Service levels
We offer service levels from "I can fix it myself" to "I need someone on the phone immediately".
The classic warranty extension. You get free firmware updates and email support, and we replace a defective router in advance for 70% of the list price.
A much better choice: support by phone and email. We help you to configure your device via remote desktop. And you get a free advance replacement for a defective router. Should the device one day become obsolete, you will receive an upgrade for a small processing fee.
If you are running a mission critical setup, this is exactly what you want. Priority support, same day shipment in case your device is defective. And if your device becomes obsolete, you get a next-generation device for free.
| 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
| Bronze | Silver | Gold | |
|---|---|---|---|
| Enterprise CPE / Router (Multichannel VPN Router, Toughlink etc) | 10% | 19% | 31% |
| Multichannel VPN Hub | 16% | 25% | 37% |
Much more information about VLM is available for download in a handy two-page brochure.
