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 |