Support
long-term. plannable. investment-proof.
With R&S®NC Support, you ensure worry-free long-term performance: As a strong basis for continuous, secure business operations, these support offerings allow costs and services to be calculated right from the start, so that R&S Networks and Cybersecurity devices are safeguarded for the long term. Depending on the selected variant, consistent support is available in the form of manufacturer support with guaranteed service and response times, as well as security updates. In addition, the Advanced variants include an hardware replacement service.
Note: These products have been renamed and were formerly known as LANcare. Product identity, functionality, and compatibility remain unchanged.
| Product Name | Product Info | ||
|---|---|---|---|
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R&S®NC Support Access |
NEW – Exclusive for partners: Access to personal manufacturer support and security updates for devices |
More information |
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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 |
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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 |
|
Support (exclusively for partners) |
Support |
Support |
Support |
Support |
Support |
Support |
Replacement |
Replacement |
Replacement |
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|---|---|---|---|---|---|---|---|---|---|---|
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Security updates |
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included in LLW |
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Manufacturer support & support contract |
For R&S®NC Community partners |
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– |
– |
– |
|
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 |
– |
– |
|
– |
|
– |
– |
– |
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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 |
– |
– |
– |
– |
– |
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Validity for all R&S®LANCOM products² |
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for projects of 500 devices or more |
for projects of 500 devices or more |
except switches |
except LLW switches |
Only LLW switches |
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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.
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 access to the exclusive registration portal for a centralized overview. 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 Direct or R&S®NC Support Premium, you will also receive a PIN that you can use to access the support portal and contact the support team in the event of a service issue.
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”.
