R&S®NC Support Direct Advanced 24/7
Do you need maximum network availability, assured business continuity, and round-the-clock support for R&S®LANCOM network components? This is exactly where R&S®NC Support Direct Advanced 24/7 comes in: Registered with a device from the very beginning, our network experts will help you within max. 30 minutesf you report massive operational disruptions by telephone – 365 days a year, 24 hours a day. To ensure that the entire IT infrastructure is sustainably protected against cyber risks and always complies with the latest security standards, security updates are continuously available. The included advance replacement with next business day delivery of a replacement device offers you additional protection and minimal downtime in the event of a hardware defect.
- Shorter downtimes due to advance replacement in the event of a hardware defect with delivery on the next business day
- 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 up to 5 years by re-registration.
After five years, R&S Networks and Cybersecurity continues to offer R&S®NC Support Direct 24/7 or 10/5. - Registration within the first three months after purchase of the R&S®LANCOM device
Fast advance replacement including delivery on the next business day
By purchasing products from R&S Networks and Cybersecurity, you are choosing reliable and durable products, but failures and malfunctions do occur sometimes. With R&S®NC Support Direct Advanced 24/7, you reduce the downtime of network downtime to a minimum and benefit from an advance replacement of the device for which R&S®NC Support Direct Advanced 24/7 has been registered for the selected term. If you report a support case by 2 p.m. (CET), you will receive a replacement device by the next business day. This means that your network will be fully operational again within the shortest possible time.
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.
- Registration for R&S®NC Support Direct Advanced must take place within the first three months after purchase of the R&S®LANCOM device and is renewable to a maximum of five years. After five years, R&S Networks and Cybersecurity continues to offer R&S®NC Support Direct 24/7 or 10/5.
- The R&S®LANCOM device which is to be covered by R&S®NC Support Direct Advanced must be fully functional and free of problems at the time of registration.
- R&S®NC Support Direct Advanced 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 Advanced for all devices, provided that only the technical manufacturer support is required. If you want to have the possibility of NBD advance replacement for all devices, you need to register each individual device with R&S®NC Support (Direct) Advanced.
- 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 Advanced for each individual device.
- The advance replacement applies within the EU. In metropolitan areas and if your R&S®LANCOM device fails, you will receive the replacement device on the next business day. In rare cases, delivery outside of the metropolitan areas may be postponed to the following business day. For information about the terms and conditions in your country, please contact your local distributor. Outside the EU, R&S Networks and Cybersecurity offers R&S®NC Support Direct 24/7 or 10/5.
- R&S Networks and Cybersecurity will have the defective device picked up by a courier service. Shipping is free of charge for you.
- RMA notification is possible at any time via the RMA form or by telephone on weekdays (Monday to Friday, 9 a.m. to 5 p.m. at +49 (0) 2405 / 49 93 6-210). An advance replacement by the next business day is only possible if the notification of the support case and the dispatch of the replacement device does not fall on a public holiday (Registration until 2 p.m.).
- Parcels cannot be sent on the following days:
Fixed days per year: Jan 1st New Year's Day, May 1st Labor Day, Oct 3rd German Unification Day, Nov 1st All Saints' Day, Dec 24th Christmas Eve, Dec 25th 1st Christmas Day, Dec 26th 2nd Christmas Day, Dec 31st New Year's Eve
Variable days: Rose Monday, Good Friday, Easter Monday, Ascension Day, Whit Monday, Corpus Christi
For more information about the estimated delivery time to your region (e. g. islands), please visit the website of the parcel service provider.
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”.