Customer Support Process

Below please find the Integra Networks Customer Support Process. If you require further assistance, please contact us by email at support@integranetworks.net or by phone using our toll free support number, 1-888-978-4161.

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1. Email Support@integranetworks.net. If the issue reported is an urgent outage, you may follow up with a phone
call to 1-888-978-4161.

2. Include the input to the following questions in your email to start the troubleshooting process:

Questions (*Required Fields for Form)

  • *Account
  • *Phone Number
  • *Email
  • *Serial Number(s) of optics that do not work
  • *Part Number (including platform)
  • *Description of observed failure
  • *Severity (service affecting?)
  • *Is an advanced RMA needed?

Additional Details:

  • Platform
  • Version Software
  • Line Card/Blade/Supervisor Module
  • Can the part get removed from service and shipped back?
  • Was the error observed as part of a new install?
  • When was the first occurrence of the problem?
  • Were there any changes to the infrastructure?
  • Does the same error occur with the OEM?
  • What is the networking topology of the equipment? (ie: part of ring, networking set up)
  • What is the far end connecting device?
  • Are you using a management system to trigger alarms?
  • Upload pictures/screen shots of optics used, DDM values, log files, etc

3. An engineer will follow up with an email or phone call with your case number and request further information if
needed.

Service Levels/Response Time

Business Hours [Via Phone, E-Mail, or Web]

Measure Critical Urgent High Evaluation
Contact Response Time 1-Hours 2-Hours 4-Hours 24-Hours
Resolution Response Time 8-Hours 48-Hours 72-Hours 5-Bus Days
RMA Response Time
Standard (Shipped upon receipt of failed product)
Standard Standard Standard Standard

After Hours / Weekends / Holidays [Via Phone Only]

Measure Critical Urgent High Evaluation
Contact Response Time 2-Hours 4-Hours 8-Hours n/a
Resolution Response Time 24-Hours Next Bus Day Next Bus Day n/a
RMA Response Time
Standard (Shipped upon receipt of failed product)
Standard Standard Standard Standard

4. If an RMA is needed, we will have to determine if an advanced replacement is required.

Advanced RMAs are approved when there is an in-service failure/outage and no back up units are available. A
client signature stating that the returned optic will be sent back to Integra Networks within 10 days will be
required. The authorized signer will receive an email with a link to sign the document online using their
computer mouse. The signer will also receive a copy of the signed document for record keeping (see the sample
signature document below)

After the signature is received, Integra Networks will send replacement unit(s) out in addition to a summary of the RMA
(listing the case number & RMA number) and an UPS label to send in the returned unit(s). Clients are expected to send
back the units to be returned with 10 days from when they receive a RMA number.

Regular RMAs: If a client reports a problem that is not service affecting and/or does not require an immediate
replacement, they will still receive a summary of the RMA (with the case number & RMA number) and a UPS label to
send in the unit(s) for engineering review. Integra’s engineering department will endeavor to issue a resolution as soon
as possible and send corrected unit(s).

Online Signature Example:
Online Signature Example