Expert Product Support, Every Step of the Way
Maximize the performance and reliability of your Technica hardware with our tailored Customer Support Plans
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Why Choose a Support Plan?
Faster Support
Get quicker responses and resolutions from our expert
team.
More Resources
Access premium training content and use-case guides.
Peace of Mind
Extended warranties and advanced replacements reduce downtime.
Stay Updated
Receive the latest software and firmware updates.
Built for Performance. Designed for Peace of Mind
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.
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
Plan Tiers at a Glance
| Plan | Best For | Key Benefits |
|---|---|---|
| Silver | Small teams | Adds training content and troubleshooting support |
| Gold | Growing teams | Faster support SLAs, deeper insights, and more resources |
| Platinum | Enterprise customers | Top-tier service, maximum value, and advanced replacement options |
Plan Overview
| How It Works? | |
| Benefit | Description |
|---|---|
| Silver Plan Activation | The Silver Plan is activated by default for one year upon product purchase. |
| Plan Identification | Plans are tied to individual product serial numbers. |
| Upgrade & Renewal | Customers can upgrade or renew their plan at any time. |
| Support Availability | Support is provided via JIRA, Monday to Friday, 9 AM to 5:30 PM. |
| Who Are These Plans For? | |
| Plan Tier | Description |
|---|---|
| Silver | Great for small teams needing regular updates and basic training. |
| Gold | Designed for growing teams that require faster support and deeper insights. |
| Platinum | Best for enterprise users needing top-tier service and maximum value. |
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
Ready to Get Started?
Your Technica Products Deserve World-Class Support
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.