R&S®NC Support Direct 24/7
No matter whether it's a technical question or connection problems: With R&S®NC Support Direct 24/7, you can count on receiving fast support and expert knowledge for LANCOM devices, regardless of time or day. When you call to report massive operational disruptions, a contact person will help you within 30 minutes. We also provide technical support for minor problems or information requests during service hours (Monday to Friday, 8 a.m. to 6 p.m. (CET)). Regular security updates ensure holistic protection against potential security gaps and vulnerabilities.
- Direct manufacturer support with 10/5 availability and additional 24/7 emergency hotline for all R&S Networks and Cybersecurity devices
- Guaranteed first response time of max. 30 minutes for reporting massive operational disruptions by telephone (priority 1)
- Service hours from Monday to Friday from 8 a.m. to 6 p.m. (CET) with an first response time of max. four hours for concerns outside of massive operational disruptions (priority 2)
- Security updates for reliable, secure device operation during runtime
- Term-based for 1, 3, or 5 years and available as S, M, L, and XL variants depending on device type, renewable until the End of Life of the device by re-registration
24/7 emergency hotline incl. prioritization directly from the manufacturer
In an emergency, every minute counts: so call us in the event of massive operational disruptions of the registered device. Our experienced staff will provide you with advice and assistance within just 30 minutes – for 24 hours, 365 days a year – regardless of the Lifecycle Management phase the R&S®LANCOM device is in. The disruption will be resolved as quickly as possible thanks to prioritized handling of your concern, including an automatic callback guarantee, so that your services are immediately ready for operation again.
For optimal cooperation, we recommend participation in the R&S®NC Academy Specialist Workshop.
Service times with guaranteed first response times
Do you have hardware problems, configuration or information requests for which you need our support? Our experts will help you during service hours from 8 a.m. to 6 p.m. (CET) on business days (10/5). We handle your support case with an first response time of max. four hours.
High planning reliability with security updates
Plan ahead and benefit from comprehensive protection for all devices to ensure reliable business operations, especially in long-term projects. This includes access to security updates of the respective operating system to keep your registered device continuously up to date with the latest security standards.
For more information on software maintenance and the product lifecycle of your device, please visit the Lifecycle Management website.
Central portal for efficient license management
As a partner, you know the challenge: Many devices, different license statuses, and ongoing projects make support management complex. The registration portal now takes over this task for your support products: It provides a clear overview of the support status and active R&S®NC Support / Replacement registrations of your devices (formely LANcare) in one central location. This significantly expands the previous registration option via the website.
As a partner, you can conveniently access the portal via our Partner Portal (PRM) and log in using your usual email address and a new password. You can manage both new and existing registrations yourself at any time – keeping all license data centralized and readily accessible. The registration portal also notifies you of upcoming license expirations so you can plan renewals in time.
For hosting, we rely on a German provider and a platform developed in Germany – with secure data processing and exclusively European cloud infrastructure.
Further details can be found in the information on manufacturer support for partners.
- The service hours of 8 a.m. to 6 p.m. (CET) on business days do not include regional holidays in Wuerselen, Germany.
- R&S®NC Support Direct can be registered at any time and is renewable until the End of Life of the R&S®LANCOM device.
- R&S®NC Support Direct is bound to a specific device (serial number) and is not transferable.
- To use R&S®NC Support Direct with a R&S®LANCOM Unified Firewall, it must be operated with the Basic or Full license. For this reason, we recommend registering both products at the same time.
- Multiple R&S®LANCOM Unified Firewalls in an HA cluster require only one registration of R&S®NC Support Direct for all devices.
- Multiple R&S®LANCOM SD-WAN gateways / routers in an HA cluster as well as multiple R&S®LANCOM Switches in a stacked network require a registration of R&S®NC Support Direct for each individual device.
- Note for vProducts: For the registration of vProducts (vRouter & vFirewall) please contact our service team exclusively by phone: +49 (0) 2405 / 49 93 6-210 or via e-mail: services.rs-nc@rohde-schwarz.com (not via registration form).
Priority levels
|
Level |
Reason |
Response time |
Availabilty |
Communication channel |
|---|---|---|---|---|
|
Priority 1 |
|
30 minutes |
24/7 |
|
|
Priority 2 |
|
4 hours |
Monday to Friday from 8 a.m. to 6 p.m. (CET) |
|
* In the event that you are not connected directly to one of our employees, you can leave us a voice mail. We guarantee to call you back within the response times agreed in the support product.
Note: Please note that the guaranteed response times do not apply to support requests submitted via e-mail.
Manual R&S®NC Support & Replacement
Please note that the manual still uses the previous name “LANcare”.
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”.