(352) 316-7704 Join.Me Tickets E-mail Screen Connect Store

Peplink Support

  Extended Warranty Smart Care Warranty West Support (requires extended or smartcare) West Support SLA (requires smartcare)
Standard Hardware Replacement If your equipment fails, the equipment would be sent to peplink for analysis and repaired or replaced
Advanced Hardware Replancement  
with Smart Care
If your equipment fails, a replacement will be overnighted to you and you will return the damaged equipment within 7 days
Firmware Updates Access to the latest firmware that your hardware version supports View firmware
InControl2 Cloud Access Access to Peplinks central cloud View InControl
8-5 Email Support  
8-5 Phone Support    
24/7 Phone Support        
Troublshooting (Scope)          
Hardware Issues Issues related to the hardware and features working only, no troubleshooting of data that doesn't originate from the router
Hardware Feature Questions Issues related to the hardware and features working only, no troubleshooting of data that doesn't originate from the router
Traffic that originates outside the router (like voip servers, web servers, mail flow)     Issues realated to the hardware and features that originate from another source, like VOIP and Web Servers.
Cofiguring features, like SpeedFusion, VPN, IPSec, HA      
2 hour response SLA        
Can be bundled with Extended Warranty        
Can be bundled with SmartCare Warrany      
Can be billed monthly        
Extended Warranty
(annual pricing ):
  • Hardware replacement
  • firmware
  • incontrol2
  • Support from forums or email.
Smart Care Warranty
(Annual pricing):
  • Extended Warranty
  • Phone support & advanced RMA
West Support
(annual pricing):
  • All traffic that passes through the device
  • Troubleshooting configured systems
  • Advice and friendly service
West Support SLA
(monthly or annual pricing):
  • Support
  • 24/7 Phone & 2 Hour Response