Opengear Foundation Support 1 license(s) 3 year(s)

Foundation Technical Support
Support Components:

- 8x5 Regional Live Support: Available during local business hours (8 AM to 5 PM, Monday to Friday) in APAC, Americas, and EMEA regions. Support channels include phone, email, and portal.
- Service-Level Agreements (SLAs): Defined response and resolution expectations.
- Firmware and Software Updates: Ongoing access through the support portal.

Priority Levels:

- Critical (Priority 1): Severe outage, no workaround, or DOA unit.
- Medium (Priority 2): Covers all other situations.

SLA and Response Times:

- Initial Response: Up to 15 minutes via portal, up to 30 minutes via email, and 100% callback via phone/chat.
- RMA (Replacement): Next business day (U.S.), within 4 days (International).
- SLA Target: 95% compliance.