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For ZyXEL it is central that our products are designed to many years of problemfree usage.
A part of this is a strong service portifolio.
| Service Levels | Level 1 | Level 2 | Level 3 |
| Dead on arrival - DOA |  |
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| 2 year warranty | |
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| Telephone support | (1) |
(2) |
(2) |
| Email support | |
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| Life time warranty | (3) |
(3) |
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| 5 year warranty | (4) |
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| Basic Swap Service | |
1: QSG telephone support for 3 months. Fee based after 3 months
2: Free phone support of business portifolio products for registered ZyXEL partners
3: Applies to Business Switches only
4: Applies to USG serie products only
Warranty |
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| Warranties | Description |
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2 year warranty |
Where no other warranties are indicated |
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5 year warranty |
ZyWALL USG series incl. power supplies and fans |
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Lifetime (11 years) warranty |
Business switches incl. power supplies and fans |
Services |
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Service |
Description |
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DOA can be claimed within 14 days of the date of purchase. DOA must be claimed at the reseller/distributor where the product was purchased. The customer is responsible for returning the unit to the reseller/distributor. All DOA claims must be returned with all accessories and packing for the claim to be valid. DOA claims sent directly to ZyXEL will be treated as regular RMA. A product is considered DOA if the product is not working correctly e.g. doesn’t power up or is non-functional. A DOA claim can NOT be made on product features. ZyXEL test all products received as DOA and reserves the right to charge a technician fee if the product is found to be without fault. |
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ZyXEL provides swap service for all Service level 3 products. To see whether your product is covered please view the list of products above. |
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Support via email is offered through the entire warranty period. |
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ZyXEL provides free phone support to our partners for the entire portfolio of business products. |
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ZyXEL offers free telephone support to all users according to features described in the Quick Start Guide (QSG). Support for features outside the QSG and after the 3 months free period is offered on a fee basis. What is covered by Quick Start Guide (QSG) support:Connecting the hardware Accessing the Web Configurator Configuring the ZyXEL device with the Wizard setup Configuring wireless setup on PC What is NOT covered by Quick Start Guide support:Advanced configuration in the Web Configurator Advanced configuration of ZyXEL device * Note that these features may not be present in all ZyXEL Device
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