PEPLINK SUPPORT

Peplink Support From Certified Experts

Pair Peplink hardware care plans with West Networks Enterprise Annual Support for engineering help on everything that passes through your router.

Since 2012

DEPLOYMENTS NATIONWIDE

Certified

PEPLINK PARTNER

FirstNet

READY DEVICES

24/7

MONITORING AVAILABLE

SKU: WNAS500

West Networks Enterprise Annual Support

Priced per device, Enterprise Annual Support covers networking and engineering support for the data that passes through the router, including:

24x7 phone support
Priority email support
Troubleshooting issues that originate from another source, like VoIP and web servers
Troubleshooting configured systems, like SpeedFusion, VPN, IPsec, and HA

Enterprise Annual Support requires an active Peplink hardware care plan.

COMPARE PLANS

Peplink EssentialCare and SmartCare cover the hardware. West Support adds engineering help for your configurations and traffic.

COVERAGE	ESSENTIALCARE	SMARTCARE	WEST SUPPORT requires EssentialCare or SmartCare	WEST SUPPORT SLA requires SmartCare
Standard hardware replacement Failed equipment is sent to Peplink for analysis and repair or replacement.	✓	✓	✓	✓
Advanced hardware replacement A replacement is overnighted to you; return the failed unit within 7 days.	–	✓	✓ with SmartCare	✓
Firmware updates Latest firmware your hardware supports. View firmware	✓	✓	✓	✓
InControl 2 cloud access Access to Peplink's central cloud. View InControl	✓	✓	✓	✓
8-5 email support	✓	✓	✓	✓
8-5 phone support	–	✓	✓	✓
24/7 phone support	–	–	–	✓
Troubleshooting scope	Router features only	Router features and basic WAN	Installed configurations*	Installed configurations*
Hardware issues and feature questions Hardware and features only; no troubleshooting of data that does not originate from the router.	✓	✓	✓	✓
Traffic from outside the router Issues from other sources, like VoIP servers, web servers, and mail flow.	–	–	✓	✓
Configuring features SpeedFusion, VPN, IPsec, HA.	–	–	✓	✓
2-hour response SLA	–	–	–	✓
Can be bundled with EssentialCare	–	–	✓	–
Can be bundled with SmartCare	–	–	✓	✓
Can be billed monthly	–	–	–	✓

*Troubleshooting covers installed configurations and does not include engineering and design.

PEPLINK SUPPORT

Tell us about your devices and how critical they are, and we will recommend the right combination of care plan and West Support.