HiveCare Support

HiveCare Support Programs are designed to give you the confidence and peace of mind that your investments in Aerohive’s Mobility Platform are leveraged so that you can take full advantage of network simplicity, cost reduction, and cloud-enabled solutions.

Features of HiveCare Support

It’s Your Choice

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

Features

  • Three levels of global, seasoned, 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 your succes.

Benefits

  • Support Programs specific to your needs.
  • Ultra-rapid response to your service request, anytime and anywhere.
  • A cost effective addition to your IT team.
  • Predictable and scalable cost of service.

Warranty

All Aerohive products are bundled with a Limited Lifetime Hardware Warranty that provides replacement for the device. This policy shows our commitment to delivering value and peace of mind knowing that Aerohive is there to help in the event of a problem.

HiveCare™ Classic
The HiveCare Classic program is designed to meet the requirements of a customer that does not require extended support coverage. As such, 8x5 telephone support, return-to-factory RMA service, and Support Portal access.

HiveCare™ Select
The HiveCare Select program provides elevated support coverage for customers who require 24x7 basic operational support for their networks. In addition, HiveCare Select includes Next Business Day RMA service and access to the Support Portal.

HiveCare™ Preferred
The HiveCare Preferred program is designed to meet the requirements of mission-critical mobile networks. HiveCare Preferred is your 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, and advanced hardware RMA replacement.

HiveCare™ Alliance
The HiveCare Alliance Global program is an exclusive program for large enterprise mission-critical mobile 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 S1 cases, and advanced hardware RMA replacement.


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
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