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Warranty

WarrantyDescription
Hardware Basic WarrantyOne Year return to factory for replace or repair
Software Warranty90 Days, Fiber Mountain AllPath Director

Maintenance Plans

StandardPremium
Hardware Maintenance
Support HoursM-F, 8am-5pm EST, excluding holidays24 x 7 x 365
Repair Turn Around5-7 business daysNext business day
Firmware upgradeMinor and patch updates on current version onlyMajor, Minor and Patch updates
Software Maintenance
Support HoursM-F, 8am-5pm EST, excluding holidays24 x 7 x 365
Firmware upgradeMinor and patch updates on current version onlyMajor, Minor and Patch updates

Support Contact

Emailsupport@fibermountain.com
Phone1-800-480-9424
Support Portal*https://fibermountain1.freshdesk.com/

When opening a ticket via email or the support portal, please include the following:

  • Support Contract Number
  • Priority Level ( P1, P2, etc.) – See below for priority definition
  • Description of the issue
Priority LevelDescription
P1A production installation of purchased FMI hardware/software is completely inaccessible or most of its functionality is unusable. For P1 issues, please open a support ticket by phone.
P2One or more important features of purchased FMI hardware/software has become unusable
P3Any other case where a feature of purchased FMI hardware/software is not operating as documented
P4All enhancement requests and general questions.

Non-Contract Maintenance

Support hoursPrice
Normal business hours (8am-5pm EST)$1500 per incident
After Business hours (8pm-8am EST)$2250 per incident
Weekends / Holidays$3000 per incident

Training

Fiber Mountain offers several different training options to fit the individual needs of our customers including a BICSI-accredited certification class worth 20 CEC credits. If the structured training below do not meet your needs, our training professionals offer custom training where Fiber Mountain will create a training environment to address specific focus areas.

Structured Training

Structured training classes are conducted at Fiber Mountain’s corporate headquarters in Cheshire, CT.

  • Full and complete FMI solution certification (3-days) *earn 20 BICSI CECs
  • APD User certification (1-day)
  • Systems Administrator certification (1-day)
  • Hardware Troubleshooting and Diagnostics certification (1-day)

Custom Training

Custom training classes are led by certified Fiber Mountain instructors and include any combination of
the topics listed below. Custom training can be conducted at Fiber Mountain Headquarters in Cheshire,
CT or ‘suitcased’ and delivered at your facility. Custom training is offered in 1- or 2-day sessions and
broken down into ½ day blocks, up to 6 students per block. Fiber Mountain instructors will work with
you to design a training program that fits your specific needs. Classes offered are as follows

  • APD Basic User
  • Hardware installation, configuration, & turn up
  • Basic System Administration
  • Troubleshooting and Diagnostics
  • Fiber Optic cabling basics

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