EVERYTHING YOU NEED TO ENSURE YOUR NETWORK RUNS SMOOTHLY
From planning to maintenance, HiveCare Support gives you choice and peace-of-mind to insure you have world-class support experience, true value, and lasting satisfaction with all your Aerohive products and services.
HIVECARE SUMMARY
| Hivecare connect | Hivecare Select | Hivecare preferred | Hivecare alliance | |
|---|---|---|---|---|
| Coverage | 24×7 | 24×7 | 24×7 | 24×7 |
| Tier – Severity 1 | T1 | T1 | T2 | T2 |
| Tier – Severity 2-4 | T1 | T1 | T1 | T2 |
| S1 SLA | 1 Hour | 1 Hour | 1 Hour | 1 Hour |
| S2 SLA | 2 Hours | 2 Hours | 1 Hour | 1 Hour |
| S3 SLA | 4 Hours | 4 Hours | 3 Hours | 2 Hours |
| S4 SLA | 2 Days | 2 Days | 1 Day | 8 Hours |
| Accredited Contacts | 4 Engineers | 4 Engineers | 6 Engineers | 12 Engineers |
| Geography Served | Global | Global | Global | Global |
| Extended Product Protection – RMA Delivery | NBD | NBD | NBD | NBD |
| Extended Product Protection – Replacement | Refurbished | Refurbished | Refurbished | Refurbished |
| DOA Replacement | New | New | New | New |
| SW Updates & Upgrades | Yes | Yes | Yes | Yes |
| Focused Pod | None | None | Yes | Yes |
| Professional Services | None | None | None | 5 Days |
| Operational Reviews | None | None | Bi-annual | Quarterly |
| On-site Custom Technical Training | None | None | 2 Days | 2 Days |
