LANCOM Service Pack 24/7
  • LANCOM Service Pack 24/7

LANCOM Service Pack 24/7

Perfect safeguarding for your LANCOM devices

Customers with small installations and without existing 24/7 support contracts, protect individual elementary network components with the LANCOM Service Pack 24/7. Now equip selected LANCOM devices (see table below) with an all-round solution package and receive fast help from our LANCOM experts within 30 minutes – 24 hours a day, 365 days a year – in the event of massive network disruptions or a total failure. Support access with extended service times is also available for minor malfunctions or requests for information.

Advantages

Just in case – 24/7 support for major incidents

In the event of an emergency, you can rely on quick assistance directly from the manufacturer. In the event of massive operational disruptions or a total breakdown, an experienced employee is available 24 hours a day, 365 days a year with a response time of just 30 minutes to provide advice and assistance. Your network malfunction will be quickly rectified and your services will be up and running again within the shortest possible time.

Extended service times for your support case

You have problems with your hardware, configuration requests or need information about your product?

LANCOM experts will help you with all non-emergency issues with extended service hours from 8 a.m. to 6 p.m. on weekdays (10/5; national public holidays in Germany are excluded). Your support case will be prioritized. LANCOM guarantees a response time of four hours after registration.

Advance replacement on the next business day

Reduce network downtime to a minimum. With the LANCOM Service Pack 24/7 you benefit from advance replacement of the device for which the Service Pack 24/7 was licensed within the EU, and receive a replacement device on the next working day. This service is subject to an existing device warranty.

Product features

  • 24/7 emergency support with guaranteed response time of maximum 30 minutes in the event of massive operational disruptions
  • Extended service hours (Mondays to Fridays, from 8 a.m. to 6 p.m.) for requests outside emergency support
  • Fast advance replacement in the event of a hardware defect on the next working day with existing device warranty and within the EU
  • Runtime-based option, can be activated per LANCOM device included in the service (see table)
  • Available as option, depending on device category (see table)
  • More than one LANCOM R&S®unified firewall in an HA cluster requires only one Service Pack 24/7 license
  • NOTE: Registration for vProducts (vRouter & vFirewall) only possible via contact to the service team (not via registration form)

Included devices

Each option is available for 1,3, or 5 years. Detailed information about the licenses can be found within the Datasheet

Category Device
Option S LANCOM R&S®Unified Firewall UF-50, UF-100, UF-200
Option M LANCOM R&S®Unified Firewall UF-300
Option L LANCOM R&S®Unified Firewall UF-500
Option XL LANCOM R&S®Unified Firewall UF-9xx,
ISG-4000,
ISG-8000,
XS-5116QF, XS-6128QF and
vRouter unlimited

The LANCOM Service Pack 24/7 also supports other existing devices from Rohde & Schwarz Cybersecurity. A detailed list can be found here: Compatibility of devices

Conditions

If you want to optimally secure your LANCOM R&S®Unified Firewall with the LANCOM 24/7 Service Pack, the following requirements must be met:

  • The LANCOM R&S®Unified Firewall must be in operation with the LANCOM Basic or Full license.
  • The use of the advance replacement is only within warranty and within the EU.
  • NOTE: Registration for vProducts (vRouter & vFirewall) only possible via contact to the service team
    (not via registration form, only via telephone: +49 (0) 2405 / 49 93 6-210 or via e-mail: services@lancom.de)
  • A VAT to the next working day is only possible if the notification of the support case and the dispatch of the replacement unit does not fall on a public holiday.
  • Note for shipping: No parcel shipment can be made on the following days:

    Fixed days per year: 01.01. New Year's Day, 01.05. Labour Day, 03.10. German Unification Day, 01.11. All Saints' Day,
    24.12. Christmas Eve, 25.12. 1st Christmas Day, 26.12. 2nd Christmas Day, 31.12. New Year's Eve

    Variable days: Rose Monday, Good Friday, Easter Monday, Ascension Day, Whit Monday, Corpus Christi

Procurement and registration

The LANCOM Service Pack 24/7 can be procured via the distribution and our resellers.

The purchased option can be easily and conveniently registered online.

NOTE for vProducts

This does not apply to the 24/7 Service Pack registration for vRouters & vFirewalls. Please contact our
service team by phone: +49 (0) 2405 / 49 93 6-210 or by e-mail: services@lancom.de