Agilent Technologies Classic RouterTester System Support & Warranty Helping your team make the most of your RouterTester system investment

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1 Agilent Technologies Classic RouterTester System Support & Warranty Helping your team make the most of your RouterTester system investment Included with every RouterTester system or add-on is a comprehensive warranty and support plan. Additionally, Agilent's Service Solutions help you ensure the certainty, confidence and performance through the entire product lifecycle.

2 Classic RouterTester System Support Your success with the RouterTester system depends on the knowledge and efficiency of your test team, the dependability of your hardware and making sure that your software is up-to-date. Agilent is committed to providing the services you need to make the most of your RouterTester system investment. Classic RouterTester System Support is included with the purchase of any RouterTester system, or add-on product. When we defined the Classic Support level, we took a holistic view of the system and integrated all of the major support elements, including: Web-based support Your first stop for help and information should be the RouterTester website. Much of the support you need can be found at without looking any further....committed to providing the services you need to make the most of your RouterTester system investment Remote system support For a more personal level of support, we guarantee a response within 24 hours via or telephone to your individual support need. Global software warranties, updates and support Included with your RouterTester system purchase is a 90-day software warranty and one year of free software updates. To increase your level of productivity and minimize the software difficulties you may encounter, software support is also offered. Problem resolution, patches and/or software releases, or functional alternatives are among the services offered in the case of software failure. Global hardware warranties The standard RouterTester hardware warranty included with your system purchase is for a period of 3 years from the date of delivery. You can conveniently and cost-effectively extend the support coverage to 5 years by adding an Up-front Repair Option to your RouterTester purchase. To further minimize downtime, we offer an option which includes the delivery of replacement hardware and a Remote Technical Expert to get your system up and running quickly in the case of hardware failure. Calibration services The RouterTester 900 chassis and all RouterTester modules require calibration services every 2 years, or more often as your application requires. Agilent's quality and comprehensive calibration services are available in a number of convenient delivery and coverage solutions and ensure measurement confidence in your RouterTester. 2

3 Web-based Support There is a wealth of knowledge available at your fingertips online at This is a good chance that what you are looking for is just a click away. First time users must register to receive all that our website has to offer: QuickTest library * the Journal of Internet Testing Methodology product information and technical datasheets a comprehensive library of industry-related information technology references application notes information on education and training technology seminar information the latest RouterTester software releases* technical support FAQs and release notes The first two points deserve more explanation. You can unleash the power of the RouterTester in an instant by using Agilent's QuickTest Script Library. QuickTests are a comprehensive set of tools and scripts that automate the testing of routers and networks. The QuickTest includes fully qualified test scripts for functional and performance testing and these scenarios are also published in the Journal of Internet Test Methodologies. Remote System Support Support is available to ensure that your RouterTester has the minimum amount of downtime, allowing you to concentrate on the test and development of your own products rather than on your test equipment. Remote System Support includes the following benefits: a single point of contact for any question or problem remote problem qualification, problem fix or initiating further action ownership and continuous updates until final problem resolution basic measurement assistance to help with specified capabilities operational verification to ensure that the equipment is working properly, including functional verification It s important to have help without having to waste time calling multiple locations in search of an answer. We guarantee a response time of 24 hours or less for all customers and usually you will reach the appropriate support engineer when you first call without having to wait for a return call. In addition to phone and web-based support, you can access Agilent Technologies directly for personalized help via , fax, web-based messaging or regular mail. See the page back for phone numbers or visit * Access to the software download section of the website requires an active Software Enhancement Service account. 3

4 Software Software warranty All RouterTester software is warranted for a period of 90 days warranted to execute and install properly from the media provided. We further warrant that the RouterTester system will not fail to execute its programming instructions due to defects in materials and workmanship when properly installed and used on the device designated by Agilent. However, Agilent does not warrant the RouterTester software will operate in hardware or software combinations outside of those tested and specified supported configurations. Agilent warrants that the software will substantially conform to specifications. Agilent does not warrant the operation of products will be uninterrupted or error-free. After completing the registration via the RouterTester website, the Software Enhancement Service (SES) makes it easy to obtain the latest functionality available on the RouterTester products. The SES allows you to: maintain the competitive advantage by ensuring your system is current receive updates that adhere to the evolving protocol standards and RFCs increase productivity as soon as enhanced software functionality is available take advantage of Agilent s continuous efforts to fix defects and improve usability in the applications simplify the administrative and ordering process though a software update service At the conclusion of the initial free year of software updates, you can purchase a renewal to your entitlement for the Software Enhancement Service (E7899B). Additional years of the SES may also be purchased up-front at the time of system purchase. Software updates With the purchase of any new RouterTester system, you are entitled to receive 1 year of free software updates. This includes all applicable software revisions, fixes and enhancements during that time period. To receive your software updates, you must register for a Software Enhancement Service (SES) contract. Registration for the Software Enhancement Service provides you with access to the software download area of the RouterTester website, assurance that your updated media kits will be shipped properly and provides automatic notification of all major new release and service packs. 4

5 Software support Support levels vary for Agilent RouterTester software, dependent on the revision in use. Full support period for software For the most recent major release of RouterTester software, Agilent will investigate all defects and operational problems reported through the technical support channels. Upon completion of the investigation, Agilent will provide you with a definitive answer regarding work-arounds, functional alternatives, etc. Where possible, Agilent will provide patches and/or software releases to address problems caused by defects in the software. Limited support period for software Limited support is available for the previous two major releases. This includes access to the existing patches for the previous two releases, web-based assistance, and answering how-to questions. Not covered during this period is expertise or resources for investigating, troubleshooting or resolving newly discovered defects. End-of-support End-of-support is when the RouterTester software is no longer officially supported. This occurs when the software release is at least three versions back from the latest release. Support for software during the End-of-support period is given on a best-effort basis. This means that support levels vary based on the version of the software in use. Hardware Warranty Standard Warranty All RouterTester hardware is warranted against defects in materials and workmanship for a period of 3 years from the date of delivery. During the warranty period Agilent will, at its discretion, repair or replace the defective RouterTester hardware covered by this warranty. The repair provided under the standard warranty will normally require return of the defective hardware to the designated Agilent Service Center. As part of this standard warranty, Agilent will make all reasonable efforts to repair or replace and return the Agilent hardware, freight prepaid, within ten to fifteen (10-15) business days after receipt. Extended repair coverage At the time of initial system purchase, you may choose to purchase an Upfront Repair Option (R-51B) that provides 2 years of repair coverage after the standard 3-year warranty period effectively providing you with 5 years of peace-of-mind coverage. This convenient service helps ensure maximum availability and performance of your RouterTester system and provides significant savings over a per-incident repair service. 5

6 Express Exchange Hardware Warranty At the time of initial system purchase you may also choose to convert your standard 3-year hardware warranty into the RouterTester Express Exchange Hardware Warranty for a period of one year by purchasing Option W82. This warranty provides advance shipment of a permanent replacement for RouterTester products covered under the converted warranty. With a delivery time of only 2-3 days*, the RouterTester Express Exchange warranty is designed for maximum system uptime. In the event of a hardware failure, as determined by remote troubleshooting and diagnosis, the assigned Agilent Technologies Remote Expert will dispatch replacement hardware to your site. Agilent Technologies will replace defective hardware with new or refurbished like-new hardware. The replacement hardware will have a different serial number than the defective hardware and all defective hardware will become the property of Agilent. Return shipping is provided free of charge under the RouterTester Express Exchange Warranty. If the defective hardware is not returned within 30 days, you will be charged for a price-equivalent of a new product. As always, our Remote Expert technical support is available as necessary to ensure proper system operation. At the end of the initial converted warranty, you may wish to renew your entitlement for the RouterTester Express Exchange Warranty. Express Exchange Hardware Warranty Designed for maximum system uptime, this warranty offers: advance shipment of a permanent RouterTester replacement delivery time of only 2-3 days* return shipping costs covered by Agilent additional Remote Expert technical support to get you up and running again with your new hardware option to renew at the end of one year Calibration services RouterTester products with calibration requirements should be calibrated every 2 years. These include the RouterTester 900 chassis and all RouterTester modules. The calibration services are provided on an as-needed basis and will normally require return of the hardware to the designated Agilent Service Center. Calibration is not part of the standard warranty, but is available as per-incident or contractual services. Agilent's quality, performance-based calibration services are provided as needed, typically as a return-to-agilent service. A calibration service will provide performance and operational verification testing such as checking optical output power, receiver sensitivity, external clock inputs, and trigger and ensures optimum performance and accuracy of your RouterTester system. * Dependent on geographical availability 6

7 At the time of the initial hardware purchase, you can choose from one of several convenient options to cover your calibration requirements: 3-year calibration coverage 5-year calibration coverage These services provide complete coverage of the required calibrations in the covered period and provide significant savings over per-incident service. Or you may choose: per-incident calibration service on-site calibration services* Repair service Agilent is the safe choice for your RouterTester repair needs. Agilent s repair technicians, located around the globe, are fully trained in the latest technologies and have access to the latest automated test verification systems for quality assurance. Post-repair calibration can also be provided for full standards traceability. The Agilent Service Center Repair Service includes all labor, parts and materials necessary to return your RouterTester to full functionality. It also includes the diagnosis and correction of product malfunctions and failures. All replacement parts used in the repair service will be new or equivalent-to-new. At the time of repair, additional service designed to minimize product failure and extend useful product life may be performed, such as cleaning, adjusting, lubricating, inspecting and testing. Upon completion of the repair you will receive: complete diagnosis and repair of your equipment report of the work performed 90-day warranty on the repair information on the status of your repair over the phone or on-line at Besides our convenient upfront options described earlier, Agilent's quality repair services are available as per-incident or support agreement services. Need more help? As mentioned early, these are only the inherent services that come with your RouterTester purchase. Agilent can also help with: product training technology training custom consulting scripting creation of test plans plus much more... Please contact your local sales representative for more information. Ordering information To order any service options, or to obtain pricing information, please contact your local Agilent Technologies sales representative. * Dependent on geographical availability 7

8 United States: Agilent Technologies Test and Measurement Call Center P.O. Box 4026 Englewood, CO Canada: Agilent Technologies Canada Inc Matheson Blvd. E Mississauga, Ontario L4W 5M Europe: Agilent Technologies European Marketing Organisation P.O. Box AZ Amstelveen The Netherlands (31 20) United Kingdom Japan: Agilent Technologies Japan Ltd. Measurement Assistance Center 9-1, Takakura-Cho, Hachioji-Shi, Tokyo , Japan Tel: (81) Fax: (81) Latin America: Agilent Technologies Latin American Region Headquarters 5200 Blue Lagoon Drive, Suite #950 Miami, Florida U.S.A. Tel: (305) Fax: (305) Asia Pacific: Agilent Technologies 19/F, Cityplaza One, 1111 King's Road, Taikoo Shing, Hong Kong, SAR Tel: (852) Fax: (852) Australia/New Zealand: Agilent Technologies Australia Pty Ltd 347 Burwood Highway Forest Hill, Victoria 3131 Tel: (Australia) Fax: (61-3) Tel: (New Zealand) Fax: (64-4) Agilent s RouterTester system Agilent's RouterTester system offers a powerful and versatile test platform to address the evolving test needs of metro/edge platforms, core routers and optical switches. RouterTester provides Network Equipment Manufacturers and Service Providers with the industry's leading tools for wire speed, multiport traffic generation and performance analysis of today's networking devices. Warranty Agilent s standard warranty services are subordinate to all local government laws. Copyright Agilent Technologies, Inc Specifications subject to change November 13, EN