Operating and maintaining modern telecommunication networks are comprehensive and complex tasks.
A variety of network elements some of them from different technical generations and different equipment versions must be monitored and maintained.
DZS supports customers with a customised service offer for maximum cost transparency and high investment protection.

Service Level Agreements (SLA)

The DZS Service Level Agreement (SLA) is an agreement between the customer and DZS for providing a defined technical support for network operation and for ensuring a rapid and skilled handling of problems in the case of malfunctions. The customer can call up at any time and immediately promised benefits under the SLA. The technical support is provided within the framework of defined response and processing times in the direct contact between the DZS system experts and customers.

Specifically, an SLA includes the following features:

  • Help Desk & Technical Assistance Service
  • 24/7 Emergency Recovery Service
  • Incident-, Problem- and Escalation Management
  • Ticket tracking via the DZS Service Cloud (more ...)
  • Remote & Onsite Diagnostics
  • Hardware Express Exchange

Hardware repair and exchange service

For the safe operation of network infrastructures, DZS provides comprehensive services to repair and exchange system components. This simplifies spare parts logistics for our customers and guarantees that always the newest spare parts are used. DZS provides on demand the repair of system components beyond their product life cycle. Hence,
the components can remain in active use longer – this has a positive impact on the Return-on-Investment (RoI).
(more ...)

Engineering Service

Installation, system configuration and system adaptations are carried out by the engineering service. On-site system setup, relocating the system, installation of additional hardware, modification of existing hardware configuration, de-installation as well as removal and return to the customer cover the
complete life cycle of the individual systems.


Creating network and system documentations

For a smooth operation, we provide a comprehensive documentation (manuals, technical documentation, operation management manuals).



  • Customer-specific service offers
  • Long-term product reliability and product care; highest investment protection
  • Monitoring and ensuring the highest availability by 24/7 helpdesk services
  • Fast and transparent processing of repair of hardware components
  • Spare parts supply as well as repair and logistics services directly from the manufacturer