SERVICE PLANS

Service Plans for Ingrian DataSecure Platforms

Ingrian’s DataSecure® Platforms are an essential part of our customers' data privacy configurations. Customers who implement our products to protect their corporate data and/or their customers’ privacy purchase a service plan. They know that when they need support, Ingrian provides the best and brightest support engineers to quickly and effectively resolve the issues.

Ingrian® offers the choice of Silver or Gold Support. Silver Support is characterized by 10 x 5 technical support and 3-day advance replacement of hardware. Gold Support customers may contact us for technical support 24 hours per day, 7 days per week. For hardware issues, Gold Support customers enjoy next business day advance replacement. Depending on their support plan, Silver or Gold customers have access to software upgrades, patches, and significant discounts on major releases. All customers with support contracts are given access to the IWSC, where they can access the knowledge base, submit a service request, and download software.

For more information, please see the Customer Support datasheet for DataSecure products (PDF: 138k) or contact your Ingrian Sales Representative.

Service Plans for Ingrian SSL Platforms

Customers use Ingrian’s SSL-based products in complex, high volume networks. Downtime could mean lost opportunity and increased stress for their staff. With Ingrian Support, these customers benefit from the expertise of our support engineers who have experience in a broad range of networking environments.

We offer Gold and Silver Support. Silver Support is characterized by 10 x 5 technical support and 3-day advance replacement of hardware. Gold Support customers contact us for technical support 24 hours per day, 7 days per week. For hardware issues, Gold Support customers enjoy next business day advance replacement. Depending on the plan, customers have access to software upgrades and new releases. All customers with support contracts are given access to the IWSC, where they can access the knowledge base, submit a service request, and download software.

For more information, please see the Customer Support datasheet for SSL products (PDF: 138k) or contact your Ingrian Sales Representative.

Standard Warranty

All of our products are backed by an initial Standard Warranty that offers limited hardware and software support as follows:

• 12-month warranty on hardware. Should a confirmed hardware defect occur within 12 months of your purchase, we send a replacement upon return of your purchased product.*
• 90-day warranty on software. This covers certain software bugs and maintenance patches. It does not include new releases.
• Access to our self service knowledge base. Access our self-service knowledge base via the IWSC.

* If a hardware defect is suspected, a customer would submit a Service Request in the IWSC. Ingrian Customer Support would contact the customer to assess the issue, and if required issue a Return Material Authorization “RMA” in the form of an RMA number. Ingrian will not accept products returned without an RMA number. Customers without a support contract are not entitled to advance hardware replacement and must return the defective hardware to Ingrian before replacement hardware is shipped.

Contact Ingrian

Customer Support

Login: Ingrian Web Support Center (IWSC)

Register: IWSC Web Account Request

Call: 650.261.2400, option 4 or toll-free (in the U.S.)

866.464.7426, option 4 to leave a message. (Calls are returned per the terms of your contract.)

To report a potential security flaw, send email to security@ingrian.com

Sales

Call toll-free (in U.S.): 866.464.7426, option 3

Call: 650.261.2500

Email: mailto:inquiries@ingrian.com

Main Office

Call toll-free (in U.S.): 866.464.7426

Call: 650.261.2400

Fax: 650.261.2401

Email: info@ingrian.com