SERVICES
Peplink Support
If you need help, call (352) 316-7704
| EssentialCare | SmartCare | West Support (requires EssentialCare or SmartCare) | West Support SLA (requires SmartCare) | ||
|---|---|---|---|---|---|
| Standard Hardware Replacement | If your equipment fails, the equipment would be sent to peplink for analysis and repaired or replaced | ||||
| Advanced Hardware Replancement | with Smart Care |
If your equipment fails, a replacement will be overnighted to you and you will return the damaged equipment within 7 days | |||
| Firmware Updates | Access to the latest firmware that your hardware version supports View firmware | ||||
| InControl2 Cloud Access | Access to Peplinks central cloud View InControl | ||||
| 8-5 Email Support | |||||
| 8-5 Phone Support | |||||
| 24/7 Phone Support | |||||
| Troubleshooting (Scope) | 1 Router Features only |
2 Router Features & Basic WAN support |
3 Installed configurations, Troubleshooting does not include engineering and design |
3 Installed configurations, Troubleshooting does not include engineering and design |
|
| Hardware Issues | Issues related to the hardware and features working only, no troubleshooting of data that doesn't originate from the router | ||||
| Hardware Feature Questions | Issues related to the hardware and features working only, no troubleshooting of data that doesn't originate from the router | ||||
| Traffic that originates outside the router (like VOIP servers, web servers, mail flow) | Issues related to the hardware and features that originate from another source, like VOIP and Web Servers. | ||||
| Configuring features, like SpeedFusion, VPN, IPSec, HA | |||||
| 2 hour response SLA | |||||
| Can be bundled with EssentialCare | |||||
| Can be bundled with SmartCare | |||||
| Can be billed monthly |
EssentialCare
(Annual Pricing ):
(Annual Pricing ):
- Hardware replacement
- Firmware
- InControl2
- Support from forums or email
SmartCare
(Annual Pricing):
(Annual Pricing):
- EssentialCare
- Phone support & advanced RMA
West Support
(Annual Pricing):
(Annual Pricing):
- All traffic that passes through the device
- Troubleshooting configured systems
- Advice and friendly service
West Support SLA
(Monthly or Annual Pricing):
(Monthly or Annual Pricing):
- Support
- 24/7 Phone & 2 Hour Response