Linkbit Support Packages
The Linkbit support programs offers two packages - the Hardware + Support Package and the Support Package. Both packages offer premium support beyond the initial limited product warranty.
Advanced Hardware Replacement and Support Package
- Extended hardware warranty
- Ship by next business day
- Software subscription including major, minor, and maintenance releases
- Technical support assistance
Hardware Return and Replace and Support Package
- Extended hardware warranty replacement
- No advanced hardware replacement - ship replacement unit within 14 days of receipt of failed unit
- Software - major, minor and maintenance software releases
- Access to technical assistance
Support Package
- No extended hardware warranty replacement
- Access to technical assistance
- Software - major, minor and maintenance software releases
Customer Support Program
- Linkbit sells the support packages directly to end customers or through partners
- End users call Linkbit for warranty or support
Partner Support Program
- Linkbit channel partners sell and renew support packages directly to end customers
- End users call channel partners for warranty or support issues.
Support Package Comparison
| |
Initial Warranty |
Support Package
(SP-190/193) |
Hardware Return and Replace + Support Package
(HRSP-150/153) |
Advance Hardware Replacement + Support Package
(AHSP-100/103) |
| Hardware Replacement |
Yes, for duration of support contract. |
N/A |
Yes, for duration of support contract. Hardware Return and Replacement - replacement shipped within 14 calendar days of receipt of failed unit. |
Advance Hardware Replacement |
| Advance Hardware Replacement |
No, repair or replacement within 14 calendar days from receipt of the failed unit. |
N/A |
N/A |
Yes, next-business day advance hardware replacement
(See Note 1) |
| Software Subscription |
No, 90-day software warranty from product shipment from Linkhbit, Inc. Provide software maintenance updates during warranty period. |
Yes, from Support Online
(See Note 2) |
Yes, from Support Online
(See Note 2) |
Yes, from Support Online
(See Note 2) |
| Phone Support |
Limited, available during local support center business hours.
Support only for hardware replacement and 90-day maintenance software updates |
Yes, available during local support center business hours.
(See Note 3) |
Yes, available during local support center business hours.
(See Note 3) |
Yes, available during local support center business hours.
(See Note 3) |
| Support Online |
No |
Yes |
Yes |
Yes |
| E-mail Support |
Limited, available during support center business hours.
Support only for hardware replacement and 90-day software maintenance updates. |
Limited, available during support center business hours.
(See Note 3) |
Limited, available during support center business hours.
(See Note 3) |
Limited, available during support center business hours.
(See Note 3) |
Notes:
Note 1
Certain countries may have shipping delays. Advance shipping times may vary based on quantities. Requests must be received by 1 p.m. local service center time to be shipped out the following day. Shipments occur only during weekdays, excluding local service center holidays.
Note 2
Certain licensed features may not be included.
Note 3
For Partner Support Programs (PSP) end-customers - Support hours and response times are determined by the channel partners
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