Delivering Industry-Leading Customer Satisfaction, 24x7x365
Pluribus Networks is committed to safeguarding your investment by providing a variety of support services that meet your needs and keep your network up and running. To augment our services we have assembled an industry-best team of support professionals who are always at your disposal anywhere in the world, day or night. Due to our commitment to your success, our support team is only comprised of escalation engineers – there is no scripted tier-I ‘helpdesk’ to slow your progress – you will have direct access to highly skilled Engineers, making this an invaluable addition to your resources and enabling your team to focus on more strategic business initiatives.
Customer Support Center
The Pluribus Networks Support Center provides you with access to the latest product documentation, knowledge base, and a case management portal. User credentials would have been provided with your product purchase. If you have misplaced your credentials or if you do not have an account, you can register your product by providing your contact information and the serial number of the product covered under warranty and/or a current FreedomCare support offering.
Pluribus Networks offers a variety of support options to meet your specific needs. All of our service programs are exclusively supported by our own employees who are geographically located to meet your world-wide support requirements.
|Warranty Support||FreedomCare® Exterprise||FreedomCare® NBD||FreedomCare® 4-Hour||FreedomCare® Premier|
|Mon-Fri, 8 am-5 pm US PT||First 90-Days||–||–||–||–|
|Case Management||First 90-Days|||||||||
|Knowledge Base||First 90-Days|||||||||
|Asset Management||First 90-Days|||||||||
|Major Feature Releases||–|||||||||
|Maintenance & Patch Releases|||||||||||
|DOA Policy 1|||||||||||
|RMA Service Level||Return for Repair 2||Return for Repair 2||Next Business Day3||4-Hours5||Next Business Day3|
|Designated Support Engineer||–||–||–||–|||
|Quarterly Business Reviews||–||–||–||–|||
|On-site Network Audits||–||–||–||–|||
Service Program Notes
- 30-days from receiving the product, the replacement product ships next-business day after Pluribus Networks confirms the product is DOA.
- Product ships 10-days after Pluribus Networks receipt of the RMA’ed hardware.
- Next Business day hardware replacement is not available in all countries. Please consult with your reseller or Pluribus Networks Account Representative to confirm availability.
- Discounted, multi-year support contracts exist for 2,3,4 and 5-year FreedomCare® support offerings. Please consult with your reseller or your Pluribus Networks Account Representative to obtain the most current discounting pricing offered service offering.
- Not available in all regions. Please consult with your reseller or Pluribus Networks Representative to confirm availability.