Proof of Concept - ARRIS · CommScope Legal Statements © 2019 CommScope, Inc. All rights reserved....

COMMSCOPE

Guide to Technical Services October 2019

CommScope Legal Statements

© 2019 CommScope, Inc. All rights reserved.

CommScope and the CommScope logo are trademarks of CommScope, Inc. and/or its affiliates.  All other trademarks are the property of their respective owners.

No part of this content may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from CommScope, Inc and/or its affiliates (“CommScope”). CommScope reserves the right to revise or change this content from time to time without obligation on the part of CommScope to provide notification of such revision or change.

CommScope provides this content without warranty of any kind, implied or expressed, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose.  CommScope may make improvements or changes in the products or services described in this content at any time. The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice.

Revision History

Revision Date Summary

1.0 July 31, 2018 Initial Draft

2.0 June 30, 2019 Updated edition

3.0 Oct 1, 2019 Updated edition

Document Classification: For Internal and External Distribution © 2019 CommScope, Inc. All rights reserved

Guide to Technical Services 3

Table of Contents

CommScope Legal Statements ................................................................. 2

Quick Start ................................................................................................... 6

To Open a Severity 1 or 2 Technical Support Case ............................................................ 6

To Open a Severity 3 or 4 Technical Support Case ............................................................ 6

To Request an RMA ................................................................................................................ 6

To Escalate an Issue to Management ................................................................................... 6

CommScope Technical Services .............................................................. 7

Service-Level Agreements ...................................................................................................... 7

Repair Services ......................................................................................................................... 7

Professional Services ............................................................................................................... 7

Knowledge Services ................................................................................................................ 7

Definitions ................................................................................................... 8

Service-Level Agreement ........................................................................ 11

SLA Entitlements.................................................................................................................... 11

Using Your Service-Level Agreement ................................................................................. 11

Declining Your Service-Level Agreement .......................................................................... 11

If Your Service-Level Agreement Has Lapsed.................................................................... 12

Signature Page ...................................................................................................................... 12

Technical Support .................................................................................... 13

Overview of Technical Support Services ............................................................................ 13

CommScope Product vs. Solution Support ....................................................................... 15

CommScope Product Support ............................................................................................ 15

CommScope Solution Support ............................................................................................ 15

Solution Support Activities .................................................................................................. 15

Customer Responsibilities in Solution Support ................................................................ 16

CommScope Solution Lab Validation Services.................................................................. 17

Customer Data Security ........................................................................................................ 17

Tracking Support Issues ....................................................................................................... 18

Before You Contact CommScope Support ........................................................................ 18

Opening a Technical Support Case .................................................................................... 19

Telephone Requests ............................................................................................................. 19

Web Requests ........................................................................................................................ 19



Register for AskARRIS (Existing Users) ............................................................................... 19

Register for AskARRIS (New Users)..................................................................................... 19

E-mail Requests ..................................................................................................................... 20

Support in Languages Other than English ......................................................................... 20

Support for Third-Party Products ....................................................................................... 20

Collecting Information .......................................................................................................... 20

Setting the Severity ............................................................................................................... 21

Severity Levels and Response/Restoration Times ............................................................. 22

Diagnosing the Problem ...................................................................................................... 23

Reviewing the Progress and Actions .................................................................................. 23

Technical Support Management Escalation ...................................................................... 23

Support for Discontinued Products .................................................................................... 24

On-Site Support Policy ......................................................................................................... 24

Software Services ..................................................................................... 25

Software Warranty ................................................................................................................ 25

Accessing New Software Releases ...................................................................................... 25

Repair Services .......................................................................................... 26

How to Request an RMA ...................................................................................................... 26

New Hardware Warranty Terms .......................................................................................... 26

Repaired Product Warranty Terms ..................................................................................... 27

Types of Hardware Failures .................................................................................................. 27

DoA Replacement Process (See ‘How to Request an RMA’)............................................. 27

Replacement notification, RMA # and Shipping Instructions ......................................... 27

Standard Repair Process (See ‘How to Request an RMA’) ................................................ 28

CommScope Verifies Warranty Status ............................................................................... 28

You Receive your RMA # and Shipping Instructions ........................................................ 28

CommScope Screens, Repairs, and Returns ...................................................................... 28

Advanced Replacement Process (See ‘How to Request an RMA’) ................................... 29

Advanced Replacement Options ........................................................................................ 29

Technical Support Verifies your Need for a Replacement ............................................... 29

You Receive your RMA # and Shipping Instructions ........................................................ 29

Shipping Instructions ............................................................................................................ 29

Advanced Replacement Terms and Conditions ................................................................ 30

General Repair Terms and Conditions................................................................................ 30

Repair Charges Outside CommScope Standard Warranty .............................................. 30

Shipping Delays ..................................................................................................................... 31

Freight and Customs ............................................................................................................ 31

COTS Servers Warranty Information................................................................................... 31

Repair Services Management Contacts .............................................................................. 32



Professional Services ............................................................................... 33

Knowledge Services ................................................................................. 35

Documentation ...................................................................................................................... 35

Technical Training ................................................................................................................. 35

Technical Services Terms and Conditions ............................................. 37



Quick Start

Chapter 1

Quick Start

Please have your service-level agreement ID ready before you call. If you do not know your ID, please contact your sales representative or CommScope TAC.

To Open a Severity 1 or 2 Technical Support Case • Call TAC at 1-888-944-4357 or 215-323-2345

• Call Technical Support Phone Contacts

To Open a Severity 3 or 4 Technical Support Case 1. Login to AskARRIS. CommScope Technical support will help you obtain your agreement ID(s)

and to register for AskARRIS.

2. Email Technical Support Email Contacts

3. Call TAC at 1-888-944-4357 or 215-323-2345

4. Call Technical Support Phone Contacts

To Request an RMA Please download the RMA Request Form, complete it, and email it to [email protected]. You may also request an RMA by calling TAC.

To Escalate an Issue to Management • Call TAC at 1-888-944-4357 (24x7x365). TAC will have the latest technical support escalation

contacts and is your best resource.

• Repair Services – Repair Services Management Contacts

http://www.arris.com/globalassets/arris_combined_contact_information-phone.pdf

http://www.arris.com/globalassets/arris_combined_contact_information-email.pdf


mailto:[email protected]



CommScope Technical Services

Chapter 2

CommScope Technical Services

CommScope Technical Services presents this guide as a reference to help you take full advantage of the services provided by our team, including:

Service-Level Agreements • Technical Support and Software Maintenance.

• Repair and Replacement Agreements.

Extended Warranty - functionally equivalent replacement part received within 30 days of CommScope’s receipt of the defective part.

Advanced Hardware Replacement - functionally equivalent replacement part shipped within the contracted number of days of RMA assignment. Options include two-business-day, next-business day, and other options that may be quoted on request.

Repair Services • Repair and Replacement Services

• CommScope CPE-specific Services

Professional Services • Planning, Design, Implementation, and Operation; System Integration, and Staff Augmentation

Knowledge Services • Training

• Product Documentation



Definitions

Chapter 3

Definitions

“Technical Support” or “CommScope” means CommScope Technical Support engineers and/or its designated affiliates in any CommScope location.

“Business Days” means Monday through Friday, except for local CommScope-observed holidays.

“Non-Business Days” means Saturdays, Sundays, and local COMMSCOPE-observed holidays.

“Customer Induced Damage” or “CID” means including but not limited to lightning damage, infestation, liquid damage, abuse, corrosion, damage due to the environment, any tampering done to enhance or repair the unit by an unauthorized person including the Customer or any other exclusion described in the Guide to Technical Services or standard Terms and Conditions. CID may also be defined as an action taken by the Customer which results in issues, if the customer has been provided with a quote for CommScope to perform such action, or if the Customer has received advice or a recommendation from CommScope not to proceed with the action.

“Customer Premise Equipment” or “CPE” refers to a Product group used at a consumer’s site such as a modem, set top box, wireless gateway, or any other device located at an end-customer’s site.

“Dead-on-Arrival” or “DoA” refers to a new hardware unit that fails within 30 days of shipment from CommScope.

“Generally Available” or “GA” refers to a software or firmware release (Update or Upgrade) that has been developed for and released to all customers.

“Hardware” means equipment designed and manufactured by CommScope, or other manufacturer's equipment, offered for sale by CommScope to Customer.

“No Problem Found” or “NPF” refers to devices received for replacement that are found to be in good working order.

“Product” is any combination of CommScope hardware and/or software products, sold to customer by CommScope, CommScope subsidiaries, or authorized resellers of CommScope. Products produced by CommScope but not sold by CommScope or its authorized subsidiaries or resellers and not covered by this Guide.

“Product Documentation” is the product documentation that CommScope deems necessary for successful use of an CommScope Product. Product documentation can be delivered by downloading from our customer website, or included with a software build, or may be available in electronic format on CD-ROM in limited instances.

“Root Cause Analysis” or “RCA” is the CommScope ISO process used to understand the cause of a S1 Critical issue. Prerequisites for RCAs include an S1 case having been opened by the customer within 1 (one) hour of issue occurrence, remote access to the customer network within that initial hour, customer provision of logs and/or captures relating to the issue, CommScope’s receipt of



Definitions

affected hardware, and other data as requested by CommScope. RCAs cannot be performed if all the required data and equipment is not made available or if the issue cannot be reproduced. For some issues, no root cause can be determined. RCAs are provided on agreement between CommScope and the Customer that the effort is necessary and only using CommScope ISO FRM0087.

“Request for Feature” or “RFF” is a request by the Customer for a specific feature/functionality to be added to the Product that is captured in a Severity 4 case and provided to the product line manager for that Product.

“Returned Material Authorization” or “RMA” is the number and document assigned to an item to be returned to CommScope for repair or replacement. All materials returned from the field must be issued an RMA (Return Material Authorization) number.

“Response Time*” starts when your communication is answered, and a Technical Support case is opened. The time is documented in the CommScope case system.

“Restore Time*” starts when a case is opened and ends when CommScope has provided the technical information which, when implemented, will restore the CommScope Product to a satisfactory, usable level of functionality.

“Service-level Agreement” or “SLA” means this or another set of terms and conditions that documents the service CommScope provides to you for an annual fee. A service-level agreement may include Technical Support, replacement parts, and/or GA software updates/upgrades. CommScope service-level agreements specifically exclude custom, optional and/or keyed firmware and software and the installation of software.

“Service-level Agreement ID” is the 4- or 5-digit number you use to open a case with CommScope.

“Software” means CommScope-licensed, released, GA software, including any updates provided, and any other enhancements, modifications, and bug fixes provided thereto, in object code form only, and any full or partial copies thereof, licensed by CommScope for use solely in conjunction with the Covered Products. The term “Software” includes any updates, modifications, enhancements, extensions, versions and releases of such programs, including Minor Releases (defined below), Major Releases (defined below), and software patches. Third-Party software, which is separately licensed, is not considered CommScope software unless it was sold by CommScope.

“Software Update” or “Minor Release” means a released, GA version of Software which embodies a consistent set of corrections of errors maintenance or emergency (bug fixes), modifications and minor feature released by CommScope to resolve a CommScope product defect that is impacting ongoing business operations. A minor release is generally expressed as the number to the right of the decimal point. Other modifications, improvements, and “bug” fixes are generally designated with numbers and letters further to the right.

“Software Upgrade” or “Major Release” or “New Feature Software Release” by CommScope means a released, GA version of which embodies a consistent set of feature and function enhancements which are not keyed, capacity-increasing, custom-developed or optional software features. A major release is generally expressed as the number to the left of the decimal point.

“Technical Assistance Center” or “TAC” is composed of CommScope personnel who verify your Service-level Agreement entitlement and direct you to the correct Technical Support team for your Product family.



Definitions

“Third-Party Products” means software, hardware, or services that are procured or provided by a third party and may be part of a CommScope-developed custom solution. Any support for Third-Party Products must be specifically covered via a Statement of Work negotiated with CommScope Professional Services for a customized solution or via a CommScope service-level agreement quote for standalone third-party products. Third-party products that are embedded in CommScope Products are covered under the applicable CommScope service-level agreement, unless they are separately licensed or explicitly excluded.

*Not applicable to the services provided under this Guide for your lab testing environments.



Service-Level Agreement

Chapter 4


CommScope offers one or more fee-based service-level agreements for each of its products, generally including a support and maintenance agreement and one or more repair agreement options such as hardware advanced replacement. A valid, fee-based service-level agreement is required to receive technical support and/or advanced replacement parts per the terms of this Guide.

For some products, CommScope offers technical support and software updates at no charge. Examples include set-top boxes, other CPE equipment, and inside- and outside-plant equipment. Our engineers follow the same processes for these products as for all other products, but the level of support and software availability may be limited to commercially reasonable levels during business hours.

SLA Entitlements Your fee-based CommScope service-level agreement entitles you to:

1. Technical Support (as described in Chapter 5)

2. Software updates to the base platform (keyed, capacity-increasing, custom-developed and optional releases are excluded but may be purchased separately)

Some SLAs include advanced hardware replacement. If your SLA does not include advanced hardware replacement, an annual contract can be purchased separately. Note: CommScope needs 4 to 8 weeks to set up advanced replacement service.

Your purchase order for services means you accept the terms and conditions of this Guide as your Service-Level Agreement for the indicated Products. If you need a signed document for your internal business purposes, CommScope is happy to fully-execute this Guide. Please see the signature page at the end of this chapter.

Please contact your sales representative for more information.

Using Your Service-Level Agreement Each of your CommScope service-level agreements has an ID number that allows you to access CommScope services. Be sure to keep this data handy and provide it only to authorized personnel within your company.

Declining Your Service-Level Agreement Please note that to decline or cancel your Service-Level Agreement, you must provide us with one calendar quarter of notice in writing. If you do not, you will be charged for the unused portion of the agreement.




If Your Service-Level Agreement Has Lapsed To renew your Service-Level Agreement, please contact your sales representative. No technical support will be provided without a current agreement in place.

If you choose to reactivate your service-level agreement after termination or lapse, the following rules apply:

• All previously issued quotes are invalid. A new renewal quote will be issued at your request.

• Any new service-level agreement purchased will be quoted from the date the previous service-level agreement ended.

• No system work or recovery will begin until a new SLA is in place

Signature Page

This Guide to Technical Services (“Guide”) is entered into by and between __________________________________________[CommScope entity], with principal place of business at ___________________________________________[CommScope entity address and country], or the CommScope affiliate issuing the applicable binding quotation (“CommScope”) and ___________________________________________[Customer entity], with principal place of business at _____________________________________[Customer’s address and country] (“Customer”).

This Guide, including the Terms and Conditions in Section 10, will serve as CommScope Service Level Agreement for the CommScope Products indicated below.

CommScope Product: ____________________________________

Technical Support Entitlement: ____________________________________

Software Entitlement: ____________________________________

Hardware Replacement Entitlement: ____________________________________

The services described in Section 8 and 9 of this Guide are not included within the Scope of the SLA, they are available to be quoted separately.

This Guide shall apply for the term of the initial purchase order received by CommScope ("Term") and any additional renewal purchase order (“Renewal Term”).

_______________________ _______________________ Customer Representative CommScope Representative _______________________ _______________________ Customer Signature CommScope Signature

_______________________ _______________________ Date Date



Technical Support

Chapter 5

Technical Support

The CommScope Technical Support team is made up of experienced engineers located around the world to provide you with top-quality technical support. CommScope technical support engineers are available 24x7x365 via phone for outages and emergencies. All other issues are handled during normal business hours.

CommScope Technical Services has over 850 technical resources in 40 countries around the world.

Overview of Technical Support Services Technical Support Services provided under a Service-level Agreement include:

• Access to Web-based knowledge base, ticketing and RMA portals (ask.arris.com).

• 24x7x365 telephone support for S1 and S2 issues (outages and emergencies) on production equipment. Available 24x7x365 in English with translation services on-call.

• Telephone and e-mail support during local business hours for S3 and S4 issues on production equipment and for lab issues.

• Access to technical and field bulletins, release notes, letters of consideration, and product documentation.

Technical Support Services provided under a Service-level Agreement exclude:

• Support for products not sold by CommScope, including third-party products, unless specifically called out in a CommScope support quote.


https://support.arrisi.com/



Technical Support

• Support for multi-product solutions, unless a “solution” support contract has been purchased. See CommScope Product and CommScope Solution Support below.

• Support for custom-developed software, unless a “custom-developed software” support contract has been purchased.

• Support for hardware products after end of support life has been reached.

• Support for software product releases earlier than N-2.

• Electrical work external to CommScope products or maintenance of accessories, alterations, attachments, or other devices not sold by CommScope.

• Issues resulting from your neglect, abuse, or intentional misuse of CommScope products.

• Issues resulting from improper wiring, repairing, splicing, alteration, installation, storage, or maintenance by the you (or third-parties contracted by you) of CommScope products.

• CommScope products modified by anyone other than: (A) CommScope, its employees, agents, representatives or contractors; or (B) you (or third-parties contracted by you).

• Training services or classes.

• Product installation services (hardware and/or software).

• Software upgrade services (both remote and on-site).

• DAC code downloads.

• Support for problems resulting from manipulation of the DAC, RADD, or CASMR database, including problems with or corruption of the database caused by customer-developed scripts, front-end applications, or direct operator command line execution by you or a third-party vendor contracted by you. Examples include update, insert, and delete statements issued by an operator or script, as well as the addition or removal of tables.

• Support for issues caused using backup and restoration procedures not approved by CommScope.

• CET (Category Epoch Transition) services.

• Staff augmentation.

• Moving, adding, or configuring (hardware and/or software).

• Remote monitoring.

• Asset count and/or inventory management.

• Advanced replacement of customer hardware. Customers are responsible for purchasing and managing adequate spares to meet their internally defined business requirements.

• Customer initiated configuration changes and/or reconfigurations.

Please note that you will be charged a service fee for any “back-out” or emergency support provided to restore services impaired because of projects you execute without CommScope’ knowledge and/or support (upgrades, splits, etc.).



Technical Support

CommScope Product vs. Solution Support

CommScope Product Support CommScope provides support for the products it sells. We define those services as CommScope Product Support, which:

• Includes end-to-end technical support of CommScope-designed, manufactured and sold products and their features and functionality.

• Is provided under the terms of the Guide to Technical Services or a prevailing agreement.

• Is sold in conjunction with the sale of the CommScope product and renewed annually.

CommScope Solution Support CommScope may also be engaged, at an agreed fee over and above the CommScope product(s) support fee, to provide support for solutions it designs and sells.

We define those services as CommScope Solution Support, which:

• Includes end-to-end technical support of an CommScope-developed, customized solution. The solution may include CommScope products and third-party products.

• Is provided under the terms of a separately negotiated Statement of Work (SoW).

• Is sold at a negotiated price over-and-above CommScope Product Support.

• May be purchased at the following levels, which will be defined in the SoW for Solution Support:

- Tier 3 only - Tier 3 and Tier 2 - Tier 3, Tier 2, and Tier 1

Solution Support Activities Solution Support may include any of the following activities, which will be defined and priced in the agreement or SoW:

Tier 1

• Configuring monitoring equipment according to the provided specifications and tools, setting alarms and notifications, and upgrading the equipment as needed.

- 24x7x365 proactive monitoring of the solution for alarms or other data points that may indicate maintenance needs or service impacts

• Identifying user impact and confirming the severity level of issues.

• Performing initial triage of issues identified or reported, including problem isolation.

• Handing-off to Tier 2 support, upon problem isolation.

• Maintaining backups for all component configurations and application software.

Tier 2

• Providing general production information and configuration support.



Technical Support

• Collecting relevant technical problem identification information.

• Distinguishing non-technical problems from technical problems.

• Isolating problems and determining if the product is not performing to specifications.

• Pinpointing problems found in system logs. Typically involves dissecting logs and analyzing the issue data provided by Tier 1 to determine the step or that a supporting licensee service is malfunctioning.

• Analysis to determine where in the platform the problems occurred.

• Simulating the problem in the lab.

• Performing interoperability testing.

• Performing maintenance activities.

• Creating an action plan for problem resolution.

• Creating a standardized trouble ticket describing the problem.

Tier 3 Coordinating with all the vendors in the solution to neutralize/resolve any persistent network, product or hardware problem reported.

Customer Responsibilities in Solution Support Regardless of which solution support activities CommScope is contracted to provide, you must agree to accept certain responsibilities for the solution to be successful.

Your responsibilities include:

• Informing CommScope of any recent environment changes or changes to other vendor’s equipment at your site. Examples include power outages, changes in external equipment, network changes or issues, software upgrades to any other vendors’ equipment, etc.

• Providing remote access to CommScope personnel for Solution monitoring and troubleshooting.

• Providing reasonable physical access to any third-party data center as needed. You will need to authorize/notify the third-party data center that CommScope has been the vendor selected as your designated agent for providing technical support services, and that CommScope is authorized to communicate directly with the third-party data center on your behalf to complete any network troubleshooting or repairs.

- Providing CommScope with access to the third-party data center facilities and for receiving and processing any equipment needed for the Solution.

• Providing remote access to your monitoring systems and support tools.

• Providing log data to assist in problem identification.

• Notifying and updating CommScope, verbally and in written form, of any modifications or changes in process or procedures in any third-party data center or in Internet connectivity.

• Assisting in providing information and details for determining Root Cause Analyses (RCA) of defects and/or issues identified in the Solution.

• Installing repaired hardware that is not covered by our agreement of that with another Solution vendor.



Technical Support

• Working with CommScope on updates, technical reviews, and change management.

• Providing and maintaining dedicated consumer external network connectivity for the Solution.

• Providing and maintaining dedicated private external network connectivity for the Solution, specifically including VPN access to the site’s network and access to linear feeds for CommScope lab testing as needed.

• Acting as the primary interface to other organizations within your company and other specified vendors that are not being managed by CommScope in our agreement.

CommScope Solution Lab Validation Services A dedicated solution lab, with all the components successfully integrated to duplicate the customer’s production environment, is required for solution success. CommScope or the customer must maintain and staff a lab for to manage the ongoing production network operations of the solution.

Solution lab validation is offered at a separate fee and includes:

• Detailed documentation of the hardware, software and networking requirements for installing the solution lab.

• Access to integration subject-matter-experts during lab installation.

• Assistance in solution release testing and results validation.

• End-to-end interoperability testing of the solution prior to implementation of any production network change.

• MoP (Method of Procedure) creation and testing prior to implementation in production network.

Customer Data Security CommScope will use commercially reasonable security technologies (such as password protection and firewall protection) in providing Technical Support and Customer shall comply with the applicable CommScope security procedures made known to Customer through Technical Support or otherwise. Customer is responsible for the security of data, including but not limited to any content, materials, data and information (“Customer Data”) transferred by Customer and/or accessed by CommScope while providing Technical Support and agrees that CommScope does not control the transfer of Customer Data provided by Customer to CommScope, over telecommunications facilities, including the Internet, and CommScope does not warrant the secure provision of Technical Support or that such security technologies will be able to prevent third party disruptions of Technical Support.

Customer is responsible for the connection to Technical Support, including the Internet connection. Customer shall be responsible for the maintenance of Customer Data and hereby represents and warrants to CommScope that the Customer Data is free of all viruses, Trojan horses, and comparable elements which could harm the systems or software used by CommScope to provide Technical Support. Customer agrees that it has collected and shall maintain and handle all Customer Data in compliance with Customer’s data security policies and all applicable data privacy and protection laws, rules and regulations.



Technical Support

Tracking Support Issues CommScope Technical Support uses a call tracking system to log all customer cases—whether they are reported via phone, e-mail, or on the web. When you contact us, a case reference number is assigned to your issue. Please make a note of the case number and use it to refer to your case during future communications. You will also receive an e-mail that contains the case number when the case is created.

Our tracking system enables us to record the details of your case, including all investigatory steps taken, contacts with representatives at your site, your corresponding issue tracking number (if applicable), and the steps we took to resolve your issue.

CommScope also provides a method by which you can open and track your support requests online via our customer website AskARRIS. CommScope Technical support will help you register, and you can view and search our support knowledge base solutions and view your open and recently closed cases. The site is available to all CommScope customers with a valid service-level agreement.

Before You Contact CommScope Support CommScope Technical Support provides support for CommScope-supplied products that are under a valid service-level agreement. Unless CommScope is your system integrator, issues related to other hardware, software, or non-CommScope networks must be addressed by your organization or the appropriate third-party vendor.

When working with Technical Support, help us expedite your call by following these guidelines:

• Make sure that the product is using a supported version of CommScope software/firmware.

• Make sure all software updates have been installed in a timely manner and in accordance with CommScope product documentation and other instructions.

• Make sure remote network access exists, as necessary, for CommScope to establish a data link for use in remote diagnosis and maintenance of the product. The parties will agree on appropriate security measures to prevent unauthorized access. CommScope Technical Support will not connect to your network without your prior authorization and the connection will be solely to provide product support.

• Perform a first-level diagnosis to try to isolate and correct the problem.

• Check that day-to-day maintenance and network operations have been performed; Monitor network and system alarms.

• Be prepared to provide your service-level agreement ID, name, company name, site location, serial number of the system you are calling about (if required), system and software version numbers, and as much detail about the problem as possible.

• Review the available documentation, including release notes, product and installation manuals, and online help for information about your problem.

• Unless specifically instructed, do not reboot or restart equipment or software processes prior to consulting with Technical Support—vital data about the problem can be lost when these actions are performed.

http://ask.arrisi.com/



Technical Support

• Be prepared to perform diagnostic tasks in accordance with instructions provided by CommScope Technical Support and carry out initial remedial actions including remote diagnosis.

All personnel who contact Technical Support should have a high level of familiarity with CommScope systems. We strongly recommend that your support personnel attend the appropriate CommScope training programs. For more information on CommScope training programs, contact us at [email protected].

Opening a Technical Support Case CommScope provides support for its products via regional offices around the world. If the issue is critical, please call us. If the issue is not critical, use the other methods indicated below to contact us.

Telephone Requests Contact us via phone when you have a critical issue and you need to speak with a Technical Support engineer immediately. Please remember to provide a number where you can be reached. Please note that all calls are recorded for quality purposes.

Web Requests At CommScope Technical Support, we know that you value self-support resources, so we've created the AskARRIS portal. It gives you the ability to research many support questions and common problems using a knowledge base. It also allows you to open and track your cases. Web support is available 24x7x365 to customers with products with a valid service-level agreement.

Register for AskARRIS (Existing Users) To serve our customers better, CommScope uses single sign on (SSO) for several of our applications such as ARRIS Academy, AskARRIS, Flexera, and Order Number and Serial Number Inquiry.

If you already have an account in one of these applications, you can request access to AskARRIS by following the steps below:

1. Go to https://membership.arris.com.

2. Click on My Access.

3. Enter your company's IVR/Contract ID number.

Register for AskARRIS (New Users) CommScope customers can use the AskARRIS web portal for case management, knowledge base information, technical documents, and training webcasts. Self-registration is available to all users who are a contact in the support database and have a support contract/IVR number. To register for AskARRIS follow the steps below:

1. Go to www.arris.com/support.

2. Click on Create/Update Membership. Read the User Guide linked from the page.

3. Click on New User Registration to create a user profile.



http://ask.arrisi.com/

https://membership.arrisi.com/

http://www.arris.com/support

https://www.arris.com/globalassets/resources/other/arris-membership-registration-user-guide.pdf



Technical Support

4. Once you have created your profile, login to the membership page (https://membership.arris.com) with the user name and password you just created.

5. Select My Access.

6. Select AskARRIS from the list of options

7. Enter your company's IVR/Contract ID number.

If you are having AskARRIS issues, please call the CommScope TAC at 1-888-944-4357 and we will help you.

E-mail Requests You can also contact Technical Support via e-mail. Please note that CommScope Technical Support does not monitor e-mail at night, over the weekends, or on CommScope-observed holidays; therefore, you should use e-mail for non-critical support issues only.

Support in Languages Other than English If you contact CommScope Technical Support by phone and the language you need is not available, inform the Support Engineer, in English, “Need a translator for <the language needed>”. The Support Engineer will immediately conference-in a translator for the language requested. Translation service is available for Spanish, German, French, Chinese, Korean, Portuguese (Brazil), and Japanese. Other languages may be available but are not guaranteed.

Support for Third-Party Products Third-Party Product support is only available when the Third-Party Product has been procured through CommScope and the support is quoted on an CommScope service-level agreement quote or a Statement of Work negotiated with CommScope Professional Services for a customized solution.

If CommScope determines that a Third-Party Vendor should be engaged in trouble-shooting an issue, CommScope will assist you in opening a case for the Third-Party Product with the Third-Party Vendor. You will then work directly with the Third-Party Vendor to address the case. In certain instances, CommScope may require that Customer Contact Third-Party Vendor directly rather than CommScope for Third-Party Product issues. Third-Party Vendor response and resolution times may vary. The CommScope Respond and Restore guidelines shall not apply.

Collecting Information When you contact CommScope Technical Support, we:

• Collect your name, company name, the product that you are calling about, the location of your problem, and your serial number or system ID.

• Create a case in our call tracking system.

• Ask for a brief, accurate description of your problem or question.

• Confirm your contact information.

• Verify the product you are calling about is covered under warranty or that you have a valid service-level agreement.

https://membership.arris.com/

http://www.arrisi.com/_docs/techsupport/ARRIS_Combined_Contact_Information-email.pdf



Technical Support

• If applicable, ask for any additional associated information or tracking numbers you may use in your system.

We record this information in our call tracking system and then provide you with a case reference number, which you should record for future reference. If your issue is not resolved during the initial support contact, referring to your case reference number helps expedite subsequent communication.

After the identification questions, we work with you to make a preliminary assessment of the severity of your issue based on your problem description.

Setting the Severity Your Technical Support engineer will work with you to set or revise the severity of your issue. We use the severity levels below to prioritize cases. CommScope is not TL9000 certified, but we may agree to follow TL9000 guidelines in supporting certain products.



Technical Support

Severity Levels and Response/Restoration Times The response time and restoration targets vary for each case based on the severity of the issue and the type of product.

For some products, CommScope offers technical support and software updates at no charge. Examples include set-top boxes, other CPE equipment, and inside- and outside-plant equipment. Our engineers follow the same processes for these products as for all other products, but the level of support and software availability may be limited to commercially reasonable levels during business hours.

Severities for cases are defined in Table 1, Guidelines by Severity. The classification and reclassification of all problems will be according to the definitions in the following table.

Table 1: Guidelines by Severity

Severity Description Response Target Restore Target

Severity 1- Critical *

The CommScope product is no longer providing service of one or more of its main features, or if a significant portion of subscribers and/or users is no longer able to use one or more critical features of the platform.

Immediate within 15 minutes 24x7x365 support continues 24x7x365 until system functionality is restored.*

6 hours

S2 - High Partial loss of production system functionality (diminished capacity).

Immediate within 15 minutes 24x7x365 support provided continuously or as agreed with customer until system functionality is restored

8 hours

S3 - Medium Other problems of a lesser severity than “critical” or “major” such as conditions that have little or no impairment on the function of the system.

During normal business hours Not defined

S4 – Low/RFF**

Information request or Request for Feature (RFF). ** or Lab system issues

During normal business hours Not Defined

*The response and restore goals listed above apply only to issues received via phone, not via email or the AskARRIS web portal. System functionality may be restored via a permanent fix, a temporary fix, or a workaround.

CommScope has no obligation to act on issues we are unable to replicate or otherwise verify the issue based on the data and information you provide.

** RFFs are the responsibility of the Sales Engineering and PLM (Product Line Management) teams. You can request a feature via a Severity 4 case.

If you believe the severity assigned to your issue should be changed, you can request a change through the Support engineer who is working your issue.



Technical Support

Diagnosing the Problem You may be asked to provide the Technical Support engineer with copies of the system files, reports, and data files, as well as sufficient support and test time on your CommScope system. CommScope must have access to your CommScope system to help you. The information and access you provide helps the Technical Support engineer:

• Duplicate a failure when the product isn’t functioning according to the corresponding documentation for the specific release.

• Confirm the problem is caused by CommScope.

• Initiate correction of the problem.

It is important that you inform CommScope of any other recent environment changes or changes to other vendor equipment at your site that can be contributing to the problem (for example, power outages, changes in external equipment, network changes or issues, software upgrades to other vendor equipment, etc.).

If the problem cannot be reproduced, the Technical Support engineer will make a good-faith effort to identify a workaround until the problem can be reproduced or fixed.

If the problem is related to third-party equipment or your network, the Technical Support engineer will make a good-faith to effort identify the issue. CommScope is not responsible for diagnosing or resolving third-party hardware or networking issues. You are responsible for third-party or internal resource escalation for ownership and resolution.

In the case where on-site support is requested, you may incur in additional charges. See the On-Site Support Policy for more information.

Reviewing the Progress and Actions To help assure our work on your case will meet your expectations, please review this checklist below with your Technical Support engineer when you open your case.

Agree on:

• The severity level for your issue

• The action items for Technical Support and those for which you are responsible

• Who is responsible for the call back and when

• Case number

CommScope Technical Support will work on cases according to the priorities agreed with you.

However, any problem may be escalated to management via the TAC.

Technical Support Management Escalation Cases can be escalated within the CommScope Technical Support management structure should you believe a case is not being resolved in a timely manner or receiving the level of attention you believe is warranted. When escalating an issue, be sure to supply the case reference number in all communications.



Technical Support

Escalations go first to the Manager, then to the appropriate Director. If, for any reason, the Manager is unable to resolve the problem or is not providing the level of attention you believe is warranted, escalation may continue to higher levels of the organization.

At each level of escalation, we request that your company provide a contact at the same level, which helps ensure that the level of management involvement matches the decision-making level dictated by the resolution requirements of the problem.

To escalate, contact us via the TAC and ask to escalate your case to management. If the technical support manager is unavailable, he or she will respond as soon as possible to discuss the situation and work with you to create a plan to resolve the issue.

Note that for outage situations, the Executive-Level Team is notified within two hours of an on-going outage being reported. Periodic updates are sent out until the outage is cleared.

Support for Discontinued Products Hardware

CommScope may discontinue a Product at any time, provided that CommScope gives you ninety (90) days prior written notice (“End-of-Life Notice”), or as agreed in the purchase agreement when acquiring the Products. We use reasonable commercial efforts to continue to provide fee-based replacement parts and technical support for any discontinued hardware product for one (1) to five (5) years from the End-of-Life Notice date. The support and repair period for each discontinued product will be stated in the End-of-Life Notice.

Software Versions CommScope supports the current New Feature Software Release, as well as the previous two New Feature Software Releases. Releases older than 5 (five) years, except during the active lifecycle of the Product, will not be supported by CommScope even if they are one of the previous two New Feature Software Releases mentioned above.

On-Site Support Policy In cases of severe network degradation in which telephone support, remote diagnosis, and other means of restoring the network have failed, upon your request, CommScope will, at its discretion, dispatch an CommScope Technical Support engineer to further attempt to isolate and resolve the problem. If we determine the cause of the problem was not the product(s), you will reimburse CommScope for all charges reasonably incurred, including engineering time at our standard rate, as well as lodging and travel expenses of CommScope personnel while traveling and at your site.

Requests for services outside the scope of this Service-level Agreement or for equipment that is not covered under an agreement may be quoted separately and may be delivered only under the terms and conditions of an CommScope Professional Services Agreement. On-site support will be provided according to CommScope parts and service availability at current CommScope time and materials billing rates.



Software Services

Chapter 7

Software Services

Software Warranty CommScope software is warranted to substantially function as-designed for 90 days from your download of the software. CommScope does not warrant that the operation of the CommScope software will be uninterrupted or error-free; that the functions of the software will meet Customer's requirements; or that the software will operate in combination with non-CommScope products selected by Customer for its use.

Details of the CommScope standard software warranty are contained online in the ARRIS Terms and Conditions of Sale or as agreed in the purchase agreement (or relevant channel agreement) in place with CommScope.

During this 90-day period software warranty period, you may

• Email us for technical support. We will respond within 2 business days for software defects only.

• Request maintenance and emergency software releases for software defects only.

To receive technical support and software per the terms of this Guide, you must purchase a service-level agreement for your CommScope product.

Accessing New Software Releases You will be able to download the software (and related documents such as Release Notes) to which you are entitled under your Service-level agreement.

Technical Support will help you register for our software download tool using your agreement ID.

http://www.arrisi.com/_docs/tc.pdf




Repair Services

Chapter 8

Repair Services

All network product repairs and replacements of CommScope products are managed by CommScope Repair Services.

Note: For CPE (Customer Premise Equipment) refer to the CPE Repair section that follows.

Our TAC (Technical Assistance Center) will work with you to determine the:

• Hardware warranty status (in- or out-of-warranty)

• Type of hardware failure (DoA, Standard, or Advanced Replacement)

• We’ll then let you know what to expect from the RMA process.

Requesting an RMA is always your first step.

How to Request an RMA For return material authorizations, please download the RMA Request Form, at www.arris.com/support/repair-and-return and email the completed Form to

[email protected].

You may also reach the TAC team via phone.

North America +1-888-944-4357

Outside North America +1-215-323-2345

Spanish Language Support (215) 323-2346 (available M-F 8A-5P EST with translation services available outside of those hours)

Be sure to have the following information ready about the defective unit:

• Defective Part Number & Serial number

• Symptom (Detailed description of the failure, including when the product failed (i.e., initial deployment or after a period of time)

• Company name & ship-to address

• Contact name, e-mail and a valid phone number

Note: RMA is valid for 30 days.

New Hardware Warranty Terms If you purchased your new hardware directly* from CommScope, please see the ARRIS Terms and Conditions of Sale for standard warranty details per-product or any unique purchase agreement in place.

http://www.arris.com/globalassets/resources/other/rma_form_qms0086.xls

http://www.arris.com/support/repair-and-return






Repair Services

A repaired or functionally equivalent replacement unit will be shipped within 30 calendar days of CommScope’s receipt of your defective unit, unless otherwise stated in your service contract.

* If you are a member of the CommScope Channel Program, please see http://www.arris.com/solutions/partners/index.asp for details.

Repaired Product Warranty Terms If a repaired unit fails, a repaired unit or functionally equivalent replacement unit will be shipped within 30 calendar days of CommScope’s receipt of the defective unit.

The new warranty term will be 180 days from date of repair shipment or the remaining original warranty period, whichever is longer.

Types of Hardware Failures A defective hardware unit is categorized as:

• DoA (Dead-on-Arrival) – New Unit failure within 30 days of shipment

• Standard Repair – In or out-of-warranty unit failure

• Advanced Replacement – A failure covered under a valid SLA that includes advanced replacement parts

Note: A Return Materials Authorization (RMA) is required for all the failure types above.

DoA Replacement Process (See ‘How to Request an RMA’) The DoA Replacement Process is used if you have equipment that fails within the first 30 calendar days of being shipped from CommScope.

Reasonable commercial efforts are made to ship a replacement part within two business days of the DoA replacement request being approved.

Replacement notification, RMA # and Shipping Instructions After DoA request is validated and approved, CommScope will provide, via e-mail, an estimated replacement ship date and a completed copy of your RMA Request Form, which will include your RMA number and shipping instructions.

Defective Unit Shipping Instructions Return all CommScope hardware in CommScope-approved packaging. You are responsible for repair or replacement charges for damage incurred during shipping, so please pack carefully.

- Send us only the defective unit. Do not send batteries, external power supply, power cords, manuals, brackets etc. with your shipment when returning defective unit(s).

- Write the RMA number on the outside of the box.

• Enclose a copy of the completed RMA form inside the box.

• Notify the carrier not to split the shipment.

http://www.arris.com/solutions/partners/index.asp



Repair Services

Standard Repair Process (See ‘How to Request an RMA’) The Standard Repair Process is used if the unit is not DoA and you have not purchased a service-level agreement that includes advanced replacement parts.

CommScope Verifies Warranty Status We will first verify the warranty status of the product.

• After a product has been verified as “In-Warranty”, an RMA number will be issued within 1 business day.

• After a product has been verified as “Out-of-Warranty”, we will need a purchase order for the repair cost before an RMA number can be issued. A repair quote will be provided so you may “pay per-repair”.

“Pay-per-repair service means, if the part is out-of-warranty and is determined to be repairable, CommScope will target to repair and return the part within 30 calendar days of our receipt of a defective unit and a PO for the repair. CommScope advises customers to stock their own spare parts, since CommScope can make no commitment to provide a part in time to remedy an operational impact due to a faulty part. Note that fans, disk drives and power supplies will not be repaired or replaced by CommScope.”

You Receive your RMA # and Shipping Instructions After warranty status is established and a purchase order is received (if required), CommScope will provide, via e-mail, a completed copy of your RMA Request Form, which includes your RMA number and shipping instructions.

Shipping Instructions

• Return all CommScope hardware in CommScope-approved packaging. You are responsible for repair or replacement charges for damage incurred during shipping, so please pack carefully.

• Send us only the defective unit. Do not send batteries, external power supply, power cords, manuals, brackets etc. with your shipment when returning defective unit(s).

• Write the RMA number on the outside of the box.


• Notify the carrier to not split the shipment.

CommScope Screens, Repairs, and Returns Returned units are screened and repaired at a CommScope Repair Facility.

Note: The same unit may be returned, but CommScope reserves the right to ship a functionally equivalent unit.



Repair Services

Advanced Replacement Process (See ‘How to Request an

RMA’) The Advanced Replacement Process is used if the unit is not DoA and you have purchased a service-level agreement that includes advanced replacement parts. Your advanced replacement contract will only be valid for in-service network failures. It will not cover failures that occur during staging, deployment, or relocation of equipment. Note that not all components of a product are entitled to be advanced replaced under contract, including consumable items such as air filters and others.

Before you purchase a service-level agreement that includes advanced replacement parts, you must verify that all equipment, including spares, is in working order. Equipment that has failed or otherwise needs repair prior to the start date of the advanced replacement services is specifically excluded.

Please note that an advanced replacement contract does not obviate your need to carry on-site spares. Advanced replacement is meant to replace your spares, not your live, production equipment. CommScope is not responsible for network outages that occur because of not having spares on-site.

Advanced Replacement Options CommScope offers several options for advanced replacement, including

• Four-hour Delivery (4HRD AR), part arrives on-site within 4 hours of RMA assignment.

• Next-Business-Day Delivery (NBDD), part shipped for arrival on the next CommScope business day after RMA assignment.

• Next-Business-Day Ship (NBSD), part shipped on the next CommScope business day after RMA assignment.

• Two-Business-Day Ship (2BDS), part shipped within two CommScope business days after RMA assignment.

• Other turnaround targets quoted on request.

Technical Support Verifies your Need for a Replacement During the RMA request process, you may be routed to Technical Support to help you troubleshoot your product issue and help determine if a part replacement is needed.

You Receive your RMA # and Shipping Instructions After we agree a replacement part is needed, CommScope will provide, via e-mail, a completed copy of your RMA Request Form, which includes your RMA number and shipping instructions.

Shipping Instructions After you have received your replacement unit, defective unit must be returned within 3 business days unless otherwise noted in your service contract. It is important that you return the defective unit quickly, so we can analyze the failure, repair the unit, and return the part to our replacement inventory.



Repair Services

If the defective unit is not returned to us within eight (8) business days of your receipt of the replacement part, advanced replacement services may be suspended and/or delays in fulfilling your replacement request may occur. No penalty to CommScope may be assessed.

• Return all CommScope hardware in CommScope-approved packaging. Your replacement part will arrive with a pre-paid air way bill, packing information and instructions for return of the defective part.

• Send us only the defective unit. Do not send batteries, external power supply, power cords, manuals, brackets etc. with your shipment when returning defective unit(s).

• Write the RMA number on the outside of the box.


Advanced Replacement Terms and Conditions

• The Advanced Replacement clock starts after your CommScope Technical support engineer has agreed that a replacement part is required, and the RMA has been assigned.

• The clock start time is documented in the CommScope case-tracking system.

• Advanced replacement RMAs assigned after 2pm Eastern Time are considered assigned the next CommScope business day.

• CommScope is not responsible for delays outside its control once the replacement unit is in the custody of the courier.

• If the replacement unit you requested does not correct the problem and additional replacement units are required (regardless of fault), you must open a new RMA.

• We reserve the right to limit the number of units you request to a reasonable number. If you request more than 1.5 times the average return rate of the product at one time, we will contact you for more information and further diagnostics.

• We reserve the right to charge you an additional fee for units that are returned, and our analysis reveals no-problem-found (NPF). You may be liable for shipping, handling, and diagnostic fees for each unit.

General Repair Terms and Conditions

Repair Charges Outside CommScope Standard Warranty Units found to have failures caused by events outside CommScope’s standard warranty listed in the ARRIS Corporate Terms and Conditions of Sale policy may be subject to charges and or result in unit to be deemed unrepairable. Customer will be notified in advance if charges apply or unit cannot be repaired.

CommScope reserves the right to charge a fee for in-warranty testing for units determined to be NTF (No Trouble Found).

http://www.arris.com/_docs/tc.pdf



Repair Services

Shipping Delays On rare occasions, a part may not be in inventory, which can cause shipping delays. In these situations, CommScope pursues all other means to obtain and ship the required part at the earliest possible time. To ensure that you always have the part you need, we recommend you purchase a spares kit to keep at the site. For more information on spares kits, please contact your CommScope Sales Representative.

Due to factors outside of CommScope’s control (e.g., local customs requirements), the shipment arrival date at the customer site cannot be defined. CommScope will return ship the unit or a functionally equivalent replacement unit to the address provided on the RMA Request Form.

Freight and Customs

Customer Responsibilities

• Customer bears the risk of loss or damage until we receive the defective unit.

• Customer bears the cost of return shipping and customs for return of ‘Standard Repair” RMA.

CommScope Responsibilities

• Clear and unencumbered title to the defective unit passes to us upon our receipt of the defective unit.

• We are responsible for the freight and insurance charges to ship your replacement unit.

• We bear risk of loss or damage until you receive the replacement unit.

• CommScope covers all freight and customs cost for “DoA” and “Advance Replacement” RMA’s.

COTS Servers Warranty Information Some CommScope products (DAC6000, RADD, Uplink) are based on Commercial-off-the-Shelf (COTS) Servers.

CommScope provides you with the manufacturer’s warranty on these servers directly from the manufacturer.

NOTE: You are responsible for contracting directly with the manufacturer after the initial manufacturer’s warranty period expires.

HP Warranty

The HP standard warranty coverage is an attribute of the server and "travels" with the server.

http://h20566.www2.hp.com/hpsc/doc/public/display?docId=emr_na-c02978487

To check the status of your HP manufacturer’s warranty, please follow the steps:

1. Go to the HP Support Center at: https://h20565.www2.hp.com/portal/site/hpsc/public/wc/home/

2. Enter your server’s serial number to check see its current warranty status.

http://h20566.www2.hp.com/hpsc/doc/public/display?docId=emr_na-c02978487

https://h20565.www2.hp.com/portal/site/hpsc/public/wc/home/

https://h20565.www2.hp.com/portal/site/hpsc/public/wc/home/



Repair Services

Dell Warranty

Please contact Chris Stevens at [email protected] for information on Dell servers for CommScope Uplink products.

CommScope CPE (Customer Premise Equipment) Repair For CPE repair services CommScope uses ASCs (Authorized Service Centers) for both in and out of warranty repairs. In addition, customers may work directly with the CommScope CPE ASCs for Clean & Screen; Cosmetic Refurbishment; Kitting; and Logistics services.

For Repair Partner information and our CommScope CPE Repair Guide, please contact TAC at:

• [email protected]

• North America +1-888-944-4357

• Outside North America +1-215-323-2345

• Spanish Language Support (215) 323-2346 (available M-F 8A-5P EST with translation services available outside of those hours)

Repair Services Management Contacts

Area Contact Information

EMEA

Fatefor Ali (Rocky) Ruf [email protected] +44 1274-538113

APAC

Robin Yang [email protected] +8613306528645

Americas

Mostafa Badry [email protected] +1 978-760-2549

Second Escalation Mark Walther, Service Operations [email protected] +1 847-372-5503 Scott Bojanoski, Network and Cloud Products [email protected] +1 815-210-1919 Julio Artau, Mgr, Repair Services [email protected] +1 772-302-4837

Third Escalation Jon Swire, VP Repair Services [email protected] +1 630-281-3412











Professional Services

Chapter 8


With more than 1,300 technical professionals in over 40 countries, CommScope Technical Services helps service providers grow their businesses by getting to market faster, reducing operating expenses, streamlining operations and ensuring high service availability. We specialize in data and video networks and applications, IP and HFC infrastructure, and the consumer experience. We provide lifecycle services to help operators plan, design, implement and operate their networks and business processes. Our customers choose us to maximize the ROI on their network investments, get to market faster with new services while limiting the risk of operational challenges, to outsource critical aspects of their business operations and to define and integrate complex, vendor neutral solutions.

CommScope Technical Services offers a wide array of services to help operators Plan, Design, Implement and Operate networks.

At CommScope, we provide far more than just outstanding technology. Partnering with us means you’ll have access to the expertise and technical skill sets necessary to help execute a project of any scale and depth. With the longest heritage and the deepest video, wireless DOCSIS, and IP networking experience in the industry, CommScope Technical Services is pre-eminently qualified to help service providers from Planning to Operations.




Today you must have reliable, cost-effective network architectures that will efficiently deliver the feature-rich, lightning fast triple-play entertainment and communications services your subscribers’ demand. At the same time, you must lay the foundation for future services and increasing levels of demand. With CommScope, you can promise your customers the world. Then simply deliver it. We’ll work with you every step of the way – from agreement to design to implementation and operations - to maximize your investment and guarantee success. Imagine a single point of accountability for design, deployment and program management. Our nationally recognized award-winning Technical Services team has the resources and expertise in place to insure flawless, rapid and seamless technology integration. Visit https://www.arris.com/services for more information.

https://www.arris.com/services



Knowledge Services

Chapter 1

Knowledge Services

Documentation At CommScope, we focus on what you need to know to get your job done right. Our content developers and trainers work side-by-side with product development to acquire an in-depth knowledge of the software and systems you use and support. We communicate the intricacies of the software with business owners and operators, so you can realize the value of CommScope products as quickly and completely as possible.

CommScope products include many of the following resources so you can get the most from your investment:

• Getting started guides and product overviews

• Deployment, installation, and configuration guides

• User Guides, operator guides, and online help

• Administrative guides, integration guides, and database documentation

• eBooks, Web help, and hosted implementations

• Translation and cloud delivery

CommScope also has the capability and understanding to customize documentation to a specific implementation or create custom documents for integrations.

Technical Training CommScope Technical Knowledge Services is committed to our customers – we prepare your workforce to successfully use CommScope products to achieve their business goals.

Our team offers comprehensive training for CommScope products and services. Our technical training solutions offer these benefits.

• Providing courses over a broad range of CommScope products and technologies.

• Offering different delivery methods, removing the need for travel and taking time off work.

• Delivering on-demand, year-round access to training via CommScope Academy.

• Affording hands-on and online access to CommScope equipment for lab practice.

• Offering Certification programs for those that have attained mastery of CommScope products and technologies.

We offer delivery in a variety of flexible methods:

• Instructor Led Training (ILT) incorporates technical expert lecture, hands-on labs, presentation, printed course materials, and open discussion; either in an CommScope training facility or the convenience of the customer’s site.



Knowledge Services

• Virtual Instructor Led Training (VILT) uses technology to allow students to log in from anywhere via internet and complete the same coursework as the traditional classroom, including lab exercises. These classes are modular and may be divided up into shorter delivery sessions over more days.

• eLearning is available through our learning portal, ARRIS Academy. ARRIS Academy course are available on-demand in any location.

For more information on the training programs we offer, Visit our website at: http://learn.arris.com. Contact CommScope Training via e-mail at [email protected].

http://learn.arris.com/




Technical Services Terms and Conditions

Chapter 2


The following Terms and Conditions shall apply to this Guide for all services and shall be deemed accepted by Customer upon Customer issuance CommScope with a valid Purchase Order (“PO”) for the Services. If these terms and conditions conflict with the terms and conditions of the relevant channel agreement in place with CommScope, the terms and conditions of the relevant channel agreement shall prevail.

1. Services. On receipt and acceptance of a valid PO, CommScope will provide Customer with the services requested in the PO ("Services"). Services shall only apply to CommScope Products. Third-party product services are excluded. No pre-printed terms and conditions on or referenced in Customer’s PO will supersede, extinguish, add to, alter, or amend these Terms and Conditions.

2. Termination. Either CommScope or Customer may terminate any Services request by reason of a material breach that the breaching party has not cured to the non-breaching party's reasonable satisfaction within thirty (30) days after receipt of written notice specifying details of the breach; and/or upon the occurrence of the filing of a petition or seeking of relief under applicable bankruptcy or insolvency laws by or against the other party. Upon termination of any Services for any reason, CommScope will cease to provide the services to Customer, and any unpaid fees or reimbursable expenses owing to CommScope shall be due and payable immediately.

3. Access. During the provision of Services, Customer will provide CommScope with detailed problem reports and information on how to reproduce the reported problem, in so far as this is possible, and with all reasonable access to systems, via VPN or otherwise, necessary to enable CommScope to meet its support obligations as set forth herein.

4. Fees and Payment. Customer agrees to pay CommScope the fees for provision of the Services as previously quoted by CommScope (“Quotation”). Unless otherwise specified, the prices do not include any insurance, transportation, shipping, taxes, excises, duties, governmental charges, and/or levies (including, but not limited to copyright levies) or other similar fees that CommScope may be required to pay with respect to the performance of Services, except taxes on or measured by CommScope’ net income, all of which shall be Customer’s responsibility. If Customer claims exemption from any taxes, Customer will provide CommScope with documentation required by the taxing authority to support the exemption. If applicable law requires Customer to withhold any income taxes levied by the territory authorities ("Withholding Tax") Customer shall promptly effect payment of the Withholding Tax to the appropriate tax authorities and shall provide CommScope within 10 (ten) business days of such payment official tax receipts or other evidence issued by the appropriate tax authorities sufficient to enable CommScope to support a claim for foreign tax credits in the U.S. and/or any other country. Customer further agrees, if requested by CommScope and at a reasonable cost to CommScope if CommScope so contests, to assist by appropriate legal or administrative proceedings with the validity or amount of the Withholding Tax. In the event CommScope does not receive official tax receipts or other evidence within 60 (sixty) days of the date of CommScope invoice, CommScope shall have the right to invoice Customer for such Withholding




Tax and Customer agrees to pay such amounts upon receipt of invoice relating to the Services. All payments shall be made in U.S. currency within the payment terms indicated in the Quotation from the date of invoice. Late charges of one and one-half percent (1½%) per month on outstanding balances or the maximum permitted by law, whichever is less, may be charged. CommScope may, at its option, discontinue the provision of Services until all overdue amounts have been paid to CommScope. CommScope reserves the right to revise such fees and/or the Quotation every calendar year. On or before the beginning of any calendar year, CommScope will attempt to capture equipment quantity data and submit to Customer for review. Nothing in this Terms and Conditions shall prevent CommScope from billing Customer for the actual quantity of covered Products. The fees for the Services for each calendar year will include the initial covered Products and any subsequently purchased covered Products. Customer may not set-off any amount owing from CommScope to Customer against any amount payable by Customer to CommScope under this terms and conditions or otherwise.

5. Audit. CommScope shall have the right, upon reasonable notice, to audit Customer usage of the Software to ensure compliance with applicable terms and conditions. Audits will not occur more frequently than (1) once per quarter. If any audit reveals any underreported, unpaid or unauthorized use of the Software, then Customer shall promptly pay CommScope the then current fee representing the underreported, unpaid or unauthorized use of the Software and Customer will be responsible for the costs and expenses of the inspection and audit if such inspection and audit reveals that the then current fee representing the underreported, unpaid or unauthorized use of the Software is equal to or greater than 5% (five percent) of the amounts actually paid by Customer.

6. Delivery and contingencies. Except as specifically committed herein, performance dates for services are approximate only, and are subject to availability. CommScope may allocate resources among all of CommScope’ Customers as CommScope may determine. CommScope shall select the method of performance of the Services, including without limitation, the right, in its sole discretion to use agents or subcontractors to perform the services to be rendered. All persons performing Services for CommScope shall be under CommScope’ sole and exclusive direction. Customer shall not solicit for employment, for itself or for any other person or entity, any personnel of CommScope involved in the performance of Services. CommScope shall not be liable for any delay in performance or for non-performance, in whole or in part, caused by the occurrence of any contingency beyond the control of either CommScope or any of CommScope’ suppliers, agents or subcontractors. Any such delay shall excuse CommScope from performance and CommScope’ time for performance shall be extended for the period of the delay and for a reasonable time thereafter.

7. Material Furnished by Customer. If Customer furnishes any material or equipment to CommScope for the purpose of performance of Services, Customer shall be liable to CommScope, without any restrictions on Customer's liability, for any loss, damage, or expense resulting directly or indirectly from any delay in delivery of such material or property or any defects therein.

8. Export Restriction. Customer understands that certain products and/or software furnished in connection with the Services may be subject to export control laws or regulation. Customer agrees that it will comply with all international, national, federal, state and local laws as well as all ordinances, orders, rules, regulations and requirements relating to the export or other regulation of all products and/or software provided to Customer.

9. Warranty. CommScope warrants to Customer for a period of 30 (thirty) days after completion of Services (“Warranty Period”), that all Services performed by CommScope will be provided in a




workmanlike manner (“Warranty”). Customer must promptly notify CommScope of any claimed defect in the Services. CommScope or its agent may inspect the workmanship. If Customer reasonably determines that any Services has not been performed in a good and workmanlike manner in accordance with the Warranty, Customer shall promptly notify CommScope. CommScope’ sole and exclusive liability for a breach of Warranty shall be the re-performance of the relevant Services. CommScope does not warrant that the Services will meet Customer's or any of Customer’s specific requirements. CommScope expressly is not responsible for any problems caused by accident, abuse, or misapplication. CommScope EXPRESSLY MAKES NO WARRANTIES WITH RESPECT TO THE GLOBAL EQUIPMENT AND INFRASTRUCTURE (INCLUDING BUT NOT LIMITED TO SERVER AND STORAGE HARDWARE, NETWORK CONNECTIVITY AND ACCESS TO THE INTERNET VIA HIGH SPEED ACCESS) REQUIRED TO HOST THE SERVICES, AND FOR OPERATIONS SUPPORT. EXCEPT AS SPECIFICALLY STATED IN THIS SECTION, CommScope HEREBY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, WITH REGARD TO THE SERVICES, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT OR FITNESS OF THE SERVICES FOR A PARTICULAR PURPOSE OR USE, NON-INFRINGEMENT, TITLE AND ANY WARRANTIES ARISING OUT OF USAGE OR TRADE. THIS WARRANTY IS APPLICABLE SOLELY TO CUSTOMER AND NOT TO ANY SUCCESSOR IN INTEREST OR ANY OTHER THIRD PARTY. NO WAIVER, ALTERATION, OR MODIFICATION OF THIS WARRANTY SHALL BE BINDING AGAINST CommScope UNLESS IN WRITING AND SIGNED BY AN CommScope AUTHORIZED EXECUTIVE.

CommScope's entire liability and Customer's exclusive remedy whether in contract, tort or otherwise, for any claim related to or arising out of breach of Warranty shall be re-performance of Service or credit, at CommScope’s discretion. No agent, distributor or representative is authorized to make any warranties on behalf of CommScope or assume for CommScope any other liability in connection with any Services.

10. Software License, Intellectual Property ownership & Confidentiality. CommScope may supply certain firmware, software and/or related documentation with the Services. Any such firmware, software and/or documentation, shall be licensed to Customer by CommScope pursuant to a prevailing contract between the Parties, or CommScope Standard Terms and Conditions of Sale, at http://www.arris.com/_docs/tc.pdf. All confidential information, know-how, ideas, programming, software, copyrighted materials, trademarks, trade secrets, documentation, plan drawings, specifications, processes, techniques, test results, designs and patterns furnished or created by CommScope or by CommScope’s agents or subcontractors (other than Customer) and all intellectual property (“IP”) rights embodied therein or in any of the goods, software and/or services, are and shall remain the sole property of CommScope and neither Customer nor any other party shall have or acquire any right, title, license or interest therein, except as specifically provided above or in another duly executed agreement between the parties. Protection of all confidential information provided by one party to the other in connection with the Services shall be in accordance with the terms and conditions of Confidential Information Section below. Except for Customer's internal use, Customer will not use any CommScope trademark or trade name for any purpose whatsoever without the previous express written consent of CommScope.

11. Limitation of liability. NOTWITHSTANDING ANYTHING TO THE CONTRARY HEREIN, NEITHER PARTY NOR ITS AGENTS, REPRESENTATIVES OR EMPLOYEES SHALL BE LIABLE TO THE OTHER PARTY OR ANY THIRD PARTY FOR AMOUNTS REPRESENTING LOSS OF REVENUES, LOSS OF PROFITS, LOSS OF BUSINESS, PER-USE ROYALTIES, OR INDIRECT, CONSEQUENTIAL, SPECIAL OR PUNITIVE DAMAGES OF THE OTHER PARTY, EVEN IF SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. REGARDLESS OF WHETHER ANY REMEDY PROVIDED HEREIN FAILS OF ITS ESSENTIAL




PURPOSE, IN NO EVENT WILL CommScope's LIABILITY HEREUNDER EXCEED THE AGGREGATE AMOUNT OF THE SERVICES PURCHASE ORDER GIVING RISE TO A CLAIM, REGARDLESS OF WHETHER SUCH CLAIM IS BROUGHT IN TORT, CONTRACT OR OTHERWISE.

12. Indemnification. Each party shall defend, indemnify and hold harmless the other party, its respective officers, directors, agents, subsidiaries, affiliates, subcontractors, assignees and employees (“Indemnified Parties”) against all losses, damages, liabilities, expenses, costs (including court costs and attorney’s fees) claims, suits, demands, actions, causes of actions, proceedings, judgments, assessments, deficiencies and charges (“Damages”) caused by, relating to or arising from (i) a default in the performance by such party of its obligations; (ii) a breach of its warranties or representations; (iii) its negligent acts or omissions; and (iv) its intentional misconduct. Customer shall also indemnify CommScope and the Indemnified Parties against any such Damages caused by, relating to or arising from (i) the programming services offered by Customer or Customer’s programmers which are authorized for using or take advantage of the Services, including any assertion that any such programming services involve tortious conduct or the infringement of any third-party rights; (ii) any disputes between Customer and any of its program distributors or other distributors or affiliates; and (iii) any disputes or claims involving the subscribers for the programming services of Customer. This Indemnification Section shall survive termination of Services.

13. Force Majeure. CommScope is not liable for failure or delay in fulfilling its obligations due to any causes beyond its control. In the event of any such delay, the date for performance of Services will be extended correspondingly. In the event CommScope partially fills Customer's PO, Customer shall, nonetheless, continue to make payments on CommScope’ invoices during the period in which the delay is in effect for those Services delivered. If an event of Force Majeure prevents or delays performance of Services for more than six (6) months, CommScope shall have the right to terminate the applicable PO with immediate effect.

14. Confidential Information. Neither Party will disclose to any third party any information or data fixed in a tangible medium and marked as confidential or proprietary information of the other Party, or if provided orally, confirmed in writing to be confidential or proprietary within twenty (20) calendar days after its disclosure, without the previous written authorization of the other Party, including without limitation, programs, methods of processing, program design and structure and unique CommScope programming techniques (“Confidential Information”). The Parties agree to treat the Confidential Information as such, prohibit recopying, and use it only in connection with the intended purpose and/or fulfilling their obligations under an existing PO. Customer shall take all reasonable steps necessary to abide by the provisions of CommScope’ security programs in effect from time to time, a copy of which will be provided to Customer upon request. Customer will return all Confidential Information to CommScope upon completion of such purpose or obligations, or upon request of CommScope. The Parties recognize and agree that the unauthorized use or disclosure of the Confidential Information may cause irreparable injury to the other Party for which it could have no adequate remedy at law, and that any actual or contemplated breach of this Section will entitle the other Party to obtain or seek injunctive relief prohibiting such breach at any court with competent jurisdiction, in addition to any other rights and remedies available to it. The obligations herein contained will expressly survive the performance, termination, cancellation or final payment of Customer’s PO or the Services. The information contained and provided to Customer based on the Services is CommScope Confidential Information and its ownership is not transferred to Customer at any time. Customer may not use CommScope Confidential Information,




completely or in part, for its exclusive benefit or any other purpose rather than the intended purpose.

15. Notices. Any notice required or permitted to be given shall be in writing, sent by express, registered or certified mail, return receipt requested, courier service or personal delivery, and shall be effective upon receipt or refusal. For the purpose of receiving notices hereunder, either Party may change its address by giving the other party fifteen (15) days prior written notice of its new address. Notices to the Parties should be sent to the address indicated on the Signature Page.

16. Governing law; Jurisdiction and Venue; Attorneys' fees. Services shall be governed by the laws of the state of Georgia excluding its conflicts of law rules, and by United States law and international treaties governing copyrights. The application of the United Nations Convention on Contracts for the International Sale of Goods is hereby expressly excluded. The Parties hereto shall be subject to the exclusive venue of jurisdiction of the state and federal courts of the state of Georgia. Each Party knowingly consents to the personal jurisdiction of such courts, and expressly waives any defence that jurisdiction or venue is not proper in such courts. The prevailing party in any action brought relating to or arising out of the Services shall be entitled to recover its reasonable attorneys' fees and costs incurred in the action.

17. Independent Contractor Status. CommScope and Customer understand and agree that CommScope is an independent contractor with respect to all work performed pursuant to Guide. CommScope assumes no obligation of Customer under any federal, state or local law, statute or ordinance relating to workmen's compensation, disability, old age benefit, industrial safety, or other similar matters.

18. General. These Terms & Conditions constitute the entire understanding between the Parties with respect to the Services and supersedes all prior and contemporaneous communications. It shall not be modified except in writing and signed on behalf of Customer and CommScope by their respective duly authorized representatives. If any provision herein shall be held to be illegal, invalid or unenforceable, the remaining provisions shall remain in full force and effect, and the provision shall be deemed amended to substitute a valid provision so as to implement the intent of the Parties. No waiver of any breach of any provision of herein shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party. Section headings are intended for convenience only and shall not be deemed to supersede or modify any provisions. Customer may not assign the Services without the prior written consent of CommScope, which consent shall not be unreasonably withheld.

19. Training. Instructor-Led Training (ILT) and Virtual ILT (VILT) a maximum of 8 students per class available for all CommScope Products, unless stated otherwise. Limitations are based on lab equipment access. Training for a single customer is quoted per session. The class will be scheduled to best meet Customer’s timetable and availability of instructor.

Customer has the option of attending open enrollment classes at CommScope training facilities. Open Enrollment classes are quoted per student. eLearning calendar is available at: http://www.arris.com/support/learn/calendar/.

http://www.arris.com/support/learn/calendar/




Cancellation fee schedule:

Days Prior Fee Charge

21 No fee

7-20 50% of total cost

6 or less 100% of total cost

CommScope does not reimburse hotel or travel cancellation fees.

CommScope, Inc. 1100 CommScope Place SE Hickory, NC 28602

Date post:	27-Jun-2020
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