Support and Services

PacketLight Global Professional Services is dedicated to delivering optimal performance out of your WDM/OTN network. We are your partner in designing, planning, implementing, and maintaining a reliable, scalable and cost-effective optical network. 

PL-Care Global Professional Services

PacketLight Care Center (PLCC) goals are to deliver exceptional support and consulting services to our customers, with the aim of ensuring successful operation and no disruptions to mission-critical operations.

The PLCC team consists of highly trained support and engineering teams, and certified personnel that serve as the backbone for providing professional and quick resolution where required. The service team provides 24x7 support to customers worldwide, including consulting and troubleshooting assistance, online tools, training programs, on-site and off-site support, and hardware and software updates.

In addition, customers can take advantage of PLCC’s tools that monitor and simulate customer networks.

Support Packages

PacketLight products have a one-year basic warranty which covers hardware repair (for faulty equipment) and software support upgrades and updates. In addition to this, PacketLight offers extended warranty packages for the first year, which include 24x7 support and advanced replacement.

Following the first year, PacketLight offers a number of care options, including software and firmware upgrades, extended hardware warranty, advanced hardware replacement, and personalized diagnostic reports and alerts.

Any support package can be tailored to our customer’s requirements.

Available Plans


8 x 5
Phone Support

24 x 7
Phone Support
Spares -
NBD Delivery
PL-CARE 1 Yes Yes Yes    
PL-CARE 2 Yes Yes Yes Yes  
PL-CARE 3 Yes Yes Yes Yes Yes


PL-CARE1 covers initial hardware and software warranty for a period of one year after shipment.

The initial hardware warranty includes repair of faulty PacketLight equipment in accordance with the warranty agreement and PLCC’s RMA guidelines.

The initial software warranty includes new software versions and access to most updated maintenance versions for all PacketLight equipment.


PL-CARE2 package includes PL-CARE1 features, as well as a dedicated 24x7 call center regarding nonfunctioning or faulty PacketLight products, and any other issue that may arise.


PL-CARE3 package includes all PL-CARE1 and PL-CARE2 features, as well as spare parts dispatched from local offices or PacketLight headquarters, within the next business day (NBD).

Please contact us for a quote or further assistance.

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