Prism understands that the PrismX Service provided is of critical importance to the business of the customer. Prism Support Program provides a reliable technical support to meet the requirements for different complicated scenarios. Prism’s qualified technical engineers could solve any problem while customer using the products.

Prism will provide and maintain the PrismX service used by the customers, including:
• Initial installation of software.
• Provision and installation of updates, upgrades, and bug fixes on a regular basis.
• A ticketing system reflecting the priority levels to maintain, and the reported issues and service requests.
Routine operations (e.g., backup, cleanup).
• Ensure relevant software and interfaces are available to the customer.
• Take steps to escalate and resolve issues in an appropriate, timely manner.

Customers must purchase support for their products including access points, switches and controllers in order to acquire a Prism Support Program.
With regards to software, *Prism do not charge any license fee.
With regards to controller and switch, customers must purchase support for all controllers and switches.

The Dedicated Account Manager (DAM) is mainly responsible for ensuring all customer’s requirement are met and assist customers all kinds of service-related request including hardware and software support. Following is the DAM main responsibility:

• Case management, operational reporting,
• Weekly con-call to discuss operation business
• Monthly base report about the service requests received and handled
• Quarterly business review
• Support customer’s overall planning

The Prism TAT takes responsibility of problem solving for Prism customers and partners, the assigned Prism TAT engineer will engage all available resources within Prism technical group to provide a proper solution to reported case. Make sure to close the case as soon as possible. To ensure you receive the best and most efficient assistance from our TAT engineers, provide as much detail as possible when reaching out to TAT. The engineer will update customers via e-mail, telephone, or the tracking system so that you can check if the problem is thoroughly solved.

The technical support is a service provided by Prism that supports the customer of technology products or services, can be delivered in a variety of ways, depending on the support level or tier. For this, after customer provides first-level and second-level support itself, Prism would provide standard operations (e.g., routine maintenance, bug fixes, updates) and third-level support.

Response times marked RBO (regular business operation) apply during regular Taiwan business hours (9am – 5pm) on Taiwan business days. Response times marked 24/7 apply during any calendar day.
Response times are measured using the Prism’s support ticketing system, which tracks all issues from initial reporting to resolution. It is vital the customer raises every issue via this system. If not, the guaranteed response time does not apply to that issue.

Prism will always endeavor to resolve problems as swiftly as possible. It recognizes that the customer’s computer systems are key to its business and that any downtime can cost money and risk customer’s business. However, the Prism is unable to provide guaranteed resolution times. The Prism will provide a warm stand-by configuration of PrismX service and automated fail-over mechanisms on infrastructure provided by the customer at customer’s own cost.
For issues of priorities 1 to 4, the Prism will actively support and closely work with the customer to resolve problems jointly as quickly as possible.

To minimize the downtime of the system, Prism will educate customer to provide first-level and second-level support itself while Prism will provide standard operations (e.g., routine maintenance, bug fixes, updates, upgrades) and third-level support. For this, the Prism will provide customer with standard procedures for operations and issue resolutions. Prism will further hold one (1) education days on PrismX service operations and issue resolution per quarter during once operational/productive. Prism will organize these education days preferably at the customer’s location.

Software release depends on request, Prism provide upgrade when bug fixed or function improved.
● Prism provide patches to update controller and AP.
● Controller will check AP’s software version and notify administrator if AP should upgrade to latest version.
● Current OTA mechanism is to stay current FW version or update to the latest FW version.

All returns must be accompanied by an RMA form with a valid Return Material Authorization (RMA) numbers in advance issued by Prism Technical Team. To initiate the RMA process, contact the Prism technical team via the phone or mail. See Prism- RMA form for details.
● Lifecycle: 5 years.
● Orderable Life: 3 years
● End of Sale(EOL) NOTICE: 6 months ahead letter notice .
● EOSL : 3 years after EOL.

All replacement products are shipped with the original container (or equivalent), RMA numbers and any applicable documentation. It may be required to pay the return shipping charge. Customers must deliver the defective product along with the RMA number to the shipping address provided by Prism.