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 ):
  • Hardware replacement
  • Firmware
  • InControl2
  • Support from forums or email
SmartCare
(Annual Pricing):
  • EssentialCare
  • Phone support & advanced RMA
West Support
(Annual Pricing):
  • All traffic that passes through the device
  • Troubleshooting configured systems
  • Advice and friendly service
West Support SLA
(Monthly or Annual Pricing):
  • Support
  • 24/7 Phone & 2 Hour Response
Screen Connect
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