Meru Maintenance Services
All Meru installations are supported for 12 months, with continued support contracts available in 12 month increments. MeruAssure Support offers additional peace-of-mind for access points, controllers, software or all three. In addition to a comprehensive online knowledge base, MeruAssure benefits include:
24/7 Live Support
Meru's support engineers are always available to help customers, with support centers in Sunnyvale, California and Chennai, India. Support is available 24 hours every day of the year. Meru support engineers have immediate access to Meru technologists and management to resolve any issues that may arise.
Software Feature Releases
Meru is constantly innovating, with new features regularly added to the System Director operating system and its application modules. MeruAssure customers have free access to the latest releases and features.
(Optional paid service) Meru will dispatch a trained service specialist to assess, diagnose and repair network problems if necessary. For problems that don't require the physical presence of a Meru engineer, Support can log in to a customer's controllers for remote monitoring and troubleshooting.
Premium Support Services
Beyond this basic support, customers can choose extended support services to ensure the reliability of their wireless networks based on their specific needs. Meru Assure Premium Support includes Enhanced, Business Critical, and Mission Critical options.*
* Some services may not be available outside of the US. Please contact your local sales representative for more information.
|Advanced Harware Replacement||Yes|
|24/7 Technical Support||Yes|
|Web Support Portal||Yes|
|Service Account Manager||Yes||Yes||Yes|
|On-site Network Assessment & Performance Tuning||Annual||Quarterly||Quarterly|
|Network Assessment Reports||Annual||Quarterly||Quarterly|
|Direct Tier-2 Support Access||Yes||Yes||Yes|
|Assigned Tier-2 Support Engineer||Yes||Yes|
|Dedicated On-site Senior Support Engineer||Yes|