There are three types of ZyAssure Service:

  1. Advance Replacement
  2. Onsite Next Business Day
  3. Onsite 9 x 5 x 4 Service

Terms and Conditions for each of these services are available below.

Simply click on the appropriate link for the T&C's relating to that service.

Advanced Replacement Service T&C's

1. Service Terms and Registration

ZyXEL advanced replacement services must be purchased and registered within ninety (90) days of the purchase of the ZyXEL product to which they will be applied, or there may be a fee to inspect the product to check its authenticity. The services are provided for the agreed term (12 or 36 months), starting the day you receive notification of acceptance of contract following your online registration with ZyXEL. After the original services expire, you may purchase a renewal of this service contract from your reseller. ZyXEL may terminate these terms in the event that you breach any term in this agreement or become insolvent, have a receiver or other similar officer appointed or a change in ownership or control of your company takes place.

2. Services Provided

  1. ZyXEL will provide access to ZyXEL's support desk at the numbers specified, between 09:00 and 17:00, Monday to Friday, excluding UK Bank Holidays, to assist you with product use, configuration and troubleshooting. ZyXEL will use reasonable efforts to respond to you within one (1) hour for all calls: received from 09:00 to 17:00 UK Time, Monday to Friday excluding Bank Holidays ("normal business hours"). For calls received outside our normal business hours, ZyXEL will use reasonable efforts to respond no later than its next business day.
  2. ZyXEL will use reasonable efforts to generate solutions to software problems. ZyXEL will support each software release for thirty-six (36) months from the date of first commercial shipment of that release.
  3. ZyXEL will provide access to our web page, which will also provide you with new releases of software and or documentation on-line.
  4. ZyXEL will on agreement that there is no software or remote fix for a customers solution will enable an advanced replacement of the product to the customer site in agreement with the customer.
  5. ZyXEL will use reasonable efforts to deliver the advanced replacement product to the contracted site within the agreed definition outlined in these terms and conditions.
  6. ZyXEL accepts no responsibility for delays and or costs incurred to our customers by third party courier or transit companies in the delivery of the advanced replacement.
  7. ZyXEL accepts no liability for direct or indirect loss of profits, anticipated profits, business, goodwill or anticipated savings or for any indirect or consequential loss or damage including but not limited to claims against the customer or end user by third parties even if ZyXEL have been advised in advance of such a possibility.
  8. Replacement hardware may be either new or equivalent to new.

3. Service Restrictions

In order to receive services, you must observe the following conditions:

  1. You must pay a separate support fee for each product on which you receive support.
  2. You may have to use a more current release of the software for ZyXEL to be able to support you. A more current release of software may require a hardware upgrade at additional cost.
  3. You must provide a priority level for all calls placed with ZyXEL, according to the following definitions:

    1. An existing network is down or there is a critical impact to your business operation.
    2. Operation of an existing network is severely degraded, or significant aspects of your business operation are being negatively impacted by unacceptable network performance
    3. Operational performance of the network is impaired while most business operations remain functional.
    4. Information or assistance is required on ZyXEL product capabilities, installation, or configuration. There is clearly little or no impact to your business operation.
  4. You must provide reasonable access to the product through the Internet or a modem so that ZyXEL may attempt to correct problems through remote access.
  5. If ZyXEL ships replacement hardware, you are responsible for identifying any damage in transit.

4. Support Entitlement

You are entitled to receive support on a product only if you have paid a separate support fee for such product and have registered such product's serial number with ZyXEL.

In the event that an engineer while discussing the issues discovers the product is not registered correctly with ZyXEL, the engineer will advise the customer of such an event and will advise as to the appropriate charges to inspect, resolve and maintain the affected product. If there is any indication that support is being received on product for which the above requirements have not been met, ZyXEL reserves the right, upon reasonable advance notice, to perform an audit of your products and records. If ZyXEL reasonably determines that unauthorised support is occurring, you may be charged the appropriate support fee as well as, without limitation, legal fees and audit fees and interest at the rate of one and a half percent (1.5%) per month, calculated from the date on which unauthorised support was first received and compounded on each monthly anniversary of that date.

5. Service Excluded

  1. Any customisation of software.
  2. Support or replacement of product that is altered, modified, mishandled, destroyed, damaged by natural causes or damaged due to a negligent or willful act or omission by you or use other than as specified in the ZyXEL-supplied documentation, or resolution of software or hardware problems resulting from third party products or causes beyond ZyXEL's control.
  3. Services for non-licensed ZyXEL software installed on any ZyXEL product.
  4. Any hardware upgrade required to run new or updated software.

6. Returning the Defective Unit

  1. The customer is responsible for the shipping costs to ZyXEL, whilst ZyXEL pays for the shipping of the returned unit to the customer.
  2. Returned products have to be packaged properly to avoid damage during delivery. This is the sole responsibility of the customer. ZyXEL will not hold responsibility for any damage and delivery of the product. The address to where to return the product is below

RMA # (this is the RMA number that was provided by the ZyXEL Service Desk)
Zyxel Communications RMA Service
Attn: Martin Tye (Warehouse), DSV Road Ltd, West Dock Road, Parkeston, Harwich, Essex, CO12 4SL

7. Warranty

All services provided by ZyXEL will be performed with reasonable skill and care and except as specified in these terms and conditions, all other express or implied terms, conditions or warranties including, without limitations, implied terms as to fitness for a particular purpose or satisfactory quality is excluded. You must notify ZyXEL promptly of any claimed breach of warranty and your sole and exclusive remedy for any such breach shall be, at ZyXEL's sole discretion, re-performance of the relevant services or reimbursement of that portion of the fees paid in relation to such services.

Onsite Next Business Day Service T&C's

1. Service Terms and Registration

ZyXEL Onsite services must be purchased and registered within ninety (90) days of the purchase of the ZyXEL product to which they will be applied, or there may be a fee to inspect the product. The services are provided for the agreed term (12 or 36 months), starting the day of your online registration with ZyXEL or ZyXEL receives your registration card in the mail. After the original services expire, you may purchase a renewal of this service contract from your reseller. ZyXEL may terminate these terms the event that you breach any term in this agreement or become insolvent, have a receiver or other similar officer appointed or a change in ownership or control of your company takes place.

2. Services Provided

  1. ZyXEL will provide access to ZyXEL's Support Desk at the numbers specified, between 09:00 and 17:30, Monday to Friday, excluding Bank Holidays, to assist you with product use, configuration and troubleshooting. ZyXEL will use reasonable efforts to respond to you within one (1) hour for all calls received from 09:00 to 17:30 UK Time, Monday to Friday excluding Bank Holidays ("Normal Business Hours").

    For calls received outside our Normal Business Hours, ZyXEL will use reasonable efforts to respond no later than its next business day.

  2. ZyXEL will use reasonable efforts to generate solutions to software problems. ZyXEL will support each software release for thirty-six (36) months from the date of first commercial shipment of that release.
  3. ZyXEL will provide access to our web page, which will also provide you with new releases of software and/or documentation on-line.
  4. Where available, ZyXEL will use reasonable efforts to provide hardware maintenance at your site, including all parts, labour and material required. ZyXEL will use reasonable efforts to ensure service representatives will be at your site the next business day provided that ZyXEL's Service Desk identifies the problem as hardware failure during troubleshooting before 17:30.
  5. Replacement hardware may be either new or equivalent to new.

3. Service Restrictions

In order to receive services, you must observe the following conditions:

  1. You must pay a separate support fee for each product on which you receive support.
  2. You may have to use a more current release of the software for ZyXEL to be able to support you. A more current release of software may require a hardware upgrade at additional cost.
  3. You must provide a priority level for all calls placed with ZyXEL, according to the following definitions:
    1. An existing network is down or there is a critical impact to your business operation.
    2. Operation of an existing network is severely degraded, or significant aspects of your business operation are being negatively impacted by unacceptable network performance.
    3. Operational performance of the network is impaired while most business operations remain functional.
    4. Information or assistance is required on ZyXEL product
      capabilities, installation, or configuration. There is clearly little or no impact to your business operation.
  4. You must provide reasonable access to the product through the Internet or a modem so that ZyXEL may attempt to correct problems through remote access.
  5. If ZyXEL ships replacement hardware, you are responsible for identifying any damage in transit

4. Support & Entitlement

You are entitled to receive support on a product only if you have paid a separate support fee for such product and have registered such product's serial number with ZyXEL. If there is any indication that support is being received on product for which the above requirements have not been met, ZyXEL reserves the right, upon reasonable advance notice, to perform an audit of your products and records. If ZyXEL reasonably determines that unauthorised support is occurring, you may be charged the appropriate support fee as well as, without limitation, legal fees and audit fees and interest at the rate of one and a half percent (1.5%) per month, calculated from the date on which unauthorised support was first received and compounded on each monthly anniversary of that date.

5. Services Excluded

  1. Any customisation or installation of software.
  2. Support or replacement of product that is altered, modified, mishandled, destroyed, damaged by natural causes or damaged due to a negligent or willful act or omission by you or use other than as specified in the ZyXEL-supplied documentation, or resolution of software or hardware problems resulting from third party products or causes beyond ZyXEL's control.
  3. Services for non-ZyXEL software installed on any ZyXEL product.
  4. Any hardware upgrade required to run new or updated software.

6. Warranty

All services provided by ZyXEL will be performed with reasonable skill and care and except as specified in these terms and conditions, all other express or implied terms, conditions or warranties including, without limitations, implied terms as to fitness for a particular purpose or satisfactory quality is excluded. You must notify ZyXEL promptly of any claimed breach of warranty and your sole and exclusive remedy for any such breach shall be, at ZyXEL's sole discretion, re-performance of the relevant services or reimbursement of that portion of the fees paid in relation to such services.

Onsite 9 x 5 x 4 Service T&C's

1. Service Terms and Registration

ZyXEL Onsite 9 x 5 x 4 services must be purchased and registered within ninety (90) days of the purchase of the ZyXEL product to which they will be applied, or there may be a fee to inspect the product. The services are provided for the agreed term (12 or 36 months), starting the day of your online registration with ZyXEL or ZyXEL receives your registration card in the mail. After the original services expire, you may purchase a renewal of this service contract from your reseller.

ZyXEL may terminate these terms the event that you breach any term in this agreement or become insolvent, have a receiver or other similar officer appointed or a change in ownership or control of your company takes place.

2. Services Provided

  1. ZyXEL will provide access to ZyXEL's Support Desk at the numbers specified, between 09:00 and 17:30, Monday to Friday, excluding Bank Holidays, to assist you with product use, configuration and troubleshooting. ZyXEL will use reasonable efforts to respond to you within one (1) hour for all calls: received from 09:00 to 17:30 UK Time, Monday to Friday excluding Bank Holidays ("Normal Business Hours"). For calls received outside our Normal Business Hours, ZyXEL will use reasonable efforts to respond no later than its next business day.
  2. ZyXEL will use reasonable efforts to generate solutions to software problems. ZyXEL will support each software release for thirty-six (36) months from the date of first commercial shipment of that release.
  3. ZyXEL will provide access to our web page, which will also provide you with new releases of software and/or documentation on-line.
  4. Where available, ZyXEL will use reasonable efforts to provide hardware maintenance at your site, including all parts, labour and material required. ZyXEL will use reasonable efforts to ensure service representatives will be at your site the next business day provided that ZyXEL's Service Desk identifies the problem as hardware failure during troubleshooting before 17:30.
  5. Replacement hardware may be either new or equivalent to new.

3. Service Restrictions

In order to receive services, you must observe the following conditions:

  1. You must pay a separate support fee for each product on which you receive support.
  2. You may have to use a more current release of the software for ZyXEL to be able to support you. A more current release of software may require a hardware upgrade at additional cost.
  3. You must provide a priority level for all calls placed with ZyXEL, according to the following definitions:
    1. An existing network is down or there is a critical impact to your business operation.
    2. Operation of an existing network is severely degraded, or significant aspects of your business operation are being negatively impacted by unacceptable network performance.
    3. Operational performance of the network is impaired while most business operations remain functional.
    4. Information or assistance is required on ZyXEL product capabilities, installation, or configuration. There is clearly little or no impact to your business operation.
  4. You must provide reasonable access to the product through the Internet or a modem so that ZyXEL may attempt to correct problems through remote access.
  5. If ZyXEL ships replacement hardware, you are responsible for identifying any damage in transit

4. Support Entitlement

You are entitled to receive support on a product only if you have paid a separate support fee for such product and have registered such product's serial number with ZyXEL. If there is any indication that support is being received on product for which the above requirements have not been met, ZyXEL reserves the right, upon reasonable advance notice, to perform an audit of your products and records. If ZyXEL reasonably determines that unauthorised support is occurring, you may be charged the appropriate support fee as well as, without limitation, legal fees and audit fees and interest at the rate of one and a half percent (1.5%) per month, calculated from the date on which unauthorised support was first received and compounded on each monthly anniversary of that date.

5. Services Excluded

  1. Any customisation or installation of software.
  2. Support or replacement of product that is altered, modified, mishandled, destroyed, damaged by natural causes or damaged due to a negligent or willful act or omission by you or use other than as specified in the ZyXEL-supplied documentation, or resolution of software or hardware problems resulting from third party products or causes beyond ZyXEL's control.
  3. Services for non-ZyXEL software installed on any ZyXEL product.
  4. Any hardware upgrade required to run new or updated software.

6. Warranty

All services provided by ZyXEL will be performed with reasonable skill and care and except as specified in these terms and conditions, all other express or implied terms, conditions or warranties including, without limitations, implied terms as to fitness for a particular purpose or satisfactory quality is excluded. You must notify ZyXEL promptly of any claimed breach of warranty and your sole and exclusive remedy for any such breach shall be, at ZyXEL's sole discretion, re-performance of the relevant services or reimbursement of that portion of the fees paid in relation to such services.