Product health checks must be performed before reinstating expired Service Level Agreements or before adding a Service Level Agreement to a product that was not initially purchased with one.
To perform a health check Ecessa Technical Support must access the device to verify that it is in good operating condition. This is a simple process that typically takes about 5 minutes. There will be no configuration changes or interruption to traffic
Typically Ecessa Technical Support will log directly into the device using credentials provided by the customer to perform the health check. In special cases, such as where the device is not publicly accessible, the health check may be done via a screen sharing application.
Health checks are performed only during our regular business hours as described in Hours & Availability.