Services & Support
Notice on product designations:
As part of the transition to Rohde & Schwarz Networks and Cybersecurity, existing LANCOM and LANcare products will be listed under new designations (R&S®LANCOM and R&S®NC Support / Replacement). The previous product designation is provided as supplementary information to support clear findability and identification of the products. Product identity, functionality, and compatibility remain unchanged.
Tailored services for every IT challenge
With the certainty of being able to rely on strong support directly from the manufacturer, even in difficult situations, it is easier to master challenges in network operation. You decide what you need and when – reliable protection for your devices for efficient, long-term operation (R&S®NC Support & Replacement), ad hoc support for network optimization and administration (services), or practical knowledge in workshops (R&S®NC Academy).
| R&S®NC Support | |||
|---|---|---|---|
| Product Name | Product Info | ||
|
R&S®NC Support Access |
NEW – Exclusive for partners: Access to personal manufacturer support and security updates for devices |
More information |
|
R&S®NC Support Direct 10/5 |
Direct, prioritized 10/5 manufacturer support and security updates for devices, guaranteed first response times (2 to 4 hours) |
More information |
|
R&S®NC Support Direct Advanced 10/5 |
Direct, prioritized 10/5 manufacturer support and security updates for devices, NBD advance replacement (10/5/NBD), guaranteed first response times (2 to 4 hours) |
More information |
|
R&S®NC Support Direct 24/7 |
Direct, prioritized 10/5 manufacturer support incl. 24/7 emergency hotline and security updates for devices, guaranteed first response times (as of 30 min.) |
More information |
|
R&S®NC Support Direct Advanced 24/7 |
Direct, prioritized 10/5 manufacturer support incl. 24/7 emergency hotline and security updates for devices, NBD advance replacement (24/7/NBD), guaranteed first response times (as of 30 min.) |
More information |
|
R&S®NC Support Premium 10/5 |
Prioritized 10/5 manufacturer support and security updates for projects, guaranteed first response times (2 to 4 hours) |
More information |
|
R&S®NC Support Premium 24/7 |
Direct, prioritized 10/5 manufacturer support incl. 24/7 emergency hotline and security updates for projects, guaranteed first response times (as of 30 min.) |
More information |
| R&S®NC Replacement | |||
|---|---|---|---|
| Product Name | Product Info | ||
|
R&S®NC Replacement Basic |
Security updates until EOL (min. 5 years) and 5 years replacement service (shipment within 5 days (8/5/5Days)) |
More information |
|
R&S®NC Replacement Advanced |
Security updates until EOL (min. 5 years) and 5 years NBD advance replacement (delivery within one business day (8/5/NBD)) |
More information |
|
R&S®NC NBD Replacement |
Next business day (NBD) advance replacement in case of defect of enterprise switches until the End of Life status (maximum 10 years) |
More information |
| Services | |||
|---|---|---|---|
| Product Name | Product Info | ||
|
R&S®NC WLAN Survey Service |
Professional network planning for efficient Wi-Fi infrastructures including optimal Wi-Fi coverage and cost estimation as a off-site or on-site appointment. |
More information |
|
R&S®NC Config Service |
Professional adaptation of your hardware configuration by experts of R&S Networks and Cybersecurity as a remote session or on-site appointment |
More information |
|
R&S®NC Extended Support Times |
Exclusive support availability at time windows outside regular business hours with minimal response times, e.g. for maintenance work and work without customer or visitor traffic |
More information |
|
R&S®NC Emergency Support |
Professional emergency support by experts of R&S Networks and Cybersecurity with a usual response time of max. 30 minutes after ticket creation |
More information |
|
R&S®NC Consulting Day |
Comprehensive consulting for development of your network including benchmarking and optimization of network performance as a remote session or on-site appointment |
More information |
| Trainings | |||
|---|---|---|---|
| Product Name | Product Info | ||
|
R&S®NC Academy |
The R&S®NC Academy offers a wide range of exciting workshops on the R&S Networks and Cybersecurity product portfolio and the commissioning and administration of networks. |
More information |
|
Support (exclusively for partners) |
Support |
Support |
Support |
Support |
Support |
Support |
Replacement |
Replacement |
Replacement |
|
|---|---|---|---|---|---|---|---|---|---|---|
|
Security updates |
|
|
|
|
|
|
|
|
|
included in LLW |
|
Manufacturer support & support contract |
For R&S®NC Community partners |
|
|
|
|
|
|
– |
– |
– |
|
Availability / Validity |
Worldwide |
Worldwide |
Within the EU³ |
Worldwide |
Within the EU³ |
Worldwide |
Worldwide |
Within the EU³ |
Within the EU³ |
Within the EU³ |
|
24/7 emergency hotline for massive operational disruptions (priority 1) |
– |
– |
– |
|
|
– |
|
– |
– |
– |
|
First response (priority 1) |
Best Effort |
2 hours |
2 hours |
30 minutes |
30 minutes |
2 hours |
30 minutes |
– |
– |
– |
|
First response (priority 2) |
Best Effort |
4 hours |
4 hours |
4 hours |
4 hours |
4 hours |
4 hours |
– |
– |
– |
|
Replacement service |
– |
– |
During the term |
– |
During the term |
– |
– |
5 years |
5 years |
During LLW |
|
Extension by NBD advance replacement |
– |
– |
|
– |
|
– |
– |
– |
|
|
|
Runtime |
1, 3, or 5 years |
1, 3, or 5 years |
1, 3, or 5 years |
1, 3, or 5 years |
1, 3, or 5 years |
Individual |
Individual |
Up to EOL (min. 5 years) |
Up to EOL (min. 5 years) |
Up to EOL (max. 10 years) |
|
Extension |
up to EOL |
up to EOL |
up to 5 years¹ |
up to EOL |
up to 5 years¹ |
– |
– |
– |
– |
– |
|
Validity for all R&S®LANCOM products² |
|
|
|
|
|
for projects of 500 devices or more |
for projects of 500 devices or more |
except switches |
|
Only LLW switches |
|
Registration |
Anytime |
Anytime |
Within 3 months after device purchase |
Anytime |
Within 3 months after device purchase |
Anytime |
Anytime |
Within 3 months after device purchase |
Within 3 months after device purchase |
Anytime |
Note
¹ R&S®NC Support Direct Advanced can be extended up to a maximum of five years. Alternatively, you can register R&S®NC Support Direct for the device. You will then continue to receive manufacturer support.
² Exceptions are unmanaged switches, R&S®AirLancer products, and accessories. R&S®NC Support products without advance replacement are recommended for virtual products.
³ Metropolitan areas excluding islands and overseas territories
Definitions
EOS: End of Sale, Day of the official sales stop of the product by R&S Networks and Cybersecurity
EOL: End of Life, End of Sale + 5 years
LLW: Limited Lifetime Warranty for enterprise switches, further Information can be found in the Infopaper: Limited Lifetime Warranty
1. Choose
Use the practical overview to find the right support or replacement product for your device. Please note that individual terms and conditions can be defined for R&S®NC Support Premium.
Further information on all R&S®NC Support & Replacement products can be found in the manual.
Please note that the manual still uses the previous name “LANcare”.
2. Buy
As an end customer, you can obtain your desired variant via a R&S®NC Community partner or the distribution. If you are a partner, please get in touch with your sales contact of R&S Networks and Cybersecurity. In both cases you will receive a license number.
3. Register
To activate the support or replacement product, register it online for your device using the serial number and license number. You will then receive a confirmation via e-mail. Alternatively, partners can use their exclusive access to the registration portal for a centralized support overview, provided they use the same e-mail address as in the partner portal. In both cases, bulk registration is available for registering multiple products at once.
4. Use R&S®NC Support
Benefit from protection such as security updates and an extended replacement service for your device. With R&S®NC Support Access, Direct, or Premium, you also receive a PIN that allows you to contact the manufacturer's support team by phone or via the support portal whenever you need assistance.
Central portal for efficient license management
As a partner, you know the challenge: Managing multiple devices, different license statuses, and ongoing projects can quickly make support management complex. That's why you can now manage all your support registrations centrally in one place. In the new registration portal, you can conveniently register your devices and view their support status as well as all active R&S®NC Support licenses (formerly LANcare) at any time. The portal also notifies you of licenses that are about to expire, allowing you to plan renewals in good time. To use the registration portal, simply sign in with the same e-mail address you use for the R&S®NC Community partner portal.
For hosting, we rely on a German provider and a platform developed in Germany. This ensures secure data processing and an exclusively European cloud infrastructure. Further details can be found in the information on manufacturer support for partners.
Product archive
Support products that have reached End of Sale (EOS) or End of Life (EOL) status can be found in the product archive service & support.
Publications
In the R&S Networks and Cybersecurity publications, you will find all documents in one place – from technical documentation and instructions to white papers and product overviews and comparisons.
Success stories
How do R&S Networks and Cybersecurity products perform in actual use? Take a look at the reference projects and customer testimonials in the success stories.
