AirDefense Services Platform Software Support

Support

Get instant access to the information and resources you need to keep your Motorola products operating at peak performance. Support Central is your one-stop location for product manuals, software downloads and developer tools — and for registering products, requesting repairs and checking the status of requests.

Services: Details

Critical service for a critical solution
You count on Motorola’s AirDefense Services Platform for seamless integration of your wireless security monitoring, policy and compliance reporting, and multi-vendor WLAN infrastructure management — and to protect your wireless network infrastructure and traffic against a wide variety of security threats. Now get the support you need to maintain up-to-date protection with AirDefense Services Platform Software Support. This service provides online access to critical software updates and around-the-clock access to technical support engineers plus access to support tools and other product information on the Web. Help ensure maximum availability and reliability for your AirDefense Services Platform — and maximum protection for your enterprise — with this high-value service.

The support you need… whenever you need it
Essential wireless monitoring solutions require around-the-clock support — and Motorola’s AirDefense Services Platform Software Support delivers, providing telephone and email support 24 hours a day, 7 days a week, 365 days a year. Your call will be routed to a technical support engineer who will immediately begin to assess the possible causes for your software operational issues, and will manage the problem through to resolution. And if needed, your call will be escalated to higher-level engineering teams to help ensure issues are resolved quickly to keep your network secure against the constantly changing wireless threats.

Up-to-date protection against the latest security threats
This critical support service provides full access to technical resources and updates throughout the term of your service contract, providing the peace of mind that comes with knowing you have protection against the latest wireless security threats and attacks. With AirDefense Services Platform Software Support, you are entitled to wireless threat updates and access to entitled software releases — from software updates to maintenance releases — available from our password-protected website.

Resources

Get instant access to the information and resources you need to keep your Motorola products operating at peak performance. Support Central is your one-stop location for product manuals, software downloads and developer tools — and for registering products, requesting repairs and checking the status of requests.

Services: Coverage

Availability
Motorola AirDefense Services Platform Software Support is available worldwide. For complete program details and information about availability in a specific country, please contact your local Motorola representative or visit www.motorola.com/enterprisemobility/contactus

Feature

Access to software releases The most cost-effective means to keep your system updated; helps provide maximum protection against emerging network security threats One call does it all Simplifies support — just one call initiates service through to resolution Priority call handling Immediate routing to a technical specialist combined with a defined escalation path ensures that you get the answers you need 24x7x365 support availability Provides crucial around-the-clock service to ensure maximum uptime for your WLAN infrastructure Unlimited number of cases per month Helps ensure access to service whenever you need it for single upfront cost Easy access to online, self-service web portal Stay current with easy, anytime access to essential support tools and resources — including updates and patches, product documentation, release notes and more

Services: At a Glance

Deliverable WARRANTY AIRDEFENSE SERVICES PLATFORM SOFTWARE SUPPORT Length of time 90 days One and three year service agreements Service window 9 hours (Customer’s local time 8 a.m.–5 p.m.) 5 days (Monday–Friday) 24 hours, 7 days (Monday–Sunday)1 Telephone response time Next business day Immediate routing to a technical support engineer Telephone assistance for reproducible non-conformance issues · · Access to service releases identified by our technicians to address a specific reproducible non-conformance issue (“software patch”) · · Access to software releases (includes maintenance releases and patches)   · Access to all wireless threat updates (corrective actions for recently discovered security vulnerabilities)   · Unlimited support requests   · 1 Local language support is provided during standard business hours Monday–Friday 8 a.m. to 5 p.m. (customer’s local time) in North America and Latin America (NALA), Monday–Friday 8 a.m. to 7 p.m. (CET) in Europe, the Middle East and Africa (EMEA), and Monday–Friday 8 a.m. to 8 p.m. (Australian EST) in Asia Pacific (APAC). After-hours support is provided through the Motorola Enterprise Mobility support center in English only. In addition, e-mail support is only provided Monday–Friday 8 a.m. to 7 p.m. (CET) in EMEA and Monday–Friday 8 a.m. to 8 p.m. (Australian EST) in APAC.