After Hours Emergency Support
If you have an outage condition that cannot wait until normal business hours you can call Zhone after hours support. After hours outage support is a service that is included in service contracts and warranty coverage. If you do not have a service contract or warranty coverage you will be billed the standard technical support off hours billing rate. You must agree to pay this before service will be rendered. Billing will be completed after the work is performed and during normal business hours.
To expedite your call you should open an online service report first with as many details as possible. When you call the after hours number reference the service request number that was provided by the online service request ticket system. You must call the after hours support number to receive support after hours.
After Hours Support Contact
Please call the Zhone Support desk at 877-946-6320 or 510-777-7133, select options 3, 1, 1 , for MALC, MX, and MXK product after hours support.
Non-Contract Support Billing Rate
The standard non-contract off hours billing rate can be provided to you by your reseller or the on-call Technical Support engineer.