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| Service Overview |
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Register
You must register all Hillstone products (hardware and service contracts) at http://www.hillstonenet.com prior to requesting support.
In-Warranty Services
One-year (from the register date to the 365th day) free service, including one-year firmware upgrade/maintain service, one-year hardware warranty, and one-year technical support.
Technical Support
Service Architecture
Hillstone adopts two-Tier service architecture, and the technical team consists of Hillstone engineers, and certificated engineers from Hillstone business partners and authorized system integrations. |
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Tier-1 Technical Support
The Tier-1 technical support faces customers directly, and the responsibilities of it includ providing technical consultation, designing and demonstrating solutions,, acting onsite installation, and providing after sale service. Tier-1 technical support can be onsite or remote (telephone, Internet, etc.). The technical support service of this Tier is performed by the system integrations and agents authorized by Hillstone. The technical support engineers must have the certification of Hillstone.
Hillstone provide partners with complete technical training, and improve their technical ability periodically according to Hillstone requirements and courses to help them provide better technical service to customers..
Tier-2 Technical Support
When Tier-1 technical support engineers can not diagnose/solve the problem in time for some object reasons, they can apply for support to Hillstone TAC (Technical Assistance Center). Hillstone TAC will help to analyze the issue, and resolve it.
Hillstone authorized partners can submit issues on Hillstone technical support Website or by email. However, before submitting the issue, please ensure that the related devices have been registered on the Internet and the service of the devices are still available. Hillstone offers Tier-2 technical support to authorized partners.
Service Overview
Scope of Service
Hillstone Technical Support is available to assist customers in troubleshooting and maintenance of Hillstone products. Although this support often involves assistance with network configuration and other networking products such as routers, customers are responsible for resolving problems that are not directly related to Hillstone products.
Technical Support
Email Support is available on an 8x5 basis to all Hillstone systems covered by warranty.
Telephone Support is available on an 8x5 basis to all Hillstone systems covered by a Hillstone support package.
All Customer Service requests are entered as “tickets” in Hillstone’s case system. As troubleshooting progresses, all queries and actions taken to resolve the issue are documented in the call tracking system. The call tracking system is continually updated to reflect ownership and status of the problem. Technical Support Engineers and their managers monitor their outstanding requests each day; requests that exceed targeted response or resolution times are escalated to management.
Hillstone shall have no obligation to provide Technical Support:
In the event the End User alters, damages or modifies the Product or any portion thereof;
For any Product that is not the current release or immediately previous sequential release except as set forth in Hillstone’s Product Life Cycle Policy;
For any problem caused by: accident; transportation; neglect or misuse; alteration, modification, or enhancement of the Product; failure to provide a suitable installation environment;use of supplies or materials not meeting specifications; use of the Product for other than the specific purposes for which the Product is designed; for any problems caused by the End User’s negligence, abuse or misapplication; or
For use of the Product on any systems other than the specified hardware platform for such Product.
Hillstone shall have no liability for any changes in the End User’s hardware, which may be necessary to use the Product due to a workaround or maintenance release.
Hardware Warranty Service
The return, repair/replacement of the defective material is managed by the use of a Return Material Authorization (RMA). Once your request has been processed, a Technical Support Engineer will send you a RMA form, including RMA number for you to complete and/or confirm address information. All troubleshooting and failure diagnostics to be provided and completed separately by Hillstone.
DOA
A unit is classified as DOA (Dead on Arrival) if defect is reported within the first 30 days of product Warranty, 30 days from product registration date or no more than 120 days from shipment. All DOA’s are handled as advanced replacements from Hillstone within next business day terms.
Return & Replace
“You ship us the defective unit, we replace it for you” Replacement of hardware under Hillstone’s standard warranty requires an evaluation of the failed system by a Hillstone Technical Support Engineer, and the issuance of a Technical Support RMA number. Customers must ship the subject unit, pre-paid, to Hillstone. The RMA number must be clearly indicated on the box and shipping papers – failure to do so will result in delays. A repaired or replacement unit will be shipped via ground carrier at Hillstone’s expense within 3-5 business days after receipt of the failed unit. A replacement unit may be a new or reconditioned unit of equivalent or better value.
Software Support
From time to time, Hillstone will deliver interim Software Releases, Maintenance Releases and Major Releases that provide bug fixes, functionality improvements and new features. These software releases are available for download to customers with registered products that are covered by warranty or a Hillstone support contract. Please be noticed that the interim Software Release is not fully QA’ed and thus provided as is.
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