LANCOM Service Pack 24/7

Icon LANCOM Service Pack 24/7

Direct manufacturer support for critical network installations

Customers with small installations and without existing 24/7 support contracts protect their central network components with the LANCOM Service Pack 24/7. Our LANCOM technicians will help you in the event of massive network disruptions or a total failure within 30 minutes after notification via telephone – 24 hours a day, 365 days a year. Support access with extended service hours (Mondays to Fridays, 8 a.m. to 6 p.m.) is also available for minor malfunctions or requests for information. You can also benefit from an advance replacement in the event of a hardware defect including delivery on the next business day.

Product features

  • 24/7 emergency support with guaranteed initial response time of maximum 30 minutes in the event of massive operational disruptions (notification via telephone required)
  • Extended service hours (Mondays to Fridays, from 8 a.m. to 6 p.m.) with guaranteed response time of max. four hours 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 depending on device category, can be activated per LANCOM device included in the service (see table)

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 initial response time of just 30 minutes after notification via telephone 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. For optimal cooperation, we recommend participation in the LANCOM Specialist Workshop.

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. After registering a support case, LANCOM guarantees an initial response time of four hours.

Advance replacement including delivery on the next business day

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

Scope of validity

LANCOM Systems offers the included support services worldwide. The advance replacement conditions apply to metropolitan areas within the EU (excluding islands). For information about the terms and conditions in your country, please contact your local distributor.

Conditions

  • The LANCOM R&S®Unified Firewall must be in operation with the LANCOM Basic or Full license and the registration has to take place simultaneously with the activation of the operating license
  • The option is bound to a specific device (serial number) and is not transferable
  • Several LANCOM R&S®Unified Firewall in an HA cluster require only one Service Pack 24/7 license
  • When operating several LANCOM switches as a stack network, one Service Pack 24/7 license is required for each individual device
  • Note for vProducts: 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)

Advance replacement conditions

  • If your LANCOM device fails, you will receive a replacement on the next working day (applies to metropolitan areas within the EU (excluding islands)).
  • LANCOM will have the defective device picked up by a courier service. Shipping is free of charge for you.
  • A advance replacement to the next business 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 (Registration until 2 p.m.)
  • Parcels cannot be sent on the following days:
    Fixed days per year: Jan 1st New Year's Day, May 1st Labor Day, Oct 3rd German Unification Day, Nov 1st All Saints' Day, Dec 24th Christmas Eve, Dec 25th 1st Christmas Day, Dec 26th 2nd Christmas Day, Dec 31st New Year's Eve
    Variable days: Rose Monday, Good Friday, Easter Monday, Ascension Day, Whit Monday, Corpus Christi

Device categories

Each option is available for 1,3, or 5 years. The LANCOM Service Pack 24/7 is valid for devices of the service categories L and XL as well as for the LANCOM R&S®Unified Firewalls. Detailed information about the licenses can be found within the datasheet.

Category*

Device

Option S

LANCOM R&S®Unified Firewall UF-50, UF-60, UF-T60, UF-1xx, UF-2xx

Option M

LANCOM R&S®Unified Firewall UF-3xx

Option L

LANCOM R&S®Unified Firewall UF-500, XS-5110F, GS-3652X, GS-3152X, GS-3652XP, GS-3152XP, GS-3152XSP, GS-3252P, GS-3152P, ISG-1000, ISG-5000, WLC-1000, OAP-821 (incl. Bridge Kit), OAP-822, OAP-830, OAP-1700B (EU), OAP-1702B (EU)

Option XL

LANCOM R&S®Unified Firewall UF-760, UF-9xx, vFirewall, vRouter unlimited, XS-5116QF, XS-6128QF, GS-4530X, GS-4530XP, GS-4554X, GS-4554XP, ISG-4000, ISG-8000

* The service category of every LANCOM device is also listed in the LANCOM price list.

Procurement

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

The LANCOM Service Pack 24/7 can be easily registered online:

Note for vProducts:

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