HiveCare Support

Support Programs

Aerohive’s portfolio of HiveCare™ Support programs has been designed to address customer needs across key verticals including Retail, Education and Enterprise. From planning to maintenance, we will provide the support customers need to assure they enjoy a world-class support experience, true value and lasting satisfaction with our service and products.

Features

  • Three levels of experienced and highly skilled network and RF engineers.
  • Special access to the Aerohive Technical Assistance Center (ATAC).
  • Top-of-queue case management.
  • Elastic support programs that will grow with the customer's success.

Benefits

  • Support programs specific to customer needs.
  • Ultra-rapid response to service requests, anytime and anywhere.
  • A cost-effective addition to the customer’s IT team.
  • Predictable and scalable cost of service

HiveCare™ Classic
The HiveCare Classic program is designed for customers that require 8x5 support coverage. Features include 8x5 telephone support, return-to-factory RMA service, and Support Portal access. This program is only available in the United States.

HiveCare™ Select
The HiveCare™ Select program provides enhanced support coverage for customers who require 24x7 operational support for their network. In addition, HiveCare™ Select includes Next Business Day RMA service and access to the Support Portal. This program is only available in the United States.

HiveCare™ Preferred
The HiveCare™ Preferred program is designed for customers with a large and diverse network infrastructure. HiveCare™ Preferred is the best choice for 24 hour operational support. In addition to core 24x7 telephone support, HiveCare™ Preferred provides a special toll-free number, 1 hour responses to P1 cases, advanced hardware RMA replacement, access to Professional Services, and Designated Project Engineers. This program is available in the United States and internationally.

HiveCare™ Alliance
The HiveCare™ Alliance Global program is an exclusive program for the large organizations with mission-critical networks. HiveCare™ Alliance is the definitive source for global support. In addition to core 24x7 operational support services, HiveCare™ Alliance provides a special toll-free number, 30 minute responses to P1 cases, advanced hardware RMA replacement, access to Professional Services, Designated Project Engineers, Annual Health checks, an Executive Sponsor, and the Inner Circle Support Advisory Board.

This program is available in the United States and internationally.


HiveCare™ Summary

Feature HiveCare™
Classic
HiveCare™
Select
HiveCare™
Preferred
HiveCare™
Alliance
Coverage 8x5 24x7 24x7 24x7
Tier - Severity 1 T1 T1 T2 T2
Tier - Severity 2-4 T1 T1 T1 T2
S1 SLA 2 Hours 1 Hour 1 Hour 1/2 Hour
S2 SLA 4 Hours 2 Hours 2 Hours 1 Hour
S3 SLA 1 Day 4 Hours 3 Hours 3 Hours
S4 SLA 3 Days 2 Days 1 Day 1 Day
Training   2 for 1 3 for 1 4 for 1
Professional Services     2 Days/Year 4 Days/Year
Designated Project Engineer     1 Day/Year 2 Day/Year
Inner Circle       Included
Executive Sponsor       Included
RMA - Delivery Return to Factory Next Business Day Next Business Day Next Business Day
RMA - DOA Replacement New New New New
RMA - Failure Replacement Refurbished Refurbished New New
Portal Access 2 Technicians 4 Technicians 6 Technicians 12 Technicians
SW Updates & Upgrades X X X X
Geography Served United States United States Global Global
General Phone Numbers 866.365.9918 866.365.9918 866.365.9918 866.365.9918