We offer service levels all the way from "I can fix that myself!" up to "I need someone on the phone RIGHT NOW."
Your plain old warrenty extension. You get firmware updates and Email support for free, and we'll advance-replace a broken router for 50% of its list price.
A much better choice: Support via Phone and Email. We'll help you configure your device via remote desktop. And you'll get an advance-replacement for a broken router for free. If the device one day is outdated, you get an upgrade for a nominal handling fee.
If you are running a mission critical setup, this is what you want. Priority support, same-day shipment in case you device is broken. And if your device is outdated, you'll get a next-generation one for free.
|Support (Email, Phone callback)||✓||✓||-|
|Priority support (Phone, Email) / 4 hours response time *1)||-||-||✓|
|ARMA (3 day ship time)||(✓ *2)||✓||-|
|ARMA (same day shipment)||-||-||✓|
|Hardware upgrade to successor model *3)||-||(✓ *4)||✓|
|Remote-assisted device configuration||-||✓||✓|
1) During business hours: Mo-Fr, 9 a.m. to 6 p.m. CET; 1st Level Support by Viprinet Partner;
2) With additional charge of 50% of the replacement router´s list price;
3) In case of End of Service (EOS) and existing VLM license goes beyond EOS date;
4) Additional cost: one-time handling fee of EUR 300.00 plus VAT
|Enterprise CPE / Router (Multichannel VPN Router, Toughlink etc)||10%||19%||31%|
|Multichannel VPN Hub||16%||25%||37%|