SUPPORT SERVICE	SILVER SUPPORT	GOLD SUPPORT	PLATINUM SUPPORT
Technical support via Ticket system, e-mail and telephone 1)
Quarterly software updates 2)
Bring-in guarantee for hardware defects 3)
Advanced Replacement for hardware defects 4)
24×7 Tech Support 5)
On-site replacement service 6)

¹⁾Support enquiries can be made 24×7 in German and English via our ticket system by e-mail to support[at]neox-networks.com or by telephone Monday to Friday between 09:00 and 17:00, except on German public holidays, on +49 6103 37 666 80.

²⁾ Only for PacketLion and PacketTiger. PacketRaven Network TAPs have pre-installed firmware that does not require updates.

³⁾ Repair or replacement of the product in the event of a fault as soon as possible after sending in the device.

⁴⁾ Advance replacement of the device in the event of a fault on the next working day, taking into account national public holidays and public holidays in the customer’s region. If the fault is reported and a hardware defect is identified by 13:00, we will generally dispatch a replacement device on the same working day (otherwise on the next working day); in large parts of Europe, this is usually delivered by our shipping service provider DHL Express on the next working day. NEOX NETWORKS GmbH has no influence on the time of delivery once the consignment has been handed over to the service provider.

⁵⁾ For the best possible service and an immediate reaction, the incident must be reported by telephone!

⁶⁾ On-site replacement of the device in the event of a failure within 24 hours (also on Sundays and German public holidays) by a trained employee of NEOX NETWORKS GmbH. This service is limited to the D-A-CH region, France and the Benelux countries. The customer must ensure access to the device to be exchanged and make all necessary preparations in advance! Delays in accessing the device will suspend the SLA for the duration of the delay.

Response time

8 x 5 x 4 (4 hours, Mo-Fr, 09:00 h to 17:00 h)

The first component of the response time means that the business hours are 8 hours, from 09:00 to 17:00. The second component means that the business hours apply 5 days a week, from Monday to Friday (excluding German public holidays). The third component is the response time of 4 hours.

The response time begins when we receive your support enquiry during business hours. If we receive your support enquiry outside of business hours, the response time begins at the start of business hours on the next working day.

For example, if we receive your support enquiry on a Monday at 10:00 a.m., we must respond by 2:00 p.m. on the same working day at the latest. If your support enquiry reaches us on a Tuesday at 2.00 a.m., for example, we must respond by 1.00 p.m. on the same working day at the latest (as the response time in this case begins at the start of business hours at 9.00 a.m.).

Ideally, our trained support staff will provide a solution to your problem during the response time. However, a response can also mean simple feedback from our support team.

Response time

24 x 7 x immediately (Monday – Sunday)

The first component of the response time means that the business hours are 24 hours.
The second component means that the business hours are 7 days a week, from Monday to Sunday (including German public holidays). The third component is the response time, which in this case is immediate.
The response time begins with reporting the incident by telephone (24×7).
Ideally, our trained support staff will already provide a solution to your problem during the response time. However, a response can also mean a simple feedback from our support team.