Real engineers,
in your time zone
When a transceiver fails, you do not need a script — you need someone who understands your network platform, your OEM and your maintenance window. Here you open a case directly with EON engineering. If your operation requires a contractual SLA and dedicated RMA management, see the premium support plan.
What do you need to solve today?
Open a ticket · main
Technical cases, configuration, equipment returns, escalations.
Proof of concept
Request samples to validate in your lab before any large order.
Warranty verification
Check the warranty status of a transceiver by serial number.
Advance replacement (RMA)
Request the replacement of a module under the advance replacement program.
Already an EON partner?
As a channel partner you get priority ticket follow-up, RMA history, registered deals and reserved technical downloads. Write to us and we will set up your access.
Bogotá, Colombia
Centro Empresarial Pontevedra, Cl. 98 #70-91, Oficina 716, Suba, Bogotá DC, Colombia
View on Google MapsSergio Morales
Regional Manager, Latin America · Serves all of Latin America from headquarters in Colombia.
Frequently asked questions about support
How do I open a technical support case with EON?
From the tickets page: state the transceiver model, the network platform where it is installed (equipment and firmware version) and the symptom. With the module's DOM readings (Tx/Rx power, temperature) the diagnosis moves much faster — the engineering team responds Mon–Fri 9 am–6 pm COT.
What does the warranty on an EON transceiver cover?
The product warranty covers manufacturing defects for up to 5 years depending on the module family (1- to 5-year product warranty). It is independent of the 90-day service coverage of the recoding service under the agreed conditions. The RMA process validates the diagnosis with the DOM readings before approving the replacement.
How does the replacement (RMA) of a failed module work?
Open the case with the module's DOM diagnosis; if the failure is confirmed as the transceiver's, the RMA is approved and the replacement follows our typical dispatch in 48h*, subject to availability, destination country and logistics. EON serves Latin America and Spain from a centralized operation in Colombia.
*Subject to inventory, destination country, carrier, customs, the customer's import process and third-party logistics conditions.