The Harmonic global service and support organization is committed to excellence in every way. With world-class service plans, a global network of local support professionals, and customers on six continents in 110 countries, Harmonic provides a flexible and responsive team that customers rely on to maintain complex video infrastructure solutions around the globe. Our dedication to providing an outstanding level of service and forging close working relationships with our customers has resulted in an industry-wide reputation for service and support excellence.
Emergency – Down System: The product(s) or any part thereof is inoperative, or performance of the product is so degraded that normal operations are prevented almost entirely.
Critical: Performance of the product is so degraded that substantial disruption to normal business operation is occurring, or the problem is threatening to cause a critical system failure.
Major Impact: The product or any part thereof is experiencing errors or problems that have no impact on normal operations.
Minor Impact: Minor problems, conditions, or documentation errors which are easily avoided or circumvented by the customer.