Warranty
| Warranty | Description |
|---|---|
| Hardware Basic Warranty | One Year return to factory for replace or repair |
| Software Warranty | 90 Days, Fiber Mountain AllPath Director |
Maintenance Plans
| Standard | Premium | |
|---|---|---|
| Hardware Maintenance | ||
| Support Hours | M-F, 8am-5pm EST, excluding holidays | 24 x 7 x 365 |
| Repair Turn Around | 5-7 business days | Next business day |
| Firmware upgrade | Minor and patch updates on current version only | Major, Minor and Patch updates |
| Software Maintenance | ||
| Support Hours | M-F, 8am-5pm EST, excluding holidays | 24 x 7 x 365 |
| Firmware upgrade | Minor and patch updates on current version only | Major, Minor and Patch updates |
Support Contact
| support@fibermountain.com | |
| Phone | 1-800-480-9424 |
| 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 Level | Description |
|---|---|
| P1 | A 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. |
| P2 | One or more important features of purchased FMI hardware/software has become unusable |
| P3 | Any other case where a feature of purchased FMI hardware/software is not operating as documented |
| P4 | All enhancement requests and general questions. |
Non-Contract Maintenance
| Support hours | Price |
|---|---|
| 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
