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Get proactive with your support

Calix Proactive Alerts is here
to revolutionize traditional
break-fix experience

Stay ahead of potential threats to your network.

Read Solution Brief

Get proactive with your support

Calix Proactive Alerts is here
to revolutionize traditional
break-fix experience

Stay ahead of potential threats to your network.

Read Solution Brief
 

Calix Support Services

How do you transform and empower your
Broadband Operations teams?​

Take your support experience to the next level with services that help you scale your operations, confidently add new technology,

grow new markets, and get proactive with your subscriber experience.
 

Calix Support

Calix Support is focused on the success of our customers and improving their ability to provide a superior subscriber experience. Calix Support customer satisfaction rating of 94 percent is testament to the speed and resolution capabilities of our experienced team of engineers and the meticulous approach they take to making sure your problem is addressed and resolved fast.​
Download Solution Brief
 
 
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Calix Support program levels match your operational needs

Calix Premier and Essential Support Intelligent Access EDGE, Revenue EDGE, and traditional platforms are designed to provide the support to match your operational objectives for fast response and resolution of your service and subscriber affecting problems.​

Features included
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Helping you get proactive
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An extension of your operations team
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Premier Support

Premier Support is for innovative BSPs who value faster, live access to top level support. Premier Support streamlines your operations, fills in staffing knowledge gaps, and partners with you to be more proactive in managing your network. Premier Support is ideal for BSPs extending layer 3 capabilities into the access, building into new markets, or implementing new platforms like Intelligent Access EDGE​
 
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Calix Premier Support has the following features in addition to the base line support program features

  • Respond to any Service Affecting issue under 30 minutes ​
  • Direct, live follow up by Calix Support Engineering Specialist working on your problem​
  • Info Requests within 2 hours​
  • Experience Innovation Platform software updates/GigaSpire software update (4 times per year)​
  • Bi-weekly Support Engineering Specialist Office Hours​
  • 25 percent discount on Education Services select courses​
  • Proactive alerts: TAC assisted onboarding along with curated and contextual Critical and Major alerts delivered directly to your team in addition to direct, live notifications from Premier TAC team on Critical alerts​
  • Calix Community Premier Group moderated by Calix Support Engineering Specialists
 
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improvement
in response time

 

WCTEL says Premier Support was one of the best decisions made

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improvement
in mean-time-to-repair

Download Citizens Case Study

Essential Support

Essential Support is for BSPs who are looking for guidance only when needed, but still value a great subscriber experience and fast response to critical issues impacting their network. The Essential Support level provides BSPs the assurance that critical, major or minor incidents are assigned to a Calix Support Engineer in a timely​ manner and being promptly handled.
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Calix Essential Support has the following features in addition to the base line support program features

  • Follow-up by Calix Support Engineer​
  • Case assignment notification by email​
  • Critical—30 minutes​
  • Major—60 Minutes​
  • Minor—6 hours​
  • Info Requests—12 business hours​

Support for Managed Services

managed-services

Calix Support for Managed Services makes maintaining new partner-based Calix managed services (Arlo Secure, Bark, Servify Care) seamless and exceptional for your subscribers. Support for Managed Services includes:​​

  • Continuous coverage for Calix Deployment and Support Cloud issues with your Calix managed services offering​​
  • Constant monitoring between Calix Cloud and partner’s managed services cloud to ensure interoperability​
  • Works for you behind the scenes making sure open issues with partner managed services are resolved

Service Delivery Manager (SDM)

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The Service Delivery Manager (SDM) is a named resource dedicated to your operational success. The SDM is your advocate and case manager on issues that are critical to your organization. They accelerate problem resolution and share best practices through regular engagements with your team to streamline your operations and drive efficiencies.​

  • Hands on case management for all Calix Support incidents​
  • Designated Single Point of Contact and advocate on escalations​
  • Technical information resource and hardware, software and Cloud advisory updates​
  • Reporting on operational performance and business goals​
  • Quarterly business reviews
Download Solution Brief

Network Engineer

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A Calix Network Engineer is an extension to your operations and engineering providing instant expertise on your Calix access network, premises and Cloud solutions. Leverage them part-time or full time depending on your needs.​

  • Shared or full-time, virtual or on-site​
  • Guidance on support and maintenance of your Calix solutions​
  • Network evaluation and best practices recommendations on network health and performance​
  • Software update planning and guidance​ 
  • New product introduction guidance and planning
Download Solution Brief
 

Calix Support is focused on the success of our customers and improving their ability to provide a superior subscriber experience

The customer satisfaction rating of 94 percent is testament to the speed and resolution capabilities of our experienced team of engineers and meticulous approach to making sure your problem is addressed and resolved fast.
 
 

 

""Moving to Premier Support was one of the best decisions we've ever made!"

—Troy Mack, Network Operations Manager WCTEL
Watch Video
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AcenTek speeds problem resolution and technology deployments with Calix Premier Support and Service Delivery Manager.
Read Case Study
 

 

Citizens Telephone Cooperative partners with Calix Premier Support—Improves mean time to restore by 88 percent
Read case study
 

Hardware Extended Warranty Support Program

Assurance, investment protection, and predictable replacement costs are all important to minimizing risk. The Extended Warranty Support Program does all that for your Calix hardware.    

How can I control costs and protect my investment?

We have an economical and flexible program to extend the warranty for your hardware. With our Extended Warranty Support Program, you get uninterrupted coverage for the longest possible period at the lowest possible cost for your Calix hardware.

Can warranty pay for itself?

Extended Warranty coverage can pay for itself with as little as two out-of-warranty repairs. Why would you not get coverage? Ask for your no charge Extended Warranty Assessment.

Is my Calix investment covered?

We’ll send you quarterly notices when your Calix hardware is coming off warranty support, or you can contact us now to find out how easy it is to get covered.
Protect My Investment Download Solution Brief
 

Related Services

Customer Success Services By proactively partnering with you to define your success goals and continuously align your people, processes and systems to meet them, we are driven to help you achieve greater results
Education Services Arm your team with the essential knowledge and expertise to successfully deploy and run your next generation networks
Professional Services Overcome barriers to business transformation and offer the latest services faster than you ever thought possible