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