Peplink SmartCare
Peplink SmartCare is an integrated service package to fully protect your customer's investment
in our products. Your customers can enjoy extra peace of mind with this all-in-one service and
protection.
Start selling the Peplink SmartCare and provide a complete service to your customers.
Peplink SmartCare gives you:
Advance Hardware Replacement
• Hardware Warranty
• Access to All Firmware Releases
Give your customers the peace of mind with SmartCare. See what's included and compare with
standard service:
* SmartCare is only available for Balance 210/310 or above.
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Copyright © 2012 Peplink
Peplink SmartCare
Who can purchase SmartCare?
Peplink customers who purchase their device from our partner are eligible for SmartCare.
Can I continue to purchase "Extended Warranty" as a separate item?
Yes. 1-Yr Extended Warranty is still available. There is no change to its pricing and availability.
Can I continue to purchase "Advance Hardware Replacement" as a separate item?
No. Starting immediately, AHR is integrated into SmartCare and no longer available as a
separate item.
My customer's Peplink device is out of warranty. What should I do?
The customer needs to buy SmartCare for the device to resume warranty service. You will be
required to provide a Diagnostic Report to prove that the device is in good working condition.
Warranty will start from the date of purchase.
More information on how to export a Diagnostic Report can be found at this link.
http://www.peplink.com/index.php?view=faq&id=31&path=20
Can I purchase SmartCare for Balance 20 or 30?
No. SmartCare is only available for Balance 210 or above. Customers using Balance 20 or 30
can only purchase extended warranty.
For SmartCare policy details, please visit http://www.peplink.com/partners/smartcare_policy/
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Peplink SmartCare
Support Service Policy
Peplink Authorized Partners shall make available to customers support services of the Peplink
Balance products, and will provide first-line technical support for the products directly. Such
first-line support will include without limitation installation assistance and consultation on the use
of the products, timely responses to questions concerning use of the products, and the diagnosis
and correction of problems encountered in the use of the products.
1-Year Standard Warranty Policy
Peplink warrants solely to the original end user purchaser ("Purchaser") that every Peplink
product ("Product") purchased from Peplink will be free from defects in materials and
workmanship when used within the limits set forth in the documentation (data sheet and user
manual) for a period of twelve (12) months, starting from the date of sales. Partners are required
to notify Peplink when a sales occurred.
This limited warranty is non-transferable and extends only to the original end-user purchaser.
Your exclusive remedy and Peplink’ entire liability under this limited warranty will be for Peplink,
at its option, to (a) repair the product with new or refurbished parts, or (b) replace the product
with a reasonably available equivalent new or refurbished Peplink product. Any repaired or
replacement products will be warranted for the remainder of the original Warranty Period or thirty
(30) days, whichever is longer. All products and parts that are replaced become the property of
Peplink.
Exclusion and Limitations
This limited warranty does not apply if: (a) the product assembly seal has been removed or
damaged, (b) the product has been altered or modified, except by Peplink, (c) the product
damage was caused by use with non Peplink products, (d) the product has not been installed,
operated, repaired, or maintained in accordance with instructions supplied by Peplink, (e) the
product has been subjected to abnormal physical or electrical stress, abuse, misuse, negligence,
or accident, (f) the serial number on the Product has been altered, defaced, or removed, or (g)
the product is supplied or licensed for beta, evaluation, promotional, testing or demonstration
purposes for which Peplink does not charge a purchase price or license fee.
ALL SOFTWARE PROVIDED BY PEPLINK WITH THE PRODUCT, WHETHER FACTORY
LOADED ON THE PRODUCT, CONTAINED ON MEDIA ACCOMPANYING THE PRODUCT
OR DOWNLOADED FROM OUR WEBSITE, IS PROVIDED “AS IS” WITHOUT WARRANTY OF
ANY KIND. Without limiting the foregoing, Peplink does not warrant that the operation of the
product or software will be uninterrupted or error free. Also, due to the continual development of
new techniques for intruding upon and attacking networks, Peplink does not warrant that the
product, software or any equipment, system or network on which the product or software is used
will be free of vulnerability to intrusion or attack. The product may include or be bundled with third
party software or service offerings. This limited warranty shall not apply to such third party
software or service offerings. This limited warranty does not guarantee any continued availability
of a third party’s service for which this product’s use or operation may require.
TO THE EXTENT NOT PROHIBITED BY LAW, ALL IMPLIED WARRANTIES AND
CONDITIONS OF MERCHANTABILITY, SATISFACTORY QUALITY OR FITNESS FOR A
PARTICULAR PURPOSE ARE LIMITED TO THE DURATION OF THE WARRANTY PERIOD.
ALL OTHER EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND
WARRANTIES, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTY OF
NON-INFRINGEMENT, ARE DISCLAIMED. Some jurisdictions do not allow limitations on how
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Peplink SmartCare
long an implied warranty lasts, so the above limitation may not apply to you. This limited warranty
gives you specific legal rights, and you may also have other rights which vary by jurisdiction.
The foregoing limitations will apply even if any warranty or remedy provided under this limited warranty
fails of its essential purpose. Some jurisdictions do not allow the exclusion or limitation of incidental or
consequential damages, so the above limitation or exclusion may not apply to you.
1-Year Extended Warranty Policy
Peplink's Authorized Partners can purchase 1-Year Extended Warranty Service for their
customer. An extended warranty means the regular warranty period would be extended one (1)
year, counting from the original warranty end date. The more number of years has purchased,
the longer you may enjoy this service. (i.e. If you have purchased TWO units of 1-Year Extended
Warranty Service for a particular device, that device will be protected for an extended TWO
years.)
Please be noted that 1-Year Extended Warranty can only be purchased within VALID warranty
period. For those devices which warranty services have already expired, please refer to the
below Section "SmartCare" for information to reactivate warranty.
Firmware Upgrade Policy
Peplink consistently releases new firmware to increase the functionality of Peplink Balance
device. These added features are free of charge to selected owners of the devices based on the
following criteria:
 Peplink provides free firmware updates based on the same major version for the life of
the device. For example, customer who has a device of 4.x firmware can get all future
versions of 4.x for free.
 Major upgrades (e.g. 4.x to 5.x) would require the Peplink Balance device to have valid
warranty at the time of release of new firmware.
Customer whose Peplink Balance device is out of warranty at the time of new firmware release
can purchase SmartCare to reactivate warranty in order to proceed for firmware upgrade.
To download a new firmware, the device owner should create an account on Peplink website and
visit the Download section. For more information on Peplink Balance Firmware, please visit
Knowledge Base. http://www.peplink.com/index.php?view=faq_category&path=26
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Peplink SmartCare
Return Merchandise Authorization (RMA) Policy
Under Limited Warranty policies, Peplink will repair your defective device. Below are RMA
policies that you may need to know before contacting our support team:
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1.
All exclusions and limitations of warranty service apply. Please read the "Limited
Warranty Policy" section for information.
Valid service period is twelve (12) months, starting from the date of sales.
Peplink RMA service would only be provided for partners who purchased directly from
Peplink.
You should provide valid information to our support team, including: issues experiencing,
current firmware version, contact details, model number and serial number of the
defective device. Please remember to include a Diagnostic Report, exported by following
the instructions, along with your request to save time for troubleshooting.
Standard RMA
The RMA process is as follows. Failure to follow this procedure may result in additional charges
and delays:
 Contact Peplink support team by writing to http://www.peplink.com/contact/support/ and
describe experienced issues. Please provide enough details for investigation.
 You should request a RMA number issued by the Peplink support team with a RMA
center address. Peplink will not accept RMA request without a confirmed RMA number.
 Partner should ship the device back within fourteen (14) calendar days after the RMA
request confirmation. RMA authorization is revoked after such grace period.
 Partner should bear all costs of shipping the defective device to Peplink RMA Center,
while Peplink will be responsible for the costs of sending the repaired device back to
partner.
 The authorized RMA number should be written clearly on the returning package.
 Partners should ship the whole package, including all accessories that came with the
device, back to Peplink RMA center.
 Partner is responsible for proper packaging. Any parts or items damaged by insufficient
or inaccurate packaging will void the warranty.
 All personal configurations may be restored to factory default during the refurbishment
process, and Peplink disclaims all responsibility and liability for the configurations of the
device.
 If the product contains defective accessories, please notify Peplink support team about
the problem experiencing. It may help to save the shipping cost if it is the case of
accessories issues.
2. Defective On Arrival (DOA) or Advance Hardware Replacement
In the case of DOA or with Advance Hardware Replacement service, a replacement unit may be
sent out by Peplink before customer returns the defective device. All the policies of warranty,
exclusions, and limitations apply in this case.
Advance Hardware Replacement for a defective device will be provided in the event that:
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A Peplink Balance device is found to be DOA.
A customer has purchased TotalCare Protection Plan for that device.
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Peplink SmartCare
Defective On Arrival, DOA, means a device is found to be defective that it cannot function
properly within the first fourteen (14) calendar days of receipt. In this case, it is Peplink's
responsibility to replace a functional device to the customer.
Advance Hardware Replacement is a service included in SmartCare.
Below is information which partner may need to know before requesting DOA or Advance
Hardware Replacement service:
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Partner should inform Peplink Customer Support about issues experienced when
request replacement service, with their contact information and serial numbers of the
defective devices.
Peplink Support Team will provide a DOA/RMA number and RMA center address for
partner to ship back the defective device.
In the case of DOA, Peplink will be responsible for the shipping costs both ways.
Shipping method will be provided for partner to send in the defective device. Return
shipping will be also handled by Peplink.
In the event of Advance Hardware Replacement, partner should bear all costs of
shipping the defective device to Peplink RMA Center. Peplink will be responsible for
the return shipping only.
Partner should ship the whole package, including all accessories which are originally
packed with the Balance device, back to Peplink's RMA center.
Partner should send back the defective device within fourteen (14) calendar days of
receipt of the replacement device, or Peplink reserves the right to invoice customers
list price of that replacement device.
Please contact Customer Service of your Peplink Balance device provider for assistance on
RMA / DOA / Advance Hardware Replacement arrangements.
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Peplink SmartCare
SmartCare Policy
Two options of SmartCare are available:
 SmartCare 1-Year
 SmartCare 3-Year
All policies listed on this page under Support Service, Limited Warranty, Firmware Upgrade, and
RMA apply to Peplink Balance devices with SmartCare purchased. SmartCare is only available
for Balance 210, 310, 380, 580, 710, 1350 and MAX.
1.
SmartCare 1-Year
SmartCare 1-Year option is based on the standard policies as listed above with the following
amendment. Its valid service period is 12 months, starting from the date of purchase or after the
end of previous SmartCare coverage period, whichever occurs later.
 Free Firmware Upgrades
 Advance Hardware Replacement for RMA
 Valid for 1 Year
2.
SmartCare 3-Year
SmartCare 3-Year option is based on the standard policies as listed above with the following
amendments. Its valid service period is 36 months, starting from the date of purchase or after the
end of previous SmartCare coverage period, whichever occurs later.
 Free Firmware Upgrades
 Hardware Warranty
 Advance Hardware Replacement for RMA
 Valid for 3 Years
A Diagnostic Report is required to validate warranty if the Peplink Balance device is already out
of warranty at the time of purchasing SmartCare. More information on how to export a Diagnostic
Report can be found at this link. http://www.peplink.com/index.php?view=faq&id=31&path=20
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Peplink SmartCare
Shipping Insurance Policy
Peplink provides an optional shipping insurance for devices purchased over Peplink Online Store.
The optional insurance will insure the shipping of the purchase from our office to the final
destination. The shipping insurance will cover 100% of the value of the goods in case of loss by
the delivery company.
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The insured amount is the total value of the product(s) of the order excluding the shipping
and insurance fees.
The insurance rate is charged at 2% of the total value of the goods.
The insurance does not cover damages, missing accessories, mishandling nor proper
functioning of the product. Read more on our RMA policy.
To get protected under this insurance plan, it is required to inform us within 2 days after
receipt of shipment if any damages or loss to the goods are found.
If it is suspected that the package has been lost during the shipment and the shipping insurance
has been purchased, please contact us at http://www.peplink.com/contact/ and provide us with
the order information.
All of the policies listed on this page are subject to change without notice.
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