Versa Technical Support SLA and Escalation Matrix

v 1.23

                                                                                                                                                                                    26^th October 2026

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Table of Contents

1.    Introduction. 4

2.    Overview.. 4

2.1 Reporting an Issue & Opening a Support Ticket 4

2.2 Support Structure. 5

2.3 Support Ticket Priorities. 5

2.4 Other Terms Defined. 6

3.    Escalation Guidelines 8

4.    Support Subscription Options. 9

5.    Incident Matrix. 10

5. 1 Premier Support SLA Definitions. 10

5.2 Standard Support SLA Definitions. 11

6.    Escalation Management Notification and Briefing. 12

7.    Contacting Versa for Support 13

8.    Reporting Incident on Versa Support Webpage. 13

8.1 Obtaining a Versa Support Login and Password Credentials. 13

8.2 Create a Support Ticket 14

8.3 Information Required for opening Support Ticket 15

8.4 Escalation of Ticket Priority. 16

9.    Versa CSG Hardware Support 17

10.  Additional Hardware Support Options. 18

11.  Versa CSG Hardware Support Process. 21

12.  Escalation Matrix. 25

13.  Revision History. 26

1.    Introduction

At Versa Networks, we value the needs of our customers and partners. We strive to make our products the best-in-class to assure the highest level of availability for your network and services autonomously. However, at times there are incidents which require immediate attention. We have established a Global Support Management Centre (Versa - GSMC) to provide 24x7 support where we cater to the urgent needs of our customers and partners by providing timely and accurate support. Our GSMC comprises of highly skilled engineers who work around the clock to provide high-quality support with the goal of minimizing any service impact or downtime through fast problem resolution.

2.    Overview

2.1 Reporting an Issue & Opening a Support Ticket

Use one of these methods to create a support ticket:

1. Send an email to support@versa-networks.com
   Our automated system enables an email with new unique subject to create a new ticket. Subsequent email exchanges on the email thread will update the same ticket.
   
   
2. Log to https://support.versa-networks.com/
   Each user creating ticket will need to self-register with the portal. Once done, user will be able to login and create tickets. Tickets created by any user will show up only for that user. User can view all the tickets reported by the same user either by email or using portal. Refer to the procedure in Reporting Incident on Versa Support Webpage for more information.
   
   
3. Call toll free numbers mentioned in section 7
   
   

2.2 Support Structure

1. Customer Support Team (Level 1)

Every incoming phone call is answered by a member of this team.  This team creates a service request and collects the necessary information from the customer.

2. Solution & Support Team (Level 2)

Once a service request is created, either by a Customer Support representative, or via the customer portal or through a mail to support@versa-networks.com, it immediately gets assigned to a member of the Level 2 team. Level 2 Team Engineer starts working on the case depending on the Priority of the case, which is based on predefined parameters. A critical issue of service or site down gets the highest priority, thus immediate attention.  Lower priority issues can take longer. The maximum time-frame for them to work on the reported issue is 1 to 4 business days depending on the predefined priority of the case.

3. Customer Engineering Team (Level 3)

This team is our software development and Quality Assurance team who have designed, developed and tested the product.  This team gets pulled in as needed and is not dedicated part of the support team.   If a Level 2 engineer is not able to resolve a problem, it is escalated to this team. They try to recreate the issue and find either a solution or a workaround. For critical issues, members of our development and QA team get mobilized immediately while lower priority issues may take longer.  The maximum timeframe for them to work on the reported issue is 1 to 5 business days.

2.3 Support Ticket Priorities

Priority 1 (Urgent): Critical Defect

Network is "down”, or the system is inoperable, causing a complete loss of service in a production environment. No Workaround or recovery is immediately available i.e. there is a critical impact to business operations. Customer and Versa will commit all necessary resources round the clock to resolve the situation.

Priority 2 (High): High Major Defect

A major system function is not operating according to Versa Networks specifications, resulting in a loss of service and no Workaround is immediately available. The use of a feature is restricted but the system is not completely inoperable.

There is a partial loss of service due to a failed Equipment component.

Customer and Versa will commit full-time resources during normal business hours to resolve the situation.

Priority 3 (Medium): Minor Defect

A minor inconvenience occurs but does not significantly impact operation of the system. Some functional restrictions exist, but there is no critical or severe impact on operations.

Priority 4 (Low): Inquiries and Cosmetic Issues

Technical questions regarding Covered Product features, functionality or operation. An anomaly exists that does not impact system operation.

2.4 Other Terms Defined

Defect or Defective

 Any instance where Licensed Software or Equipment does not substantially perform in accordance with its applicable specifications. Defect severity levels are described in Section 2.2 of this document.

Fix

A change in Licensed Software, Equipment or documented procedures which removes a Defect.

Licensed Software

The Software and Third-Party Software licensed to Customer or Reseller under the Agreement.

Maintenance or Service Release

A maintenance or service release may be offered within a software release lifecycle and contains adaptations, omissions and defect fixes. Each new maintenance release supersedes the previous version as the de-facto GA version of the major or minor release.

Major Release

A new version of the Licensed Software that involves major infrastructure changes or introduce new functionality/features.

Patch Release

A version of the Licensed Software that includes defect fixes for a major or maintenance release.  This may be a temporary mechanism to address the immediate issue and does require the customer or partner to upgrade to the next recommended software release.

Workaround

A method by which a user of the Licensed Software and Equipment can, by making a limited number of procedural or configuration changes, prevent the occurrence or reoccurrence of a problem or Defect.

Any capitalized terms not defined in this Plan will have the meanings set forth in the Agreement. If there is any conflict between the terms of this Plan and the Agreement, the Agreement shall control.

3.    Escalation Guidelines

Versa follows this approach where all the incidents are handled in the most proficient manner:

1. A service request is generated immediately when an issue is reported and the customer or partner are provided a service request number.
2. Based on the severity of the issue, a Priority is assigned to each reported incident.
3. All P2, P3 or P4 case are handled by the Level 1 team.

• The first response to the customer or partner support is sent as per table under section 5 in this document.
• If Level 1/2 Team is not able to resolve the incident within the predefined timeline as set in the incident matrix, it is escalated to next level of support team.

4. All P1 cases are immediately escalated to the Level 2 Team.
   • If Level 2 engineer deems necessary, issue escalated to Level 3 Team.

• • Level 3 team works on the issue along with Level 2 Engineers. Based on the issue complexity, they either provide a solution to the customer, or a work around solution which can resolve the issue temporarily Or If identified as a product bug or a Feature Enhancement Request, a reference tracking ID would be provided to the customer.

5.  Every incident is updated at regular intervals.

4.    Support Subscription Options

Versa Provides 24x7 Standard Support as well as Premier support services.

The table below indicates the services under each type of support service.

* Named expert resource working based on one of the customer designated time zone. 24x7 standard support beyond 8x5 using L2 TAC

** Upgrade support in consultative form, review of upgraded SOPs and assistance with post upgrade checks and verification

*** For issues identified due to Versa component only and is based on specific customer requests for P1 issues

**** Limited number of bundled with training and certification

5.    Incident Matrix

5. 1 Premier Support SLA Definitions

This table provides SLA information about the Versa technical support incident matrix for software related problems under Premier Support.

5.2 Standard Support SLA Definitions

This table provides SLA information about the Versa technical support incident matrix for software related problems under Standard Support. This is bundled within product sale.

* Calendar hours and/or days

** Business hours and/or days

6.    Escalation Management Notification and Briefing

Versa internal escalation process is intended to notify and brief various levels of management throughout the life cycle of technical issues. This ensures that the appropriate resources within Versa are utilized to resolve outstanding technical problems as efficiently as possible. The following schedule shows the manager receiving notification, and the elapsed time at which notification is given, according to the Priority Level; escalation continues until the issue has been resolved or a satisfactory workaround has been implemented:

Escalation Guideline

7.    Contacting Versa for Support

You can use these methods to report incidents to Versa Support:

1. Support Webpage (most preferred way)

Login to https://support.versa-networks.com/support_home?id=versa_login  create a service request, this will help us in providing a faster resolution to incidents reported by you.

2. Phone

3. E-mail—Send an e-mail to support@versa-networks.com

8.    Reporting Incident on Versa Support Webpage

Follow these to report an incident on the Versa support webpage:

• Obtaining a Versa Support Login and Password Credentials
• Create an Incident Case
• Information Required for Incident Reporting

8.1 Obtaining a Versa Support Login and Password Credentials

Creating an online support account with Versa Networks enables you to access secured resources like the Versa Support site. Support account can be created on the Web form located at https://support.versa-networks.com/support_home?id=versa_login 

You are required to use your company e-mail domain for your Versa Support account user ID. This allows Versa to identify you, link your account to the appropriate company profile, and ensure proper entitlement. Individual account e-mail addresses must match the company’s e-mail domain listed within the service contract in order for the account to be set up.

In case you do not have an account, click on “SIGN UP WITH US” option and follow the instructions.

If you have account, click on “LOGIN WITH SSO” and follow the instructions on the screen.

8.2 Create a Support Ticket

Follow these steps to create an incident case:

1. Login to the support page https://support.versa-networks.com
2. Post successful login, please click on “Support Ticket” to create a new support ticket.

3. Write the incident subject and message describing the problem and attach any log file (if any)
4. You can also search for Solution under our extensive Knowledge Base.

8.3 Information Required for opening Support Ticket

Enter this information to provide quick resolution:

• Your name
• Your organization
• Your e-mail ID
• Your phone number
• Type of Versa Node—VOS (aka VOS) / Versa-Director / Versa SD-WAN Controller / Versa Analytics
• Description of the issue
• Versa S/W release— Run the show system details CLI command and copy the output
• Suggested priority—P1/P2/P3/P4
• Configuration
• Output of Tech support detail—request system tech-support

8.4 Escalation of Ticket Priority

In the event that the Customer determines that the business impact or urgency of an existing incident has increased, the Customer may escalate the priority of the ticket to Priority 1 (P1) or Priority 2 (P2) using the Versa Support Portal based on the priority guidelines.

Upon changing the ticket priority, Versa strongly recommends that the Customer also contact the Versa Support Hotline to notify the support team of the revised impact and urgency. This ensures that the incident receives the appropriate level of attention and response in accordance with the applicable service levels.

Note: Versa ticket priorities are based on the impact and are described in the tables in sections 5.1 and 5.2 in this document.

9.                Versa CSG Hardware Support

Versa CSG platforms come with 2 years of warranty and in addition our customers can purchase hardware support SKUs to extend this coverage further or to place that unit under proactive replacement coverage. This document is meant to capture the scope of hardware warranty, additional hardware support coverage options and how hardware support works

Limited Hardware Warranty

Versa Networks warrants that for a period of two (2) years from the date of shipment to the customer, Versa Networks hardware purchased by customer ("Hardware") shall be free of defects in material and workmanship under normal authorized use consistent with the product instructions. Product warranty extends only to the original purchaser of the Hardware from a Versa Authorized Reseller or Versa Networks, itself. In the event that Versa Networks receives notice during the warranty period that any Hardware does not conform to its warranty, Customer’s sole and exclusive remedy, and Versa Networks sole and exclusive liability, shall be for Versa Networks, at its sole option, to either repair or replace the non-conforming Hardware in accordance with this limited warranty. Hardware replaced under the terms of any such warranty may be refurbished or new equipment substituted at the option of Versa Networks. Versa Networks will use commercially reasonable efforts to ship the replacement Hardware within 4 (four) weeks after receipt of the product at a regional hub of Versa Networks Repair Center. Actual delivery times may vary depending on the customer location.

Warranty Start Date

Warranty Start Date means (i) the date Versa hardware is shipped from the manufacturing facilities of Versa Networks, Inc. ("Versa Networks"), (ii) in the case of resale by a Versa Authorized Distributor, the date not more than ninety (90) days after original shipment of this product by Versa Networks.

Dead On Arrival ("DOA")

For hardware that is considered Dead On Arrival (DOA) within the first ninety (90) days from the shipment date of product from Versa Networks manufacturing facilities, Versa Networks will provide an expedited replacement of the affected field replaceable unit (FRU). A new unit will be made available for shipment – within 15 calendar days - from a designated Versa Networks manufacturing facility upon RMA issuance. Defective product must be returned within fifteen (15) days from receipt of replacement unit, or customer will be invoiced the full purchase price of the replacement part. Customers should allow for additional transit and custom clearance time if international customs clearance is required. Pre-Owned/refurbished products that are sold after the published Last Order Date (as defined in the Versa Networks End of Life Policy and Procedure) are excluded from this expedited DOA replacement coverage.

10.        Additional Hardware Support Options

As outlined above, Versa platforms come with 2 years of warranty. Units under the warranty period are covered by Versa Warranty Process as outlined above.

In addition, Versa customers can purchase additional hardware support coverage for each Versa platform. Versa hardware support coverage is specific for each Part-Number-Serial Number combination which identifies a single Versa hardware platform. Our customers can choose different levels of coverage across units.

Additional hardware support coverage includes options described below. In order to obtain such additional hardware support coverage, our customers need to purchase corresponding hardware support SKUs such as the following:

Examples:

SUP-247-RTF-CSG750-WLA         24x7 Return-To-Factory RMA coverage for CSG750-WLA

SUP-NBDAS-CSG750-WLA         Next Business Day Advanced Shipment RMA coverage for CSG750-WLA

SUP-NBDAR-CSG750-WLA         Next Business Day Advanced Replacement RMA coverage for CSG750-WLA

SUP-SBDAR-CSG750-WLA          Same Business Day Advanced Replacement RMA coverage for CSG750-WLA

24x7 Return-To-Factory Coverage (24x7 RTF)

24x7 RTF coverage can be purchased to extend hardware support coverage beyond 2 years of warranty period.

By purchasing this level of hardware coverage, customer is entitled to get their unit returned to a regional warehouse for the unit to be repaired or replaced within 4 weeks.

Once the unit is determined to be faulty by Versa support, end customer is responsible for shipping of faulty hardware to local depot address provided by the Versa support team. Versa will repair or replace faulty hardware and deliver it back to customer site within 4 weeks.

24x7 RTF coverage includes delivery costs of the replacement unit while it excludes VOS software support, customs, VAT, taxes and shipment costs for the return of the defective unit.

Next Business Day Advance Replacement (NBDAR)

NBDAR coverage allows our customers to get the replacement unit without waiting for the return and repair process. NBDAR replacement unit will reach the End User site the Next Business Day from time of a valid Call for Remedy, where SLA hours are only counted Monday to Friday 9 AM to 5 PM (Not including Bank Holidays). Versa will ensure that spare parts are kept in local main warehouse(s) to fulfil the hardware support SLA.

Next Business Day Advance Replacement coverage includes on-site delivery via service technician, all shipping costs, customs, VAT, other taxes and return costs for the return of the defective unit.

Next Business Day Advance Replacement support includes on site visit by field technician to replace the unit. The field technician’s responsibility is limited to plug out of the faulty unit and plug in of the replacement unit. The technician’s scope does not include any activities related device power up, configuration, site turn up and checking underlay issues. The technician will carry the faulty unit back and ensure its return to the Versa local warehouse.

Next Business Day Advance Shipment (NBDAS)

NBDAS coverage allows our customers to get the replacement unit without waiting for the return and repair process. NBDAS replacement unit will be shipped to the End User site the Next Business Day from time of a valid Call for Remedy, where SLA hours are only counted Monday to Friday 9 AM to 5 PM (Not including Bank Holidays).

Next Business Day Advance Shipment coverage includes delivery of the unit via cargo to the site, while all delivery costs, customs, VAT, other taxes and return label costs for the return of the defective unit are also included in the price of the service.

Next Business Day Advance Shipment support does not include on-site visit by field technician to replace the unit. Customer is expected to ship the faulty unit to nearest Versa warehouse.

Same Business Day Advance Replacement (SBDAR)

SBDAR coverage allows our customers to get the replacement unit without waiting for the return and repair process. SBDAR replacement unit will reach the End User site the same Business Day within 4 hours in case the time of a valid Call for Remedy is before 3 pm local time and next business day in case the time of a valid call for remedy is after 3 pm local time. SLA hours are only counted Monday to Friday 9 AM to 5 PM (Not including Bank Holidays). Versa will ensure that spare parts are kept in local main warehouse(s) to fulfil the hardware support SLA.

Same Business Day Advance Shipment coverage includes delivery costs of the replacement unit and excludes VOS software support, customs, VAT, taxes and outbound shipment costs for the return of the defective unit.

Same Business Day Advance Replacement support includes on-site delivery via service technician, all shipping costs, customs, VAT, other taxes, duties and return costs for the return of the defective unit. The field technician’s responsibility is limited to plug out of the faulty unit and plug in of the replacement unit. The technician’s scope does not include any activities related device power up, configuration, site turn up and checking underlay issues. The technician will carry the faulty unit back and ensure its return to the Versa local warehouse.

Same Business Day support may not be available at all locations and the availability needs to be confirmed prior to placing this support order on Versa.

11.        Versa CSG Hardware Support Process

Versa uses Warranty Period and Hardware Support SKUs associated with specific Part Number and Serial Number to provide appropriate hardware support coverage to its customers.

Versa tracks coverage of each unit using Customer Support Contract which is assigned to each customer and include details such as Customer order, purchased SKUs, customer name, date of purchase etc.

In order to fulfil its support duties, Versa requires customers to provide certain key information. Once the end customer receives the unit, it is expected that the customer or the Versa Reseller to log into Versa hardware RMA support portal (https://irma.versa-networks.com) to register the unit(s) by the serial number and physical address of the location where the units are deployed. The access to this portal is integrated with Versa IDP platform. All the users registered with Versa IDP or support portal will be able to access iRMA portal.

This informs Versa with details such as warranty and stocking sparing at right locations so that SLAs can be fulfilled.

Based on the support SKU associated with each model number and serial number, Versa gets its RMA partners to place inventory at the right depot locations to cover the SLAs required. Versa works with leading RMA partners across the globe to fulfil our customers’ hardware support needs while providing a single support contact and RMA management point to our customers.

Versa Hardware Support Global Coverage

Versa uses global and regional RMA and logistics partners to fulfil various levels of commitments. All of that complexity is hidden from the customers and for our customers, Versa is the single point of contact for hardware support.

See this table for Versa Hardware Support Coverage:

(For SBDAR – pl. contact Versa to ascertain the availability at the specific location)

How is the Hardware Support Process Initiated?

Single point of contact for RMAs is Versa support line or webpage. Please refer to Versa Support Guidelines for details on how to contact, how to report issues, case priorities, resolution times and more.

Versa requires our customers to call us when they experience a failure. Upon initiation of the support case, Versa support team collects all required information and determines the root cause of the issue. If the issue is determined to be a hardware failure, Versa support will check the hardware support coverage by using the Part Number and the Serial Number of the Versa unit. If the unit has warranty or it is covered under additional hardware support coverage, Versa will initiate the RMA process.

Hardware Return Procedures

Any defective item can only be returned if it references a return material authorization ("RMA") number issued by authorized Versa Networks service personnel. To request an RMA number, customer must contact Versa Networks Technical Assistance Center. Versa TAC will assist customers with RMA processing pursuant to the terms of this warranty. Telephone calls to Versa TAC will not be accepted unless the customer has purchased at least a valid software subscription or Versa Networks service contract for the specific Versa hardware. The RMA number must be included on the outside carton label of the returned item. Transportation costs, if any, incurred in connection with the return of a defective item to Versa Networks shall be borne by customer to the in-country location. Versa Networks shall pay any outbound transportation costs incurred with the delivery of a repaired or replaced item. If, however, Versa Networks reasonably determines that the item is functional, the customer shall pay any transportation cost. If Versa Networks determines, at its sole discretion, that the allegedly defective item is not covered by the terms of the warranty provided hereunder or that a warranty claim is made after the warranty period, the cost of repair by Versa Networks, including all shipping expenses, shall be paid by customer.

The current location of regional warehouses of Versa are:

USA:

NEECO LLC

345, Warfield Ave, Venice

Florida 34285, USA

India:

NEECO ICT SERVICES PRIVATE LIMITED

The corporate park, Plot bearing no 14&15, Sector 18, Vashi (MAFCO)

Navi Mumbai, Tal & Dist. Thane 400703

EU:

NEECO S.R.O

Litevska 1174/8, Prague 10 - Vrsovice

Czech Republic

NORWAY:

KAMY KOMMUNIKASJON AS

Alnabruveien 9, 0668, Oslo

Norway

Turkey:

GALATA TASIMACILIK VE TİCARET A.S.

Hadimkoy Nakkas Yolu Caddesi n.10 Catalca

34555, Istanbul, Turkey

Australia:

XNET IT.

53 Rosenfeld Avenue

North Kellyville, NSW 2155, Australia

12.           Escalation Matrix

Escalation points are as follows:

13.           Revision History

Learn more at http://www.versa-networks.com and follow us on Twitter @versanetworks.

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