Kompetenter Produktsupport bei jedem Schritt
Maximieren Sie die Leistung und Zuverlässigkeit Ihrer Technica-Hardware mit unseren maßgeschneiderten Kundensupportplänen
Besuchen Sie das Kundenportal
Warum einen Supportplan wählen?
Schnellerer Support
Erhalten Sie schnellere Antworten und Lösungen von unserem Expertenteam
Weitere Ressourcen
Greifen Sie auf erstklassige Schulungsinhalte und Anwendungsfallleitfäden zu.
Seelenfrieden
Erweiterte Garantien und Vorabaustausch reduzieren Ausfallzeiten.
Bleiben Sie auf dem Laufenden
Erhalten Sie die neuesten Software- und Firmware-Updates.
Für Leistung gebaut. Für ein sicheres Gefühl
Entdecken Sie unsere maßgeschneiderten Supportpläne, die den Wert Ihrer Technica-Produkte maximieren. Sie decken eine breite Palette an Hardwareprodukten ab, darunter Capture-Module, MediaConverter, Enhanced Ethernet Switches und SFP-Module. Jeder Plan ist sorgfältig auf die Seriennummern Ihrer Produkte abgestimmt und gewährleistet so eine vollständige Abdeckung Ihres gesamten Sortiments.
Discover our tailored support plans designed to maximize the value of your Technica products. They cover a wide range of hardware products , including Capture Modules, MediaConverters, Enhanced Ethernet Switches, and SFP Modules. Each plan is meticulously configured to the serial numbers of your products, ensuring complete coverage for your entire range.
Whether you’re new to Technica or a long-standing partner, we have a support plan that perfectly fits your needs.
SUPPORT PLAN DETAILS
| Category | Topic | Basic | Silver | Gold | Platinum |
|---|---|---|---|---|---|
| Software updates | Software (SW) or Firmware (FW) updates | ✅ | ❌ | ❌ | ❌ |
| SW / FW maintenance e.g. feature updates & improvements | ✅ | ❌ | ❌ | ❌ | |
| Warranty & Replacement | Extended hardware warranty until End of Life | ✅ | ✅ | ❌ | ❌ |
| Product replacement to avoid downtime1 | ✅ | ✅ | ✅ | ❌ | |
| User manuals & videos | Product user manuals and SW or FW release notes | ❌ | ❌ | ❌ | ❌ |
| Short explainer videos e.g. Plug & play videos showcasing product set up | ❌ | ❌ | ❌ | ❌ | |
| Premium training content | Premium content e.g. Deploying the Traffic Generator feature of the Network Interfacer 10BaseT1 | ✅ | ❌ | ❌ | ❌ |
| Troubleshooting | Product related information and tips on ‘how-to’ use features MediaConverter MultiGigabi | ❌ | ❌ | ❌ | ❌ |
| Use-case related to help solve or address common problems | ✅ | ❌ | ❌ | ❌ | |
| Online technical support2 | First time response within 1 working day3 | ❌ | ❌ | ❌ | ❌ |
| First feedback towards resolution within 3 working days | ❌ | ❌ | ✅ | ✅ | |
| First feedback towards resolution within 2 working days | ✅ | ✅ | ❌ | ✅ | |
| First feedback towards resolution within 1 working days | ✅ | ✅ | ✅ | ❌ | |
| Engineer visit charges | Discount provided on the onsite field application engineer visit charges for support | ✅ | 10% Discount | 20% Discount | 30% Discount |
| Plan fees for up to 50 devices | The fees for each plan are calculated based on the annual List Price4 of each device, applicable for up to 50 devices per user group. | ✅ | 8% Discount | 16% Discount | 30% Discount |
Platinum Plan Fees
- Upon purchasing a product, the ‚Basic Plan‘ is automatically activated and remains valid for one year.
- Customers have the option to select appropriate plans at the time of purchase or renew their plans as needed.
- All plans are linked to individual product serial numbers.
- 1 – Product Replacement: If a product needs replacement, the same product will be shipped to you until the issue with your existing product is resolved.
- 2 – Online Technical Support: Our Technical Support Team is available for incidents, issues, or doubts. Support is provided via JIRA, and all your requests will be addressed within the time assigned to your plan.
- 3 – Working Hours: Our working hours are Monday to Friday, from 9 am to 5:30 pm.
- 4 – Current List Prices: The sales team will provide the current list prices for devices.
- Support Plans for More Than 50 Devices: For support plans covering more than 50 devices, please contact our sales team for a proposal at sales@technica-engineering.de.
Below is an example of price calculation for Platinum Plan
List price of Product 1 (A)
List price of Product 2 (B)
Total List Price (C = A + B)
Applicable fees: 20% of C
Tarifstufen im Überblick
| Planstufe | Am besten für | Hauptvorteile |
|---|---|---|
| Silber | Kleine Teams | Fügt Schulungsinhalte und Unterstützung bei der Fehlerbehebung hinzu |
| Gold | Wachsende Teams | Schnellere Support-SLAs, tiefere Einblicke und mehr Ressourcen |
| Platin | Unternehmenskunden | Erstklassiger Service, maximaler Wert und erweiterte Austauschoptionen |
Planübersicht
| Wie funktioniert es? | |
| Nutzen | Beschreibung |
|---|---|
| Aktivierung des Silber- Plans | Der Der Silber-Plan wird beim Produktkauf standardmäßig für ein Jahr aktiviert. |
| Planidentifikation | Pläne sind an einzelne Produktseriennummern gebunden. |
| Upgrade & Erneuerung | Kunden können ihren Plan jederzeit aktualisieren oder verlängern. |
| Support-Verfügbarkeit | Support wird über JIRA bereitgestellt, von Montag bis Freitag, 9:00 bis 17:30 Uhr. |
| Für wen sind diese Pläne? | |
| Planstufe | Beschreibung |
|---|---|
| Silber | Ideal für kleine Teams, die regelmäßige Updates und Grundschulungen benötigen. |
| Gold | Entwickelt für wachsende Teams, die schnellere Unterstützung und tiefere Einblicke benötigen. |
| Platin | Am besten für Unternehmensbenutzer geeignet, die erstklassigen Service und maximalen Wert benötigen. |
TERMS AND CONDITIONS
Scope of Service
- The customer support plan tiers (Basic, Silver, Gold, Platinum) provide access to services defined in the plan documentation. Services are applicable for Technica Engineering products only.
- Support services include updates to software and firmware, premium training content, troubleshooting assistance, extended warranties, and replacements, as per the tier selected.
Plan Duration
- Each support plan is offered based on a yearly subscription unless stated otherwise. The start date is the date on which the plan is purchased.
- Customers must renew their subscription upon expiration to continue enjoying uninterrupted support. In case the plan is not renewed, the Basic Plan will be activated by default.
Software/Firmware Updates
- Regular updates and maintenance are provided for subscribed products in applicable tiers.
- Updates include enhancements to functionality but do not guarantee compatibility with non-Technica products.
Warranty and Replacement
- Warranty coverage is extended only to eligible hardware within its End-of-Life (EOL) period.
- Advanced hardware replacements (if included in the plan) will be subject to agreement terms and availability.
Customer Obligations
- Customers must ensure access to their purchased hardware and software for diagnostics as required.
- Customers shall provide complete and accurate information when accessing services.
Payment Terms
- Payment for the chosen support plan tier is required upfront and is non-refundable.
Service Limitations
- Troubleshooting within the support tiers is restricted to Technica-produced hardware and software. Issues arising from third-party integrations are beyond the scope of this plan.
- Premium product training content provided cannot be redistributed without prior consent from Technica Engineering GmbH.
Liability
- Technica Engineering GmbH assumes no liability for indirect, consequential, or incidental damages arising out of or relating to services under the support plans
Cancellation & Termination
- Technica reserves the right to suspend or terminate support if misuse or breach of terms is detected.
- Customers can cancel their subscription at any time by providing written notice to our Sales Team. Please note that any charges incurred before the cancellation date are non-refundable.
Force Majeure
- Technica Engineering is not liable for delays or interruptions in service owing to causes beyond its control, such as natural disasters, strikes, or legislative restrictions.
Governing Law
- The terms and conditions are governed by the laws applicable to the jurisdiction of Technica Engineering GmbH’s headquarters.
Entire Agreement
- These terms constitute the sole agreement regarding customer support plans and supersede any previous agreements relating to these services
Bereit, loszulegen?
Ihre Technica-Produkte verdienen erstklassigen Support
Wenn Sie das Produkt noch nicht gekauft haben, aber mehr erfahren möchten,
wenden Sie sich bitte an sales@technica-engineering.de
For more details on our support plans and how to
make the most of them, please write to us at
Additionally, you can find comprehensive information in
our Customer Portal’s Knowledgebase.