Support Services for TCC Hardware
At TC Communications, 6 months of support is included with every equipment purchase. If you are looking for additional support, you may upgrade to a Level 1, 2, or 3 support contract.
Here are some great support features that you don't want to miss out on:
24/7 Phone Support
Advance Replacement on Spares
Detailed System Dossier
Annual System Review
On-Site/Remote Training
10 Year Extended Warranty Available
Software Updates & Features
Additional Services
Upgrade Your Support Contract
Included support (Level 0) runs for 6 months from shipment and may be upgraded to a Level 1, 2, or 3 support contract at any time.
Receive an additional 6 months of support when you upgrade your contract for at least 3 years to the next level up before the end of your first 6 months of included support.
Watch our YouTube video for an overview of our Support Contracts.
Access to Support Website
All levels will receive a login for users for TC Communications' Support Site, which include's product information, firmware updates, FAQs and videos.
Technical Support
Technical support hours will vary between Level 1-3 with guaranteed response times and on-site support options. Technical support is provided by phone and email during the following times:
- Guaranteed response time
- 3 options for technical support hours:
- Level 1: Normal business hours are: M-F from 8am to 5pm PST - excluding holidays
- Level 2: Extended business hours are: M-F from 7am to 10pm PST - excluding holidays
- Level 3: 24/7
Support provided is for the TC Communications equipment only. If support is required on equipment outside the provided TC Communications system (e.g., other devices on the customer’s IP network) then this will be provided on a ‘best endeavors’ basis and such work will be chargeable1.
Warranty Support and Shipping
- All products included in the TC Communications support contract will have the standard factory warranty extended after the initial 5-year period has expired.
More information about TC's warranty and return policy can be found here.
- Advance replacement of failed equipment is available where replacements are sent immediately on notice of a customer device failure.
- At level 3, a full stock of spares for a customer system is kept on hand at TC Communications HQ ready for overnight shipment.
System Dossier and Review
All systems covered by a support contract will have a system dossier prepared.
System dossier may include the following sections:
- Changes and approvals
- System block diagram
- Equipment at each site
- Power requirements
- Temperature hardening
- Parts list
-
Network requirements
- Link budget and link requirements
- IP Map
TC Communications will review your system and provide engineering suggestions depending on support contract level.
Firmware Support
- All levels of support contract provide access to updated software as available for any reported bugs that affect correct operation.
- TC Engineering assistance for any software or firmware upgrades are available within the support contract support hours.
Training
Virtual and on-site training are available depending on the support contract level. Up to 8 hours of refresher training is available virtually for customers with level 2 or level 3 support. For customers with level 3 support, an additional 4 hours of on-site refresher training is provided.
The customer may request which refresher training is provided, or alternatively TC Communications will recommend this training. Refresher training is for customer staff that have previously completed TC Communications training successfully.
Support Services for TCView®
TCView is a software that is designed to track firmware versions and store backup configurations as well as managing TC Communications JumboSwitch remotely. Update firmware and power cycle products located 100 miles away.
More information on TCView can be found here.
Support for TC Communications' TCView software is provided under a Level 0 support contract (‘Included’ column below).
Included support runs for 12 months from shipment and may be upgraded to a Level 1-3 support contract at any time.
| Included (Level 0) | Level 1 | Level 2 | Level 3 | |
|---|---|---|---|---|
| Software updates | ||||
| Software bug fixes | ||||
| Version updates | ||||
| Support | ||||
| Phone support during normal business hours (M-F, 8am to 5pm PST, excluding US holidays) | ||||
| Tech standby during system and firmware updates (normal business hours) | ||||
| Phone support for extended business hours (M-F, 7am to 10pm PST, excluding US holidays) | ||||
| Phone support 24/7 | ||||
Software Support
- All levels of support contract provide access to updated software as available for any reported bugs that affect correct operation.
- In addition, technical support will be available to assist the customer when upgrades are being performed. This support will be available as per the times defined based on the level of support contracted.
Training and Education
TC Communications offers training sessions tailored to meet our customers' level of expertise and specific JumboSwitch® application. Sessions run from one to three days. Contact us for more details.
Frequently Asked Questions
Check this page for common questions on TC Communications and JumboSwitch®, our industrial Gigabit Ethernet modular switch products.
Warranty & Return Policy
All TC Communications products are covered by a five year warranty. Product returns must be pre-approved by our Customer Service Department and accompanied by a Return Material Authorization (RMA) number.
