Service levels
With Viprinet products being serviced for 20 years, there are multiple Generations of both products and firmware that may run on them. Here we explain these, and show how long you can receive updates and support for those.
| Bronze | Silver | Gold | |
|---|---|---|---|
| Support (email, phone callback) *1) | ✓ | ✓ | - |
| Priority support (Phone, Email) / 4 hours response time | - | - | ✓ |
| ARMA (3 days processing time) | (✓ *2) | ✓ | - |
| ARMA (same day shipping) | - | - | ✓ |
| Hardware upgrade to successor model *3) | (✓ *2) | (✓ *4) | ✓ |
| Remote supported device configuration | - | ✓ | ✓ |
1) During business hours: Mon-Fri 9 am to 6 pm CET; 1st level support is provided by Viprinet partners
2) Additional fee amounting to 70% of the list price of the replacement
3) If the affected model is no longer supported (EOS), but the existing VLM license survives the EOS date
4) Additional fee of 500 Euro plus VAT
Much more information about VLM is available for download in a handy two-page brochure.
