This support package includes an enhanced hardware warranty for the advanced replacement of EdgeXOS appliances in the event of a hardware failure during or after the first year of service. To qualify for the enhanced warranty and/or spare-in-the-air replacement this extension must be purchased within the first year of ownership and be continuously renewed without a lapse in the program. For the spare-in-the-air portion of this program to apply during the first year of service this extension must be purchased within sixty days of the product purchase date. This program is valid only for appliances which are within three years of purchase and includes the following features:
- Spare-In-The-Air (advanced replacement, 24-hour overnight shipping US customers only)
- Enhanced Warranty Including NIC/Power Supply (not covered by limited warranty)
- Extended Hardware Warranty (requires enrollment within one year from date of purchase, and can extend the sales agreement warranty up to three years)
- Overnight Shipping (within the US, first available internationally)
- Full Shipping Reimbursement
NOTE: The enhanced warranty and spare-in-the-air option is an extension of XRoads Networks sales agreement which specifies that any appliance purchased from XRoads Networks is warranted under our sales agreement for one-year and provides for a single hardware replacement. By extending the warranty under this program you can add advanced replacement to the warranty provided under the sales agreement and extend that warranty up to three years. If you have any questions about this program, please contact an XRoads Networks sales representative.
Annual Phone & Platform Maintenance Support*
This is our phone and firmware support option and is designed to provide phone and remote configuration assistance along with firmware updates when needed. Configuration and troubleshooting phone support is handled on a call back basis by a level 2 support technician, with emergency support provided via the ticket system within an hour of the initial ticket time. This support level also provides escalation to our engineering team when needed. Level 2 support call-back hours are from 7am to 7pm EST. If you have any major changes that you plan to make, please schedule a support call at least 24 hours in advance so that we can have an engineer on stand-by. XOS Updates Include:
- Phone Support w/Remote Configuration Assistance
- Ongoing Firmware & Feature Updates
- Limited Warranty w/Extension (renewable up to three years)
New signature updates can be set to download on a daily, weekly, or monthly basis and include updates to all of the databases mentioned above.
| Phone Incidents | 6 |
| Telephone Support | 24/7 Call Center |
| One Business Day Response Time | Same Day / Typically Under One Hour Ticket Response |
| Firmware Patches | yes |
| Annual Firmware Upgrade | yes |
Gold Support Upgrade
This support upgrade gives customers priority access to our support team with the ability to obtain scheduled phone support after hours and during the weekend. Priority access means that your tickets will be immediately escalated and are the first to be addressed by our engineering team. Gold support also gives our customers the ability to make feature requests to be added to our product roadmap.
After hours and weekend support must be pre-scheduled in advance to ensure that a level 2 technician is available to assist when needed.
Platinum Support Upgrade
This support level provides tier three support and is designed for customers that are looking for around the clock access to a dedicated support engineer. This level of support provides 24x7 dedicated technical support and can be used to provide the customer with scheduled monthly maintenance activities as well as firmware patches, configuration changes and other requested system changes on a scheduled basis. In addition, Platinum customers have access to our firmware development program where direct customer feedback is used to develop new feature sets which may be tailored to the customers specific needs.
| Support Incidents | unlimited |
| Telephone Support | 24/7 Call Center |
| 24/7 Response Time | 4-Hour Guarantee |
| Firmware Patches | yes |
| Annual Firmware Upgrade | yes |
| Dedicated Engineer | yes |
Reinstatement & Support Contract Discounting
All support contracts purchased within 30-days of the appliance purchase are essentially discounted 15%. This is also true for all renewals which are paid within 30 days of the renewal date. If a support contract is not purchased within the first 30-days after an appliance purchase, or a contract is not renewed once its term has been completed, then a 15% surcharge applies. The surcharge is added to the amount because of the added time necessary to build the customer information file which is typically done during the installation process if support is included with the purchase. Please be aware of these additional amounts when deciding whether and when to purchase support for the EdgeXOS platform. All MSRP pricing is quoted at the standard rate.
* Note: XRoads Networks does not allow license transfers beyond the initial sales chain thus we can not provided extended warranties or support contracts for third parties beyond the initial sales chain. We recommend that end customers not attempt to resell our products to third parties as XRoads Networks can not provide support for such products and does not support such license transfers.
