Support

Technical Assistance

Warranty & Support Program

Warranty & Support Program

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