Have you been experiencing issues for more than 2 weeks? Contact your current service provider.
When you have connection issues, it’s always best to first call your current service provider. Together, you will perform brief troubleshooting to help identify the cause of the issue.
If the issue cannot be resolved with your service provider, a ticket will be created and forwarded to Open Infra's technical team. A technician will then pick up the ticket shortly and begin troubleshooting. Open Infra’s technical department maintains a 4-day SLA (Service Level Agreement) towards the end customer once we receive the ticket.
If a field service technician is required, you will be booked within 4 days from the time the ticket is received.
In order for our Field Service department to proceed with your ticket, we always need confirmation from you, as the customer, that you accept the price list.
Below you can see our price list.
| ITEM NUMBER | ITEM NAME | DESCRIPTION | UNIT | PRICE |
| ST01 | Starting Fee (4 days, regular SLA) | Troubleshooting from the property boundary to the fiber optic box. Includes: troubleshooting, basic fault correction, planning a new installation, or other major changes up tot wo hours | Peace | $140.00 |
| ST03 | Starting Fee (2 days SLA) | Troubleshooting from the property boundary to the fiber optic box. Includes: troubleshooting, basic fault correction, planning a new installation, or other major changes up tot wo hours. When choosing ST03, a debit will be applied regardless of the cause. | Peace | $190.00 |
| ONT01 | Repair or replacement | Replacemenf of converter 1 Gbps | Peace | $65.00 |
| ONT02 | Repair or replacement | Replacemenf of converter 10 Gbps | Peace | $180.00 |
| PSU01 | Replacement Power Supply | Replacement ot power supply to converter | Peace | $30.00 |
| RE01 | Relocation | Relocation of the fiber optic box interior | Peace | $900.00 |
| RE02 | Relocation | Relocation of the fiber optic box exterior | Peace | $1,200.00 |
| CT01 | Fibercut | Fiber cut within the customer's property line. | Peace | $380.00 |
| TE01 | Fibertech | Hourly fee for fibertechnician | Hour | $75.00 |
| ST02 | Missed technician visit | A technician visit must be rescheduled or canceled 24 hours in advance. Otherwise, an invoice will be sent to the customer. if the customer was not available at the agreed appointment. | Peace | $120.00 |
| ONT03 | Replacement | One-time fee for upgrading the fiber optic box to 10 Gbps. Includes: 10G fiber optic box and 10G port in the distribution cabinet. | Peace | $360.00 |
| *) The startup fee is an initial charge. Additional fees may apply, which will be calculated based on the individual work ord er and added to the invoice. An invoice will be issued to all private customers. |
| **) The price may vary depending on the severity of the work. The costs are composed of material and labor |
| Approval of the price list and the general terms and conditions must be provided in connection with the dispatch by field service technicians, regardless of the cause of the damage. When your fault report is received by the field service, an email will be sent to the affected person. A visit from the Open Infra field service team will occur within 4 working days of receiving the fault report from your internet service provider. |
| To unbook a service technician visit, receive support, or get upgrades, please contact our customer support at customerservice.us@openinfra.com or Phone: (855) 910-6050 |