Innovation in Networking
Customer Service
Program
A suite of services tailored to fit all your needs. Expert help, extended longevity, and fine-tuned tools.
Personal Attention Defined.
At Optima, we value our on-going relationship with our customers. Our premium support package is designed to provide expert advice and technical assistance whenever you need it.
HELPdesk Support
Expert advice is only a phone call or e-mail away. We know our products inside out and are ready to help you troubleshoot complex network issues.
- Hours: 9am to 5pm EST, Mon-Fri
- MTTR Goal: 20 minute first response goal for inquiries.
Contact Support
Web Access (24/7)
helpdesk.optimatele.comHardware Warranty
Keep your equipment working longer with various warranty extensions. Protect your field-deployed products beyond the original 1-year factory term.
- ✔ Standard Parts & Labour Coverage
- ✔ Rapid Replacement for Long Repair Estimates
- ✔ Optima Service Center (Markham, Ontario)
RMA Process MTTR Policy
Our Mean Time To Repair (MTTR) goal is 10 business days. We provide refurbished or new replacement units if estimates exceed 30 working days to minimize your downtime.
View RMA InstructionsSoftware Support
Gain access to our engineering resources to ensure your software and firmware keep working at peak efficiency.
Centralized Access
Updated release notes, user guides, and "How To" tutorials available via secure Cloud Storage.
Access the Optima Library
Subscribers are entitled to use the Optima Library - our platform for facilitating the distribution of electronic forms of all user guides, release notes, and technical bulletins.
Login or register at lib.optimatele.com
Access most current documentation 24x7h from any device.
Program Packages
Our premium out-of-warranty services bundle is available in flexible subscription terms to fit your budget.
Annual Subscription
12 Months Premium Coverage
Biennial Subscription
24 Months Extended Coverage (Best Value)
Network Longevity Optimized.
Speak with our engineering support team to see how the Customer Service Program can protect your infrastructure investment.
Work with our team