Celona is the first in the industry to offer the entire hardware and software stack require to deploy and operate private LTE networks in a highly automated manner – without compromising the powerful features of the cellular wireless technology. Celona solution offers three areas of unique differentiation in the market:

  • First integrated end-to-end private mobile network architecture,
  • Only solution that truly integrates with an existing enterprise network, and
  • KPI-driven operations that focus on app experiences beyond infrastructure.

Purpose of this article is to provide an overview of our technical support capabilities and warranty options for the hardware components.

Celona Express Support

The Celona CBRS LTE subscription includes 24x7 online technical support and free access to software updates for the Celona platform, featuring Celona Orchestrator, Celona Edge, Celona OS for its indoor and outdoor APs.

  • Global 24x7 access for Severity 1-4
  • Aggressive response times for critical issues, and root cause analysis
  • Unlimited number of support requests and remote support
  • Online access to product docs, articles and other online resources

Following the report of an issue by customer to Celona via the email address support@celona.io, Celona will adhere to the response and resolution times (measured from the Start Time) for issues reported as set forth below.

Feature

Celona Express Support

Hours of Operation

24 x 7 x 365

Length of Service

3 or 5-year subscription

SaaS & Access to Product Updates

Yes

Method of Access

Email and chatbot

Access to Help Center, Knowledge Base and Community Forums

Yes

Number of Support Requests

Unlimited

Root Cause Analysis

Severity 1 & 2 by request

Critical (Severity 1) Response Time

1 business hour

High (Severity 2) Response Time

4 business hours

Medium (Severity 3) Response Time

8 business hours

Low (Severity 4) Response Time

24 business hours

Business Hours

Monday – Friday, 8am – 6pm (PST/PDT)

Severity

Definition

Critical (Severity 1)

Any Error reported by Customer where the majority of the Users for a particular part of the Service are affected, the Error has high visibility, there is no workaround, and it affects Customer’s ability to perform its business.

High (Severity 2)

Any Error reported by Customer where the majority of the Users for a particular part of the Service are affected, the Error has high visibility, a workaround is available; however, performance may be degraded, or functions limited.

Medium (Severity 3)

Any Error reported by Customer where several of the Users for a particular part of the Service are affected, the Error has high visibility, a workaround is available; however, performance may be degraded, or functions limited.

Low (Severity 4)

Any Error reported by Customer where a single User is severely affected or completely inoperable or a small percentage of Users are moderately affected or partially.

Hardware Warranty and Return

To request a return under the Hardware Warranty, Customer must notify Celona (or if the Products were purchased by Customer through a Partner, Customer may notify the Partner) within the Hardware Warranty period. To initiate a return directly to Celona, Customer must send a return request to Celona at support@celona.io.

Hardware

Warranty

Celona Indoor and Outdoor Access Points

Limited hardware warranty, as long as APs are operational under an active subscription, with RMA advanced replacement

Celona Edge Appliances and External Antennas for Celona Outdoor AP

1-year limited hardware warranty with RMA advanced replacement

Hardware Products subject to the Limited Lifetime Warranty are eligible for advance replacement, in which case the replacement Hardware units will be shipped to Customer within one business day following issuance of the RMA.


To join our growing community of industry experts and engineers who are partnering with us in defining the future of enterprise wireless, visit celona.io/community.

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