set-top and CPE devices
eMTA
X
X
X
Moxi MC1/MC3 (formerly Digeo)
Whole Home Solution (Includes
Media Gateway, Media Player, and
Portal Services servers)
X
n/a
n/a
X
x
X
KreaTV Support
X
X
X
KreaTV SDK Support
X
X
X
KreaTV SRR Support
X
X
X
HMT Settop Support
X
X
X
Wireless Video AP (WAP)
X
X
X
RFOptics
X
X
X
Digital Rapids
X
X
X
Other Support Contracts
X
Notes:
13
2BDS
AR
1.Software Upgrades - (keyed, capacity-increasing, custom-developed and optional releases are excluded but may be purchased
separately)
2. 2BDS Advanced Replacement = Functionally equivalent replacement part shipped within two business days of RMA being
assigned
3. Extended Warranty (EW) = Functionally equivalent replacement part shipped within 30 calendar days (US only) of ARRIS's receipt of the
defective unit
4. NBDS Advanced Replacement = Functionally equivalent replacement part shipped the next business day after the RMA is
assigned
5. 4-Hour Advanced Replacement = Functionally equivalent replacement part delivered within 4 hours of RMA
being assigned
6. NBDD Advanced Replacement = Functionally equivalent replacement part delivered the next business day after the RMA is
assigned
7. 2BDD Advanced Replacement = Functionally equivalent replacement part delivered within 2 business days of RMA being
assigned
8. Other customized Advanced Replacement and Extended Warranty options can be
quoted upon request
9. All services are provided per the ARRIS Guide To Global
Services
10. ARRIS service-level agreements do not include installation and configuration services for hardware or software, which may be purchased
separately.
Using Your Service-Level Agreement
After ARRIS invoices your purchase order for your service-level agreement(s), you will
receive a welcome letter providing your agreement ID(s) and other helpful information as
to how to contact ARRIS Global Services. Be sure to keep this data handy and provide it
only to authorized personnel within your company.
If Your Service-level Agreement has Lapsed
When no service-level agreement is in place for a product for which a service-level
agreement is available, ARRIS personnel are only allowed to provide support in the case
of a service outage.
If you have what you believe to be a service outage, please call us immediately, but
understand that you will be invoiced for the total number of labor-hours required to clear
the outage at the hourly rates stated below. There is a four-hour minimum charge peroutage.

Monday thru Friday 8:00 am to 5:00 p.m. $500 per hour*

After 5:00 p.m. Weekdays and Saturday $750 per hour*

Sundays and Holidays $850 per hour*
* Four-hour minimum
Note: Outage support does not include any software patches or bug fixes. Software
patches or bug fixes are only available with a valid service-level agreement.
Note: Hours billed are ARRIS labor-resource hours, not wall-clock hours.
14
Note: A blanket purchase order in the amount of $5,000 is required, in advance, to
receive outage support. Please contact your ARRIS sales representative to open a blanket
purchase order in case you need service outage support.
If you have any cases that were opened while your service-level agreement was valid,
those cases will be completed and closed at no additional charge.
If you choose to reactivate your service-level agreement after termination or lapse, the
following rules apply:

All previously issued quotes are invalid. A new renewal quote will be issued at
your request.

Any new service-level agreement purchased will be quoted from the date the
previous service-level agreement ended.
15
Signature Page
This Guide to ARRIS Global Services (“Guide”) is entered into by and between
__________________________________________[ARRIS entity], with principal place
of business at ___________________________________________[ARRIS entity address
and country], or the ARRIS affiliate issuing the applicable binding quotation (“ARRIS”)
and ___________________________________________[Customer entity], with
principal place of business at _____________________________________[Customer’s
address and country] (“Customer”).
This Guide, including the Terms and Conditions in Section 10, will serve as ARRIS Service
Level Agreement for the ARRIS Products indicated below.
ARRIS Product:
____________________________________
Technical Support Entitlement:
____________________________________
Software Entitlement:
____________________________________
Hardware Replacement Entitlement: ____________________________________
The services described in Section 8 and 9 of this Guide are not included within the Scope
of the SLA, they are available to be quoted separately.
This Guide shall apply for the term of the initial purchase order received by ARRIS
("Term") and any additional renewal purchase order (“Renewal Term”).
_______________________
Customer Representative
________________________
Customer Signature
______________________
Date
__________________________
ARRIS Representative
_________________________
ARRIS Signature
_________________________
Date
16
Section 5
Technical Support
The ARRIS Technical Support team is made up of experienced engineers located around
the world to provide you with top-quality technical support. ARRIS technical support
engineers are available 24x7x365 via phone for outages and emergencies. All other issues
are handled during normal business hours.
Global Services has more than 850 technical resources in 40 countries around the world.
Tracking Support Issues
ARRIS Technical Support uses a call tracking system to log all customer cases—whether
they are reported via phone, e-mail, or on the web. When you contact us, a case reference
number is assigned to your issue. Please make a note of the case number and use it to refer
to your case during future communications. You will also receive an e-mail that contains
the case number when the case is created.
Our tracking system enables us to record the details of your case, including all investigatory
steps taken, contacts with representatives at your site, your corresponding issue tracking
number (if applicable), and the steps we took to resolve your issue.
ARRIS also provides a method by which you can open and track your support requests
online via our customer website AskARRIS. ARRIS Technical support will help you
register, and you can view and search our support knowledge base solutions and view your
17
Section 5: Technical Support
open and recently closed cases. The site is available to all ARRIS customers with a valid
service-level agreement.
Before You Contact ARRIS Support
ARRIS Technical Support provides support for ARRIS-supplied products that are under a
valid service-level agreement. Unless ARRIS is your system integrator, issues related to
other hardware, software, or non-ARRIS networks must be addressed by your organization
or the appropriate third-party vendor.
When working with Technical Support, help us expedite your call by following these
Guidelines:

Make sure that the product is using a supported version of ARRIS
software/firmware.

Make sure all software updates have been installed in a timely manner and in
accordance with ARRIS product documentation and other instructions.

Make sure remote network access exists, as necessary, for ARRIS to establish a
data link for use in remote diagnosis and maintenance of the product. The parties
will agree on appropriate security measures to prevent unauthorized access.
ARRIS Technical Support will not connect to your network without your prior
authorization and the connection will be solely to provide product support.

Perform a first-level diagnosis to try to isolate and correct the problem.

Check that day-to-day maintenance and network operations have been performed;
Monitor network and system alarms;

Be prepared to provide your service-level agreement ID, name, company name,
site location, serial number of the system you are calling about (if required),
system and software version numbers, and as much detail about the problem as
possible.

Review the available documentation, including release notes, product and
installation manuals, and online help for information about your problem.

Unless specifically instructed, do not reboot or restart equipment or software
processes prior to consulting with Technical Support—vital data about the problem
can be lost when these actions are performed.

Be prepared to perform diagnostic tasks in accordance with instructions provided
by ARRIS Technical Support and carry out initial remedial actions including
remote diagnosis.
All personnel who contact Technical Support should have a high level of familiarity with
ARRIS systems. We strongly recommend that your support personnel attend the
appropriate ARRIS training programs. For more information on ARRIS training programs,
contact us at [email protected].
18
Opening a Technical Support Case
ARRIS provides support for its products via regional offices around the world. If the issue
is critical, please call us. If the issue is not critical, use the other methods indicated below
to contact us.
Telephone Requests
Contact us via phone when you have a critical issue and you need to speak with a Technical
Support engineer immediately. Please remember to provide a number where you can be
reached.
Web Requests
At ARRIS Technical Support, we know that you value self-support resources, so we've
created the AskARRIS portal. It gives you the ability to research many support questions
and common problems using a knowledge base. It also allows you to open and track your
cases. Web support is available 24x7x365 to customers with products with a valid servicelevel agreement.
E-mail Requests
You can also contact Technical Support via e-mail. Please note that ARRIS Technical
Support does not monitor e-mail at night, over the weekends, or on ARRIS-observed
holidays; therefore you should use e-mail for non-critical support issues only.
Support in Languages Other than English
If you contact ARRIS Technical Support by phone and the language you need is not
available, inform the Global Support Engineer, in English, “Need a translator for <the
language needed>”. The Technical Support engineer will immediately conference-in a
translator for the language requested. Translation service is available for Spanish, German,
French, Chinese, Korean, Portuguese (Brazil), and Japanese. Other languages may be
available, but are not guaranteed.
19
Collecting Information
When you contact ARRIS Technical Support, we:

Collect your name, company name, the product that you are calling about, the
location of your problem, and your serial number or system ID.

Create a case in our call tracking system

Ask for a brief, accurate description of your problem or question

Confirm your contact information

Verify the product you are calling about is covered under warranty or that you
have a valid service-level agreement.

If applicable, ask for any additional associated information or tracking numbers
you may use in your system
We record this information in our call tracking system and then provide you with a case
reference number, which you should record for future reference. If your issue is not
resolved during the initial support contact, referring to your case reference number helps
expedite subsequent communication.
After the identification questions, we work with you to make a preliminary assessment of
the severity of your issue based on your problem description.
Setting the Severity
Your Technical Support engineer will work with you to set or revise the severity of your
issue. We use the severity levels below to prioritize cases.
Severity Levels and Response/Restoration Times
The response time and restoration Guidelines will vary for each case based on the severity
of the issue.
Severities for cases are defined in Table 1, Guidelines by Severity. The classification and
reclassification of all problems will be according to the definitions below.
20
Table 1: Guidelines by Severity
Severity
Description
Response Time
Restor
e Time
Severity 1Critical *
The ARRIS product is no
longer providing service of
one or more of its main
features, or if a significant
portion of subscribers
and/or users is no longer
able to use one or more
critical features of the
platform.
Partial loss of production
system functionality
(diminished capacity).
Immediate
within 15 minutes 24x7x365
support continues 24x7x365 until
system functionality is restored.*
6 hours
Immediate
within 15 minutes 24x7x365
support provided continuously or as
agreed with customer until system
functionality is restored
During normal business hours
8 hours
During normal business hours
Not
Define
d
S2 - High
S3 Medium
S4 –
Low/RFF
**
Other problems of a lesser
severity than “critical” or
“major” such as conditions
that have little or no
impairment on the function
of the system.
Information request or
Request for Feature (RFF).
**
Not
defined
*The response goals listed above apply only to issues received via phone, not via email or the
AskARRIS web portal. System functionality may be restored via a permanent fix, a temporary fix,
or a workaround.
** RFFs are the responsibility of the Sales Engineering and PLM team. A customer can request a
feature request via PeopleSoft with a case type of Request and prioritize according to their priority
for the feature. If the PLM team uses PeopleSoft, the feature request will be assigned to their
provider group. Otherwise, an alternative process will be followed such as opening a defect to
track the request.
If you believe the severity assigned to your issue should be changed, you can request a
change through the Support engineer who is working your issue. If you need additional
assistance, escalate via the appropriate Technical Support manager. Refer to the
appropriate manager in the Technical Support Management Contacts section.
21
Diagnosing the Problem
You may be asked to provide the Technical Support engineer with copies of the system
files, reports, and data files, as well as sufficient support and test time on your ARRIS
system. ARRIS must have access to your ARRIS system in order to help you. The
information and access you provide helps the Technical Support engineer:

Duplicate a failure when the product isn’t functioning according to the
corresponding documentation for the specific release

Confirm the problem is caused by ARRIS

Initiate correction of the problem
It is important that you inform ARRIS of any other recent environment changes or changes
to other vendor equipment at your site that can be contributing to the problem (for example,
power outages, changes in external equipment, network changes or issues, software
upgrades to other vendor equipment, etc.).
If the problem cannot be reproduced, the Technical Support engineer will make a goodfaith effort to identify a workaround until the problem can be reproduced or fixed.
If the problem is related to third-party equipment or your network, the Technical Support
engineer will make a good-faith to effort identify the issue. ARRIS is not responsible for
diagnosing or resolving third-party hardware or networking issues. You are responsible for
third-party or internal resource escalation for ownership and resolution.
In the case where on-site support is requested, you may incur in additional charges. See the
On-Site Support Policy for more information.
Reviewing the Progress and Actions
To help assure our work on your case will meet your expectations, please review this
checklist below with your Technical Support engineer when you open your case.
Agree on:

The severity level for your issue

The action items for Technical Support and those for which you are responsible

Who is responsible for the call back and when

The case number
ARRIS Technical Support will work on cases according to the priorities agreed with you.
However, any problem may be escalated via the processes documented in the Technical
Support Escalation section. ARRIS commits to a commercially reasonable resolution of all
product support issues.
22
Support for Discontinued Products
Hardware
ARRIS may discontinue a Product at any time, provided that ARRIS gives you ninety (90)
days prior written notice (“End-of-Life Notice”), or as agreed in the purchase agreement
when acquiring the Products. We use reasonable commercial efforts to continue to provide
fee-based replacement parts and technical support for any discontinued hardware product
for one (1) to five (5) years from the End-of-Life Notice date we let you know. The support
and repair period for each discontinued product will be stated in the End-of-Life Notice.
Software Versions
ARRIS supports the current New Feature Software Release, as well as the previous two
New Feature Software Releases. Releases older than 5 (five) years, except during the active
lifecycle of the Product, will not be supported by ARRIS even if they are one of the
previous two New feature Software Releases mentioned above.
On-Site Support Policy
In cases of severe network degradation in which telephone support, remote diagnosis, and
other means of restoring the network have failed, upon your request, ARRIS will, at its
discretion, dispatch an ARRIS Technical Support engineer to further attempt to isolate and
resolve the problem. If we determine the cause of the problem was not the product(s), you
will reimburse ARRIS for all charges reasonably incurred, including engineering time at
our standard rate, as well as lodging and travel expenses of ARRIS personnel while
traveling and at your site.
Requests for services outside the scope of this Service-level Agreement or for equipment
that is not covered under an agreement may be quoted separately and may be delivered
only under the terms and conditions of an ARRIS Professional Services Agreement. Onsite support will be provided according to ARRIS parts and service availability at current
ARRIS time and materials billing rates.
Technical Support Escalation
ARRIS Technical Support provides several options for escalating issues or requesting
severity-level changes.
Severity Escalation
The severity of a case will be determined by you and your ARRIS Technical Support
engineer based on the information provided at the time the case is opened. If the site
conditions change or the behavior of the product changes, the case severity may be
23
changed. You can request a change by contacting ARRIS Technical Support and explaining
your reason for a severity-level change.
Management Escalation
Cases can also be escalated within the ARRIS Technical Support management structure
should you believe a case is not being resolved in a timely manner or receiving the level of
attention you believe is warranted. When escalating an issue, be sure to supply the case
reference number in all communications.
Escalations within the Technical Support group go first to the Manager, then to the
appropriate Director. If, for any reason, the Manager is unable to resolve the problem or is
not providing the level of attention you believe is warranted, escalation may continue to
higher levels of the organization.
At each level of escalation, we request that your company provide a contact at the same
level. This helps ensure that the level of management involvement matches the decisionmaking level dictated by the resolution requirements of the problem.
To escalate a service case within ARRIS Technical Support, contact us using the
information provided in the Technical Support Management Contacts and ask to speak with
the Technical Support Manager. If the manager is unavailable, he or she will respond as
soon as possible to discuss the situation and work with you to create a plan to resolve the
issue.
Note that for outage situations, the ARRIS Executive-Level Team is notified within two
hours of an on-going outage being reported. Periodic updates are sent out until the outage
is cleared. ARRIS Technical Support will escalate to the product design engineering within
two hours of the outage being reported, if it is not resolved in that timeframe.
24
Technical Support Management Contacts
25
26
27
Join the Technical Support Updates Mailing List
We invite you to join the appropriate Technical Support mailing list for your ARRIS
product(s). The Technical Support team sends occasional e-mails concerning critical
support issues, important field bulletins, and the latest support news, information, and
progress updates, which enables you to effectively operate and manage ARRIS products
and systems.
Contact your Technical Support office for information on how to subscribe.
Notice: All e-mail sent to or from the ARRIS Solutions, Inc. e-mail system or Website
may be retained, monitored, and/or reviewed by ARRIS personnel. We do not sell, rent, or
lease this information to others or use this list to sell additional ARRIS products or services
or for marketing purposes. Your information is used for Technical Support e-mail notices
only.
28
Section 6
Software Services
Software Warranty
ARRIS software is warranted to substantially function as-designed for 90 days from your
download of the software. ARRIS does not warrant that the operation of the ARRIS
software will be uninterrupted or error-free; that the functions of the software will meet
Customer's requirements; or that the software will operate in combination with non-ARRIS
products selected by Customer for its use.
Details of the ARRIS standard software warranty are contained online in the ARRIS Terms
and Conditions of Sale [http://www.arris.com/_docs/tc.pdf] or as agreed in the purchase
agreement (or relevant channel agreement) in place with ARRIS.
During this 90-day period software warranty period, you may

E-mail us for technical support. We will respond within 2 business days for
software defects only.

Request maintenance and emergency software releases for software defects only.
To receive technical support and software per the terms of this Guide, you must purchase
a service-level agreement for your ARRIS product.
Accessing New Software Releases
You will be able to download the software (and related documents such as Release Notes)
to which you are entitled under your Service-level agreement.
Technical Support will help you register for our software download tool using your
agreement ID.
29
Section 7
Repair Services
All repairs and replacements of ARRIS products are managed by ARRIS Repair
Services.
Our TAC will work with you to determine the:

Hardware warranty status (in- or out-of-warranty)

type of hardware failure (DoA, Standard, or Advanced Replacement)
We’ll then let you know what to expect from the RMA process.
Requesting an RMA is always your first step.
How to Request an RMA
Please download the RMA Request Form, complete it, and email it to
[email protected].
E-mail:
Phone:
1-888-944-4357 or 1-215-323-2345.
Be sure to have the following information ready about the defective unit:

Model

Part number

Serial number

Detailed description of the failure, including when the product failed (i.e., initial
deployment or after a period of time)

Your company name

Your ship-to address

Your contact name

Your contact phone

Your contact e-mail
30
Section 7: Repair Services
New Hardware Warranty Terms
If you purchased your new hardware directly* from ARRIS, please see the ARRIS Terms
and Conditions of Sale for standard warranty details per-product or any unique purchase
agreement in place.
If your new hardware is in-warranty, a repaired or functionally equivalent replacement unit
will be shipped within 30 to 45 calendar days of ARRIS’s receipt of the defective unit.
*If you are a member of the ARRIS Channel Program, please see
http://www.arris.com/solutions/partners/index.asp for details.
Repaired Product Warranty Terms
If a repaired unit fails, a repaired unit or functionally equivalent replacement unit will be
shipped within 30 calendar days of ARRIS’s receipt of the defective unit.
The new warranty term will be 90 days from date of repair shipment or the remaining
original warranty period, whichever is longer.
Types of Hardware Failures
A defective hardware unit is categorized as
DoA (Dead-on-Arrival)
a failure within 30 days of shipment
Standard Replacement
a failure in- or out-of-warranty
Advanced Replacement
a failure covered under a valid SLA that includes advanced
replacement parts
Note: A Return Materials Authorization (RMA) is required for all of the failure types
above.
31
DoA Replacement Process
The DoA Replacement Process is used if you have equipment that fails within the first 30
calendar days of being shipped from ARRIS to you.
Reasonable commercial efforts are made to ship a replacement part within two business
days of the DoA replacement request being approved.
Request an RMA for a DoA Product
You Receive your RMA # and Shipping Instructions.
After warranty status is established and a purchase order is received (if required), ARRIS
will provide, via e-mail, a completed copy of your RMA Request Form, which includes
your RMA number and shipping instructions.
Shipping Instructions

Return all ARRIS hardware in ARRIS-approved packaging
You are responsible for repair or replacement charges for damage incurred during
shipping, so please pack carefully.

Send us only the defective unit.
Do not send batteries, external power supply, power cords, manuals, brackets etc.
with your shipment when returning defective unit(s).

Write the RMA number on the outside of the box.

Enclose a copy of the completed RMA form inside the box.

Notify the carrier to not split the shipment.
ARRIS Screens your Returned Unit
Returned units are screened at an ARRIS Repair Facility.
Customer-Induced Damage (CID)
Units found to have Customer Induced Damage (CID) or units found to be No Problem
Found (NPF), will be subject to a fee. Contact ARRIS Global Repair Services for NPF and
CID pricing. ARRIS reserves the right to require a purchase order in advance to cover
potential CID and NPF charges.
NPF and CID fees do not apply if the customer elects to agreement with ARRIS Global
Repair Services for screening, rather than screening the units themselves.
ARRIS Ships your Replacement Unit
A repaired or functionally equivalent replacement unit will be shipped from an ARRIS site
or regional warehouse within a target time of listed in Repair Warranty.
32
Note: We may not send you back the same serial number unit you sent to us.
Shipping Delays
On rare occasions, a part may not be in inventory, which can cause shipping delays. In
these situations, ARRIS pursues all other means to obtain and ship the required part at the
earliest possible time. To ensure that you always have the part you need, we recommend
you purchase a spares kit to keep at the site. For more information on spares kits, please
contact your ARRIS Sales Representative.
Due to factors outside of ARRIS’s control (e.g., local customs requirements), the shipment
arrival date at the customer site cannot be defined. ARRIS will return ship the unit or a
functionally equivalent replacement unit to the address provided on the RMA Request
Form.
If the unit is out-of-warranty and unrepairable, we will on a case by case basis, make our
best efforts to replace it, with an additional charge.
Freight and Customs
Customer Responsibilities

You are responsible for the freight, insurance charges, and related customers duties
and taxes to ship your defective unit to ARRIS.

You bear the risk of loss or damage until we receive the defective unit.
ARRIS Responsibilities

Clear and unencumbered title to the defective unit passes to us upon our receipt of
the defective unit.

We are responsible for the freight and insurance charges to ship your replacement
unit

We bear risk of loss or damage until you receive the replacement unit.
33
Standard Replacement Process
The Standard Replacement Process is used if the unit is not DoA and you have not
purchased a service-level agreement that includes advanced replacement parts.
Request an RMA under the Standard Replacement Process
ARRIS Verifies Warranty Status
We will first verify the warranty status of the product.

For products that are “In-Warranty”, an RMA number will be issued within 1
business day.

For products that are “Out-of-Warranty”, we will need a purchase order for the
repair cost before an RMA number can be issued.
You Receive your RMA # and Shipping Instructions
After warranty status is established and a purchase order is received (if required), ARRIS
will provide, via e-mail, a completed copy of your RMA Request Form, which includes
your RMA number and shipping instructions.

You are responsible for repair or replacement charges for damage incurred during
shipping, so please pack carefully.




Notify the carrier to not split the shipment.
Units found to have Customer Induced Damage (CID) or units found to be No Problem
Found (NPF), will be subject to a fee. Contact ARRIS Global Repair Services for NPF and
CID pricing. ARRIS reserves the right to require a purchase order in advance to cover
potential CID and NPF charges.
34
NPF and CID fees do not apply if the customer elects to agreement with ARRIS Global
Repair Services for screening, rather than screening the units themselves.
or regional warehouse within a target time of listed in Repair Warranty.
Shipping Delays
Form.
If the unit is out-of-warranty and unrepairable, we will do our best to replace it, but at an
additional charge.
Freight and Customs



the defective unit.

unit


35
Advanced Replacement Process
The Advanced Replacement Process is used if the unit is not DoA and you have purchased
a service-level agreement that includes advanced replacement parts.
Before you purchase a service-level agreement that includes advanced replacement parts,
you must verify that all equipment, including spares, is in working order. Equipment that
has failed or otherwise needs repair prior to the start date of the advanced replacement
services is specifically excluded.
Request an RMA under the Advanced Replacement Process
Technical Support Verifies your Need for a Replacement
During the RMA request process, you may be routed to Technical Support to help you
troubleshoot your product issue and help determine if a part replacement is needed.
You Receive your RMA # and Shipping Instructions
After we agree a replacement part is needed, ARRIS will provide, via e-mail, a completed
copy of your RMA Request Form, which includes your RMA number and shipping
instructions.
After you have received your replacement unit, please return the defective unit within
3 business days. It is important that you return the defective unit quickly so we can
analyze the failure, repair the unit, and return the part to our replacement inventory.
If the defective unit is not returned within three (3) business days of your receipt
of the replacement part, you will be invoiced for the list price of the equipment
and may not be able to open new RMAs.

Your replacement part will arrive with a pre-paid air way bill, packing information
and instructions for return of the defective part.



36
Units found to have Customer Induced Damage (CID) must be replaced within 72 hours
of notification with new, previously repaired, or repairable equipment of the same type, or
you will be invoiced for a replacement at ARRIS list pricing.
or regional warehouse within the target time of your service-level agreement.
Shipping Delays
Form.
Freight and Customs



the defective unit.

unit

Advanced Replacement Terms and Conditions

The Advanced Replacement clock starts after your ARRIS Technical support
engineer has agreed that a replacement part is required and the RMA has been
assigned.
37

The clock start time is documented in the ARRIS case-tracking system.

Advanced replacement RMAs assigned after 2pm Eastern Time are considered
assigned the next ARRIS business day.

ARRIS is not responsible for delays outside its control once the replacement unit is
in the custody of the courier.

If the replacement unit you requested does not correct the problem and additional
replacement units are required (regardless of fault), you must open a new RMA.

We reserve the right to limit the number of units you request to a reasonable
number. If you request more than 1.5 times our average demand for a replacement
unit at one time, we will contact you for more information and further diagnostics.

We reserve the right to charge you an additional fee for units that are returned and
our analysis reveals no-problem-found (NPF). You may be liable for shipping,
handling, and diagnostic fees for each unit.
38
Additional Services Available for ARRIS CPE
In addition to the services described, ARRIS Global Repair Services offers a variety of feebased services to assist you in returning CPE to service quickly and with high confidence,
specifically Touchstone Telephony Modems and Whole Home Solution Media Gateways
and Media Players.
CPE Screening
When CPE units are pulled from the field they must be validated before being installed
again at a customer site. ARRIS receives unsorted CPE (including some non-ARRIS units),
sorts them by warranty status and type, screens the units vs. original specifications, cleans
them and either returns the units to the operator for immediate redeployment or repairs
them and dispatches any non-ARRIS units for repair by the original manufacturer.
Cosmetic Replacement
ARRIS replaces the plastic covers (cosmetic parts) and other associated parts and labels to
give a brand-new appearance to your CPE.
Custom Kitting
ARRIS works with you to develop special packaging including accessories for screened
and/or repaired Touchstone Telephony Modems and Media Gateways and Players. These
solutions are designed to facilitate rapid redeployment of these units. Accessories may
include power and/or Ethernet cables, HDMI cables, remote controls, documentation and
other components. Packaging may include individual plain brown boxes, custom printed
boxes and bulk packaging.
Custom Logistics Solutions
ARRIS customizes logistics solutions; including repositioning of screened and /or repaired
assets to different markets than the ones they came in from. ARRIS can optimize the
packaging density (box or pallet) to minimize the handling required on your part between
receipt of the repaired units and dispatch to be re-installed.
39
COTS Servers Warranty Information
Some ARRIS products (DAC6000, RADD) are based on Commercial-off-the-Shelf
(COTS) Servers.
ARRIS provides you with the manufacturer’s warranty on these servers directly from the
manufacturer.
NOTE: You are responsible for contracting directly with the manufacturer after the
initial manufacturer’s warranty period expires.
HP Warranty
The HP standard warranty coverage is an attribute of the server and "travels" with the
server.
http://h20566.www2.hp.com/hpsc/doc/public/display?docId=emr_na-c02978487
To check the status of your HP manufacturer’s warranty, please use the following:
1. Go to the HP Support Center at
https://h20565.www2.hp.com/portal/site/hpsc/public/wc/home/
2. Enter your server’s serial number to check see its current warranty status.
40
Repair Services Management Contacts
EMEA
Martin Ferm
[email protected]
+44 7730-756-979
APAC
Robin Yang
[email protected]
+8613306528645
Americas
Mostafa Badry
[email protected]
+1 508-870-1175
Second Escalation
Mark Walther, Service Operations
[email protected]
+1 847-372-5503
Jason Ellerman, Network and Cloud
Products
[email protected]
+1 630-281-3091
Paul Moorefield, CPE Products
[email protected]
+1 215-323-2330
Jon Swire, VP Repair Services
[email protected]
+1 847-523-0799
41
Section 8: Professional Services
Section 8
Professional Services
With more than 850 technical professionals in over 40 countries, ARRIS Global Services
helps service providers grow their businesses by getting to market faster, reducing
operating expenses, streamlining operations and ensuring high service availability. We
specialize in data and video networks and applications, IP and HFC infrastructure, and the
consumer experience. We provide lifecycle services to help operators plan, design,
implement and operate their networks and business processes. Our customers choose us to
maximize the ROI on their network investments, get to market faster with new services
while limiting the risk of operational challenges, to outsource critical aspects of their
business operations and to define and integrate complex, vendor neutral solutions.
ARRIS Global Services offers a wide array of services to help operators Plan, Design,
Implement and Operate networks.
At ARRIS, we provide far more than just outstanding technology. Partnering with us means
you’ll have access to the expertise and technical skill sets necessary to help execute a
project of any scale and depth. With the longest heritage and the deepest video, DOCSIS,
and IP networking experience in the industry, ARRIS Global Services is pre-eminently
qualified to help service providers from Planning to Operations.
Today you must have reliable, cost-effective network architectures that will efficiently
deliver the feature-rich, lightning fast triple-play entertainment and communications
services your subscribers’ demand. At the same time, you must lay the foundation for
future services and increasing levels of demand. With ARRIS, you can promise your
42
customers the world. Then simply deliver it. We’ll work with you every step of the way –
from agreement to design to implementation and operations - to maximize your investment
and guarantee success. Imagine a single point of accountability for design, deployment and
program management. Our nationally recognized award winning Global Services team has
the resources and expertise in place to insure flawless, rapid and seamless technology
integration. Visit arris.com/services for more information.
Lifecycle Services
We provide services to help design, implement and operate integrated solutions for ARRIS
and third-party products.
Wi-Fi Design and Deployment

Design, engineering, network integration, construction management, quality
assurance and acceptance testing of Wi-Fi networks
Planning Services

Network Optimization - Analyzing and developing recommendations and applying
changes to device and network configurations for cost-effective performance
improvement.

Operational Consulting - Assessing current operations and developing
recommendations to improve cost and performance of key business processes.

Technical Consulting - Developing a strategy and agreements to migrate network
infrastructure to support long term technical innovations.

Network Planning - Detailed engineering of network solutions for voice, video,
data and wireless, optimized for seamless deployment.

Network Audit - Surveying and auditing of all network elements including strand
walkout, RF as-builts, fiber route and enclosure audit, address audit and collection.
Design Services

Engineering and Design – Design and engineering of new builds, node splits,
rebuilds and upgrades.

Network Documentation - Documentation of Network Audit findings.

Outside Plant Design - Designing or redesigning the outside plant to add service
offerings and/or additional clients to a service area.

Inside Plant Design - Designing or redesigning the inside plant to add service
offerings and/or additional clients to a service area.
43
Implementation Services

Installation - Physical installation of network elements and systems

Configuration - Developing site-specific configuration of network elements for
new installations.

Turn Up & Test - Powering-up and verifying the configuration of newly deployed
network elements and systems.

Logistics - Managing materials flow and logistics to worksites, including ordering,
stocking, kitting, delivery, and reverse logistics.

Decommissioning - Managing the removal of network elements from service and
eventual disposition of those assets – whether repurposed, remarketed or recycled.
Operational Services

Interoperability and Validation Lab Services – Testing and procedure development
for new technology in a controlled environment on an operator-specific
configuration.

Documentation - Publishing clear, concise and accurate materials to support the
deployment, maintenance and day-to-day use of network elements and solutions.

Technical Support - Providing the right level of technical expertise to resolve any
issues that arise with ARRIS solutions. Providing factory-level repairs and repairrelated services like kitting and upgrades.

Strategic Outsourcing - (Managed Services) Managing and performing a functional
activity or business process (typically non-strategic) that would normally be
executed by operator in-house personnel.

Staff Augmentation
Full Lifecycle & Core Services

Custom Software - Developing custom functionality meet specific operator market
requirements.

Solution Design, Development & Integration - End-to-end design, development,
deployment and integration of multi-vendor solutions to meet market/service
requirements.

Solution Lifecycle Management - Managing and executing the regular
maintenance, upgrades, optimization, and reconfiguration of a network solution
from inception to end-of-life.

Program Management - Managing and controlling project constraints to ensure
project agreements are implemented within scope, schedule and budget.
44
ARRIS Global Services deploys these service capabilities, as needed, to address business
challenges and opportunities for our customers in many areas, including:

Ad Insertion Solutions

Business Process Analysis

Commercial Services

CPE Validation and Acceptance

Field Survey and Documentation

IPTV Headend Solutions

Multiscreen Solutions

Network Audit & Migration

OSS / BSS Systems

Operational Playbooks

Preventative Maintenance

Proactive Monitoring

Service Level Agreement Maintenance

Technology Evolution

Technology Logistics and Material Management

Traffic Management

Wi-Fi Solutions
45
“Day 2” Services
ARRIS offers proactive, "Day 2" services to help Customers maximize their utilization of
deployed ARRIS systems. These services move beyond our technical support to provide
services and knowledge to help you proactively manage and optimize their network. These
services include:

ARRIS Performance Improvement Programs - Initial offerings for C4, BSR
and E6000. The Baseline service provides for the routine maintenance and fine
tuning of deployed systems. The advanced service, with Service Analytics,
assesses the health and performance of the system and provides recommendations
for optimization of the product in the customers' network.

ARRIS Mentoring Programs -With two levels of involvement, these services are
intended to help develop key contributors - Mentees – in the customer organization
by matching them with product category expert Mentors for an extended period of
time. Initial offerings for C4, BSR and E6000.

ARRIS Staff Augmentation Services - Allows the operator to complement their
workforce with tailored expertise in areas like wiring, headend/hub maintenance,
DC powering, CER/CMTS troubleshooting and advanced support, Wi-Fi
engineering, ad insertion, CCAP architecture and specific ARRIS platform
expertise for Optronics, HFC, Edge QAM, SDV/VOD, DAC/STB, video
processing, video compression and ad insertion.

ARRIS Engineering Assistance - Provides phone engineering support for
services over and above the operator's standard support agreement, to assist the
operator with design, configuration and other operational challenges.
Contact your ARRIS Sales Representative for more information.
46
Section 9
Knowledge Services
Documentation
At ARRIS, we focus on what you need to know to get your job done right. Our content
developers and trainers work side-by-side with product development staff during the
software lifecycle to acquire an in-depth knowledge of the software and systems you use
and support. We communicate the intricacies of the software with business owners and
operators, which enable users to realize the investment value of their investment in ARRIS
products.
ARRIS products include many of the following resources so you can get the most from
your investment:

Getting started Guides and product overviews

Deployment, installation, and configuration Guides

User Guides, operator Guides, and online help

Administrative Guides, integration Guides, and database documentation

eBooks, Web help, and hosted implementations

Translation and cloud delivery
ARRIS also has the capability and understanding to customize documentation to a
particular implementation or create custom documents for integrations.
Technical Training
The Knowledge Services team offers comprehensive training for all ARRIS products and
services. Instructor-led courses incorporate lecture, hands-on, presentation by PowerPoint
or HTML, printed course material, and open discussion; typically in a classroom/lab
atmosphere. Remote access to the client’s local system from the training location provides
opportunity for hands on configuration and troubleshooting.
Curriculum includes all applications, which ensures that students are proficient using the
tools and applications they will use in their everyday job duties. Instructor-led courses can
be held at an ARRIS facility, or at your site, whichever is most convenient for you.
Web-based courses are available on our learning system, ARRIS Academy. Web-based
courses are economical and enable your learners to take training anytime and anywhere—
whenever it fits into their schedule.
47
Section 9: Knowledge Services
We partner with our customers to prepare their workforce to use ARRIS products
successfully to meet their business goals.

Web-based

Instructor-led

Onsite

Scripted self-help videos for consumers per your specifications

Remote Labs

Mobile Learning

Virtual Instructor-led
For more information on the training programs we offer, Visit our website:
http://learn.arris.com
Contact ARRIS Training via e-mail at [email protected]
48
Section 10: Global Services Terms and Conditions
Section 10
Global Services Terms and Conditions
The following Terms and Conditions shall apply to this Guide for Global Services and shall be deemed
accepted by Customer upon Customer issuance ARRIS with a valid Purchase Order (“PO”) for the
Services. If these terms and conditions conflict with the terms and conditions of the relevant channel
agreement in place with ARRIS, the terms and conditions of the relevant channel agreement shall
prevail.
1. Services. On receipt and acceptance of a valid PO, ARRIS will provide Customer with the services
requested in the PO ("Services"). Services shall only apply to ARRIS Products. Third-party product
services are excluded. No pre-printed terms and conditions on or referenced in Customer’s PO will
supersede, extinguish, add to, alter, or amend these Terms and Conditions.
2. Termination. Either ARRIS or Customer may terminate any Services request by reason of a
material breach that the breaching party has not cured to the non-breaching party's reasonable
satisfaction within thirty (30) days after receipt of written notice specifying details of the breach;
and/or upon the occurrence of the filing of a petition or seeking of relief under applicable bankruptcy
or insolvency laws by or against the other party. Upon termination of any Services for any reason,
ARRIS will cease to provide the services to Customer, and any unpaid fees or reimbursable expenses
owing to ARRIS shall be due and payable immediately.
3. Access. During the provision of Services, Customer will provide ARRIS with detailed problem
reports and information on how to reproduce the reported problem, in so far as this is possible, and
with all reasonable access to systems, via VPN or otherwise, necessary to enable ARRIS to meet its
support obligations as set forth herein.
4. Fees and Payment. Customer agrees to pay ARRIS the fees for provision of the Services as
previously quoted by ARRIS (“Quotation”). Unless otherwise specified, the prices do not include any
insurance, transportation, shipping, taxes, excises, duties, governmental charges, and/or levies
(including, but not limited to copyright levies) or other similar fees that ARRIS may be required to
pay with respect to the performance of Services, except taxes on or measured by ARRIS’ net income,
all of which shall be Customer’s responsibility. If Customer claims exemption from any taxes,
Customer will provide ARRIS with documentation required by the taxing authority to support the
exemption. If applicable law requires Customer to withhold any income taxes levied by the territory
authorities ("Withholding Tax") Customer shall promptly effect payment of the Withholding Tax to
the appropriate tax authorities and shall provide ARRIS within 10 (ten) business days of such payment
official tax receipts or other evidence issued by the appropriate tax authorities sufficient to enable
ARRIS to support a claim for foreign tax credits in the U.S. and/or any other country. Customer further
agrees, if requested by ARRIS and at a reasonable cost to ARRIS if ARRIS so contests, to assist by
appropriate legal or administrative proceedings with the validity or amount of the Withholding Tax.
In the event ARRIS does not receive official tax receipts or other evidence within 60 (sixty) days of
the date of ARRIS invoice, ARRIS shall have the right to invoice Customer for such Withholding Tax
and Customer agrees to pay such amounts upon receipt of invoice relating to the Services. All
payments shall be made in U.S. currency within the payment terms indicated in the Quotation from
49
the date of invoice. Late charges of one and one-half percent (1 ½%) per month on outstanding
balances or the maximum permitted by law, whichever is less, may be charged. ARRIS may, at its
option, discontinue the provision of Services until all overdue amounts have been paid to ARRIS.
ARRIS reserves the right to revise such fees and/or the Quotation every calendar year. On or before
the beginning of any calendar year, ARRIS will attempt to capture equipment quantity data and submit
to Customer for review. Nothing in this Terms and Conditions shall prevent ARRIS from billing
Customer for the actual quantity of covered Products. The fees for the Services for each calendar year
will include the initial covered Products and any subsequently purchased covered Products. Customer
may not set-off any amount owing from ARRIS to Customer against any amount payable by Customer
to ARRIS under this terms and conditions or otherwise.
5. Audit. ARRIS shall have the right, upon reasonable notice, to audit Customer usage of the
Software to ensure compliance with applicable terms and conditions. Audits will not occur more
frequently than (1) once per quarter. If any audit reveals any underreported, unpaid or unauthorized
use of the Software, then Customer shall promptly pay ARRIS the then current fee representing the
underreported, unpaid or unauthorized use of the Software and Customer will be responsible for the
costs and expenses of the inspection and audit if such inspection and audit reveals that the then current
fee representing the underreported, unpaid or unauthorized use of the Software is equal to or greater
than 5% (five percent) of the amounts actually paid by Customer.
6. Delivery and contingencies. Except as specifically committed herein, performance dates for
services are approximate only, and are subject to availability. ARRIS may allocate resources among
any and all of ARRIS’ Customers as ARRIS may determine. ARRIS shall select the method of
performance of the Services, including without limitation, the right, in its sole discretion to use agents
or subcontractors to perform the services to be rendered. All persons performing Services for ARRIS
shall be considered to be under ARRIS’ sole and exclusive direction. Customer shall not solicit for
employment, for itself or for any other person or entity, any personnel of ARRIS involved in the
performance of Services. ARRIS shall not be liable for any delay in performance or for nonperformance, in whole or in part, caused by the occurrence of any contingency beyond the control of
either ARRIS or any of ARRIS’ suppliers, agents or subcontractors. Any such delay shall excuse
ARRIS from performance and ARRIS’ time for performance shall be extended for the period of the
delay and for a reasonable time thereafter.
7. Material Furnished by Customer. If Customer furnishes any material or equipment to ARRIS
for the purpose of performance of Services, Customer shall be liable to ARRIS, without any
restrictions on Customer's liability, for any loss, damage, or expense resulting directly or indirectly
from any delay in delivery of such material or property or any defects therein.
8. Export Restriction. Customer understands that certain products and/or software furnished in
connection with the Services may be subject to export control laws or regulation. Customer agrees that
it will comply with all international, national, federal, state and local laws, as well as all ordinances,
orders, rules, regulations and requirements relating to the export or other regulation of all products
and/or software provided to Customer.
9. Warranty. ARRIS warrants to Customer for a period of 30 (thirty) days after completion of
Services (“Warranty Period”), that all Services performed by ARRIS will be provided in a
workmanlike manner (“Warranty”). Customer must promptly notify ARRIS of any claimed defect in
the Services. ARRIS or its agent may inspect the workmanship. In the event that Customer reasonably
50
determines that any Services has not been performed in a good and workmanlike manner in accordance
with the Warranty, Customer shall promptly notify ARRIS. ARRIS’ sole and exclusive liability for a
breach of Warranty shall be the re-performance of the relevant Services. ARRIS does not warrant that
the Services will meet Customer's or any of Customer’s specific requirements. ARRIS expressly is not
responsible for any problems caused by accident, abuse, or misapplication. ARRIS EXPRESSLY
MAKES NO WARRANTIES WITH RESPECT TO THE GLOBAL EQUIPMENT AND
INFRASTRUCTURE (INCLUDING BUT NOT LIMITED TO SERVER AND STORAGE
HARDWARE, NETWORK CONNECTIVITY AND ACCESS TO THE INTERNET VIA HIGH
SPEED ACCESS) REQUIRED TO HOST THE SERVICES, AND FOR OPERATIONS SUPPORT.
EXCEPT AS SPECIFICALLY STATED IN THIS SECTION, ARRIS HEREBY DISCLAIMS ALL
WARRANTIES, EXPRESS OR IMPLIED, WITH REGARD TO THE SERVICES, INCLUDING
ANY IMPLIED WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT OR
FITNESS OF THE SERVICES FOR A PARTICULAR PURPOSE OR USE, NONINFRINGEMENT, TITLE AND ANY WARRANTIES ARISING OUT OF USAGE OR TRADE.
THIS WARRANTY IS APPLICABLE SOLELY TO CUSTOMER AND NOT TO ANY
SUCCESSOR IN INTEREST OR ANY OTHER THIRD PARTY. NO WAIVER, ALTERATION,
OR MODIFICATION OF THIS WARRANTY SHALL BE BINDING AGAINST ARRIS UNLESS
IN WRITING AND SIGNED BY AN ARRIS AUTHORIZED EXECUTIVE.
ARRIS' entire liability and Customer's exclusive remedy whether in contract, tort or otherwise, for
any claim related to or arising out of breach of Warranty shall be re-performance of Service or credit,
at ARRIS’ discretion. No agent, distributor or representative is authorized to make any war-ranties on
behalf of ARRIS or assume for ARRIS any other liability in connection with any Services.
10. Software License, Intellectual Property ownership & Confidentiality. ARRIS may supply
certain firmware, software and/or related documentation with the Services. Any such firmware,
software and/or documentation, shall be licensed to Customer by ARRIS pursuant to a prevailing
contract between the Parties, or ARRIS Standard Terms and Conditions of Sale, at
http://www.arrisi.com/_docs/tc.pdf. All confidential information, know-how, ideas, programming,
software, copyrighted materials, trademarks, trade secrets, documentation, plan drawings,
specifications, processes, techniques, test results, designs and patterns furnished or created by ARRIS
or by ARRIS’s agents or subcontractors (other than Customer) and all intellectual property (“IP”)
rights embodied therein or in any of the goods, software and/or services, are and shall remain the sole
property of ARRIS and neither Customer nor any other party shall have or acquire any right, title,
license or interest therein, except as specifically provided above or in another duly executed agreement
between the parties. Protection of all confidential information provided by one party to the other in
connection with the Services shall be in accordance with the terms and conditions of Confidential
Information Section below. Except for Customer's internal use, Customer will not use any ARRIS
trademark or trade name for any purpose whatsoever without the previous express written consent of
ARRIS.
11. Limitation of liability. NOTWITHSTANDING ANYTHING TO THE CONTRARY HEREIN,
NEITHER PARTY NOR ITS AGENTS, REPRESENTATIVES OR EMPLOYEES SHALL BE
LIABLE TO THE OTHER PARTY OR ANY THIRD PARTY FOR AMOUNTS REPRESENTING
LOSS OF REVENUES, LOSS OF PROFITS, LOSS OF BUSINESS, PER-USE ROYALTIES, OR
INDIRECT, CONSEQUENTIAL, SPECIAL OR PUNITIVE DAMAGES OF THE OTHER PARTY,
EVEN IF SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
REGARDLESS OF WHETHER ANY REMEDY PROVIDED HEREIN FAILS OF ITS ESSENTIAL
51
PURPOSE, IN NO EVENT WILL ARRIS'S LIABILITY HEREUNDER EXCEED THE
AGGREGATE AMOUNT OF THE SERVICES PURCHASE ORDER GIVING RISE TO A CLAIM,
REGARDLESS OF WHETHER SUCH CLAIM IS BROUGHT IN TORT, CONTRACT OR
OTHERWISE.
12. Indemnification. Each party shall defend, indemnify and hold harmless the other party, its
respective officers, directors, agents, subsidiaries, affiliates, subcontractors, assignees and employees
(“Indemnified Parties”) against all losses, damages, liabilities, expenses, costs (including court costs
and attorney’s fees) claims, suits, demands, actions, causes of actions, proceedings, judgments,
assessments, deficiencies and charges (“Damages”) caused by, relating to or arising from (i) a default
in the performance by such party of its obligations; (ii) a breach of its warranties or representations;
(iii) its negligent acts or omissions; and (iv) its intentional misconduct. Customer shall also indemnify
ARRIS and the Indemnified Parties against any such Damages caused by, relating to or arising from
(i) the programming services offered by Customer or Customer’s programmers which are authorized
for using or take advantage of the Services, including any assertion that any such programming
services involve tortious conduct or the infringement of any third-party rights; (ii) any disputes
between Customer and any of its program distributors or other distributors or affiliates; and (iii) any
disputes or claims involving the subscribers for the programming services of Customer. This
Indemnification Section shall survive termination of Services.
13. Force Majeure. ARRIS is not liable for failure or delay in fulfilling its obligations due to any
causes beyond its control. In the event of any such delay, the date for performance of Services will be
extended correspondingly. In the event ARRIS partially fills Customer's PO, Customer shall,
nonetheless, continue to make payments on ARRIS’ invoices during the period in which the delay is
in effect for those Services delivered. If an event of Force Majeure prevents or delays performance of
Services for more than six (6) months, ARRIS shall have the right to terminate the applicable PO with
immediate effect.
14. Confidential Information. Neither Party will disclose to any third party any information or data
fixed in a tangible medium and marked as confidential or proprietary information of the other Party,
or if provided orally, confirmed in writing to be confidential or proprietary within twenty (20) calendar
days after its disclosure, without the previous written authorization of the other Party, including
without limitation, programs, methods of processing, program design and structure and unique ARRIS
programming techniques (“Confidential Information”). The Parties agree to treat the Confidential
Information as such, prohibit recopying, and use it only in connection with the intended purpose and/or
fulfilling their obligations under an existing PO. Customer shall take all reasonable steps necessary to
abide by the provisions of ARRIS’ security programs in effect from time to time, a copy of which will
be provided to Customer upon request. Customer will return all Confidential Information to ARRIS
upon completion of such purpose or obligations, or upon request of ARRIS. The Parties recognize and
agree that the unauthorized use or disclosure of the Confidential Information may cause irreparable
injury to the other Party for which it could have no adequate remedy at law, and that any actual or
contemplated breach of this Section will entitle the other Party to obtain or seek injunctive relief
prohibiting such breach at any court with competent jurisdiction, in addition to any other rights and
remedies available to it. The obligations herein contained will expressly survive the performance,
termination, cancellation or final payment of Customer’s PO or the Services. The information
contained and provided to Customer based on the Services is ARRIS Confidential Information and its
ownership is not transferred to Customer at any time. Customer may not use ARRIS Confidential
52
Information, completely or in part, for its exclusive benefit or any other purpose rather than the
intended purpose.
15. Notices. Any notice required or permitted to be given shall be in writing, sent by express,
registered or certified mail, return receipt requested, courier service or personal delivery, and shall be
effective upon receipt or refusal. For the purpose of receiving notices hereunder, either Party may
change its address by giving the other party fifteen (15) days prior written notice of its new address.
Notices to the Parties should be sent to the address indicated on the Signature Page.
16. Governing law; Jurisdiction and Venue; Attorneys' fees. Services shall be governed by the
laws of the state of Georgia excluding its conflicts of law rules, and by United States law and
international treaties governing copyrights. The application of the United Nations Convention on
Contracts for the International Sale of Goods is hereby expressly excluded. The Parties hereto shall be
subject to the exclusive venue of jurisdiction of the state and federal courts of the state of Georgia.
Each Party knowingly consents to the personal jurisdiction of such courts, and expressly waives any
defense that jurisdiction or venue is not proper in such courts. The prevailing party in any action
brought relating to or arising out of the Services shall be entitled to recover its reasonable attorneys'
fees and costs incurred in the action.
17. Independent Contractor Status. ARRIS and Customer understand and agree that ARRIS is an
independent contractor with respect to all work performed pursuant to Guide. ARRIS assumes no
obligation of Customer under any federal, state or local law, statute or ordinance relating to workmen's
compensation, disability, old age benefit, industrial safety, or other similar matters.
18. General. These Terms & Conditions constitute the entire understanding between the Parties with
respect to the Services and supersedes all prior and contemporaneous communications. It shall not be
modified except in writing and signed on behalf of Customer and ARRIS by their respective duly
authorized representatives. If any provision herein shall be held to be illegal, invalid or unenforceable,
the remaining provisions shall remain in full force and effect, and the provision shall be deemed
amended to substitute a valid provision so as to implement the intent of the Parties. No waiver of any
breach of any provision of herein shall constitute a waiver of any prior, concurrent or subsequent
breach of the same or any other provisions hereof, and no waiver shall be effective unless made in
writing and signed by an authorized representative of the waiving party. Section headings are intended
for convenience only and shall not be deemed to supersede or modify any provisions. Customer may
not assign the Services without the prior written consent of ARRIS, which consent shall not be
unreasonably withheld.
53

Guide to ARRIS Global Services

Transcription

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