Your browser either does not support JavaScript or you have turned JavaScript off. Zyxel Support Policy | ZyXEL

Zyxel Support Policy

 

General Support Policy

Zyxel provides free Web-based customer support and firmware renewal. Phone technical support requests placed during normal business hours (8 a.m. to 5 p.m. Pacific Time) are free of charge until the product's warranty has expired. Affordable fee-based prescheduled technical support is also available anytime to enable you to complete mission critical tasks. In addition, Zyxel products include two (2) years hardware warranty that extends our free phone technical support services to further reduce your cost of ownership.

Support options: Zyxel offers a range of support options to meet your needs. If you purchased the Zyxel product outside of North America, please contact that region's office for support. For a list of Zyxel support centers in your region please click here. Below, please find a list of additional services that may be available to you:

  1. Web based support: You may find the answer you need in the following online resources:
    Knowledge base: http://www.zyxel.com/aspx/KnowledgebaseLandingSR.aspx?c=us&l=en&md=&s=1
    Download library: http://www.zyxel.com/us/en/support/download_landing.shtml
  2. Free phone technical support for products under warranty. Prior to contacting Zyxel technical support, you should have the following information available:
    • Model number and serial number.
    • Definition of the problem in detail.
    • Firmware / Software version.
    • Appropriate configuration, log, and/or debug data.
    • Current network topology (not required but highly recommended to help expedite the troubleshooting process).
    • Remote access for Zyxel engineers to log into the hardware, if required.

    Free phone technical support is provided during Monday to Friday, 8am to 5pm pacific standard time. Or customer can contact Zyxel support team via email 24/7. By Phone: 800-255-4101. (Press Option 5 for Technical Support) By Email: support@zyxel.com
  3. Fee-based support (provided during off hours): If you are planning to install or troubleshot a complex application outside of free support hours, this option is for you. Zyxel provides affordable appointment-based support for $150 per hour. You will be assisted by a senior engineer to help resolve your technical difficulties. To schedule this service you must contact Zyxel Technical Support at least one business day prior.

Resolution Procedure: A Zyxel technical support specialist (TSS) will use all available resources to help provide a resolution. When a resolution is not available at the time, the technician will look for a workaround with a reasonable cost-effective method until a resolution is available.

In order to keep you informed of the progress on all open issues, the TSS will update the case notes and provide you a case number at the end of the call. If you submit the issue via email, you can request a case number. The customer will need this number if you contact Technical Support over the phone in the future. Customers are required to provide the case number when the case is regarding an ongoing or persistent issue.

As part of the resolution process, the TSS may take any of the following steps and the customer is expected to follow TSS instructions to achieve the best results:

  • Review configuration/debug information to find resolution
  • Remove the networked equipment to isolate the root cause
  • Duplicate the scenario/issue in the Zyxel support lab
  • Troubleshoot live on the affected equipment
  • Create an RMA where the cause of a problem is related to hardware issue or to relieve doubt that the hardware may be causing the issue, but no issues were found during the troubleshooting process
  • Create an Engineering Defect Report when is a firmware/software defect

Case Escalation Process: Customers can request the case be escalated to the next tier of support or to a supervisor if Tier I TSS is not able to provide a satisfactory result. A case can be escalated by the TSS handling your case upon request or you can submit the request by emailing escalation@zyxel.com with the case number. All ongoing escalated cases are monitored by a duty manager until the case is closed. If customers have any concern or comment regarding the escalated case, please email dutymanager@zyxel.com so we can better address your needs.

Defect Resolution Process: Any software/firmware product defects (bugs) found in the field will be reported to our' engineering team.
TSS will work with the customer to find whether or not a workaround is available and update the customer with a possible timeframe for resolution.

After the software/firmware issue is resolved, typically the update will be found in the next software/firmware release. If a firmware/software solution is needed in before formal firmware/software update, the TSS can work with customer to determine if a beta release can be provided.

Return Material Authorization (RMA) Process: When a hardware failure is found to be the cause of the problem, or when TSS decides a hardware repair/replacement is needed to rule out the possibility of hardware defects, TSS will create an RMA.

Once the RMA process is initiated, TSS will send the customer an RMA application form. The form contains detailed instructions and policies to ensure quick replacement delivery. After the RMA application is completed and submitted, TSS will provide the customer an RMA number. Returns without an RMA number are refused, causing a delay in the process. Customers are responsible for shipping costs for the return of the defective product. Repaired or replaced units are shipped with two day shipping free of charge. Overnight shipping is also available for US customers for an additional charge.

Zyxel's RMA Department will carefully test and evaluate all returned products, and will repair or replace products that are under warranty at no charge. (Any acts of nature or conditions of misuse are not covered under warranty.) When Zyxel cannot duplicate the problem or condition causing the return, the unit will be returned to the customer as-is.

After Zyxel receives the defective unit, the typical turnaround time is two business days (multiple units may require up to 5 business days.) plus the time for deliver. The replacement product will be carefully selected to match the condition of original product. In the event that the product has been discontinued or there is a lack of replacement parts, Zyxel reserves the right to replace the malfunction product with a product of similar or better features and functionality.

In the event the advance RMA is issued, the RMA Returns Policy requires customers to return the defective parts to Zyxel Communications, Inc. within 30 days of receipt of the replacement unit, or the customer will be billed for the unit at full purchase price. If the status of a previously issued RMA is needed, please contact us by email to rma@zyxel.com. The customer should state that an RMA number is required in the email.
Forum policy: All users are welcome to utilize the forum to exchange experience, comments and questions regarding to Zyxel products and services. Zyxel support engineers also actively join the discussion. However, the forum is not meant to be an official channel for technical support. If you are seeking official technical support, please contact our support team via phone or email. http://forum.zyxel.com/

1. Some products have longer warranties. Not including battery, fan or consumable parts. Please refer to product's User Guide for details.
2. North American customers only.

Next-GEN Seccurity Appliance Product Support Policy

Applicable products:

  • USG40(W), USG60(W)
  • USG110 / USG210 / USG310
  • USG1100 and USG1900 series
  • Security appliances that are purchased directly from Zyxel Communications, Inc. ("Zyxel" or "Zyxel USA"), its Authorized Distributors or its Authorized Resellers.

Zyxel Next-Generation Security products purchased directly from Zyxel USA, Authorized Distributors or Authorized Resellers, come with a one-year limited hardware warranty.

Thirty (30) days of complimentary basic phone and email support is provided to assist customers with initial setup, basic installation and network applications. Technical support for advanced applications or step-by-step assistance for personalized projects is not within the scope of the complimentary support. To obtain the complimentary support, customers must register the product within 30 days of purchase. A delay in registering of the product may result in reduced or lost coverage of the complimentary support.

Customers will receive 90 days of complimentary basic phone and email support, if a valid product registration is completed within 30 days of purchase. Optional support service plans and extended warranty contracts are available for purchase.

For warranty-related issues for unregistered products or products which are not covered under an active support plans, please contact our customer service hotline at 800-245-9299 or send an email to warranty@zyxel.com. Please note that the customer service hotline is for warranty or customer service-related issues. This phone line or email address is not intended to provide technical support.

For additional support services which extend beyond the scope of the 90 days of complimentary technical support, ZyXEL offers a range of services at different support levels. For instance, Zyxel offers one-year or three-year support subscription plans* for day-to-day network application support, as well as professional services for more complex projects. These premium services will allow you to access the Zyxel US-based support team on a wide range of networking application issues and provide you with priority case escalation to ensure a shorter resolution time.


1 Year Tech SupportLicense ModelProducts Supported
 Class A ICTS1YCA  USG40 / USG40-NB / USG40W / USG40W-NB 
 Class B ICTS1YCB  USG60 / USG60-NB / USG60W / USG60W-NB / USG110
 Class C ICTS1YCC  USG210 
 Class D ICTS1YCD  USG310 
 Class E ICTS1YCE  USG1100 / USG1900 

3 Year Tech SupportLicense ModelProducts Supported
 Class A ICTS3YCA  USG40 / USG40-NB / USG40W / USG40W-NB 
 Class B ICTS3YCB  USG60 / USG60-NB / USG60W / USG60W-NB / USG110
 Class C ICTS3YCC  USG210 
 Class D ICTS3YCD  USG310 
 Class E ICTS3YCE  USG1100 / USG1900 

*A support subscription is only valid for one product and cannot be transferred from device to device.


Professional service:

With Zyxel professional services, you will be able to reduce the risks in the product implementation process and speed up product deployment. Our Zyxel certified engineers provide installation and deployment services for smoother implementations and help avoid potential configuration errors, so you can better focus your time and resources on your core business.

  1. Zyxel remote installation services:
    Zyxel remote installation services offer different levels of support, designed to meet the varying needs of our customers:

    For customers who understand all the details of the implementation, Zyxel provides an easy-to-use questionnaire for you to specify how the Zyxel Security Appliances need to be configured. The service offers two options:

    A) Basic Configuration Includes ($89):

    • Firmware upgrade (if necessary)
    • Network settings (NAT or Standard, WAN, LAN, DNS)
    • Log settings
    • Filter customization
    • Network access rules & services
    • User setup
    • Management method

    B) Advanced Configuration Includes ($149):

    • All basic configuration (see above)
    • Network settings (DHCP)
    • Proxy Forwarding
    • Intranet
    • Static Routing
    • One-to-One NAT
    • VPN
    • Anti-Virus
    • High Availability

Consulting Service ($150/Hour): For customers who need comprehensive assistance on product planning, design and implementation, Zyxel Consulting Service provides a group of the most experienced engineers to help eliminate installation obstacles and bring out the maximum performance of Zyxel products. The service includes, but is not limited to:

  • Complete service includes: planning, design, implementation and optimization of Zyxel products
  • Translate product configurations from older Zyxel products to current models
  • Personalized training
  • Step-by-Step instruction for a customized project

Find out more details about the Zyxel service offerings at http://www.zyxel.com/us/en/support/support_policy_new.shtml or contact Zyxel Sales at 800-255-4101, and press option 4, or sales@zyxel.com .


Other support resources: You may find the answer you need in the following online resources:

Knowledge base: http://www.zyxel.com/aspx/KnowledgebaseLandingSR.aspx?c=us&l=en&md=&s=1
Download library: http://www.zyxel.com/us/en/support/download_landing.shtml


Phone technical support: Prior to contacting Zyxel technical support, you should have the following information available:

  • Model number and serial number
  • Definition of the problem in detail
  • Firmware / Software version
  • Appropriate configuration, log, and/or debug data
  • Current network topology (not required but highly recommended to expedite the troubleshooting process)
  • Remote access for Zyxel engineers to log into the hardware, if required
For the customers who are eligible for complimentary support, phone support is provided Monday to Friday, 8 a.m. to 5 p.m. Pacific Time or customers can contact the ZyXEL support team via the Zyxel website 24/7.

Consulting services:You will be assisted by a senior engineer to help resolve your technical issues. To schedule this service you must contact Zyxel Technical Support at least one business day prior.


Resolution Procedure: A Zyxel Technical Support Specialist (TSS) will use all available resources to help provide a resolution. When a resolution is not available at the time, the technician will look for a work-around with a reasonable, cost-effective method until a resolution is available. In order to keep you informed of the progress on all open issues, the TSS will update the case notes and provide you a case number at the end of the call. If you submit the issue via email, you can request a case number. The customer will need this number if you contact Technical Support over the phone in the future. Customers are required to provide the case number when the case is an ongoing or persistent issue.


As part of the resolution process, the TSS may take any of the following steps and the customer is expected to follow TSS instructions to achieve the best results:

  • Review configuration/debug information to find resolution
  • Remove the networked equipment to isolate the root cause
  • Duplicate the scenario/issue in the Zyxel support lab
  • Troubleshoot live on the affected equipment
  • Create an RMA where the cause of a problem is related to hardware issue or to relieve doubt that the hardware may be causing the issue, but no issues were found during the troubleshooting process
  • Create an Engineering Defect Report when is a firmware/software defect

Case Escalation Process: Customers can request the case be escalated to the next tier of support or to a supervisor if Tier I TSS is not able to provide a satisfactory result. A case can be escalated by the TSS handling your case upon request or you can submit the request by emailing escalation@zyxel.com with the case number. All ongoing escalated cases are monitored by a duty manager until the case is closed. If customers have any concern or comment regarding the escalated cases, please email dutymanager@zyxel.com so we can better address your needs.


Defect Resolution Process: Any software/firmware product defects (bugs) found in the field will be reported to our engineering teams.

TSS will work with the customer to find whether or not a work around is available and update the customer with a possible timeframe for resolution.


After the software/firmware issue is resolved, typically the update will be found in the next software/firmware release. If a firmware/software solution is needed before formal firmware/software update, the TSS can work with the customer to determine if a beta release can be provided.


Return Material Authorization (RMA) Process: When a hardware failure is found to be the cause of the problem, or when TSS decides a hardware repair/replacement is needed to rule out the possibility of hardware defects, TSS will create an RMA.

Once the RMA process is initiated, TSS will send the customer an RMA application form. The form contains detailed instructions and policies to ensure quick replacement delivery. After the RMA application is completed and submitted, TSS will provide the customer an RMA number. Returns without an RMA number are refused, causing a delay in the process. Customers are responsible for shipping costs for the return of the defective product. Repaired or replaced units are shipped with two day shipping free of charge. Overnight shipping is also available for US customers for an additional charge.


Zyxel's RMA Department will carefully test and evaluate all returned products, and will repair or replace products that are under warranty at no charge. (Any acts of nature or conditions of misuse are not covered under warranty.) When Zyxel cannot duplicate the problem or condition causing the return, the unit will be returned to the customer as-is.


After Zyxel receives the defective unit, the typical turnaround time is two business days (multiple units may require up to five (5) business days.) plus the time for delivery. The replacement product will be carefully selected to match the condition of original product. In the event that the product has been discontinued or there is a lack of replacement parts, Zyxel reserves the right to replace the malfunction product with a product of similar or better features and functionality.


In the event an advance RMA is issued, the RMA Returns Policy requires customers to return the defective parts to Zyxel Communications, Inc. within 30 days of receipt of the replacement unit, or the customer will be billed for the unit at full purchase price.


If the status of a previously issued RMA is needed, please contact us by email to rma@zyxel.com. The customer should state that an RMA number is required in the email.


Forum policy: All users are welcome to utilize the forum to exchange experience, comments and questions regarding to Zyxel products and services. Zyxel support engineers also actively join the discussion. However, the forum is not meant to be an official channel for technical support. If you are seeking official technical support, please contact our support team via phone or email. http://forum.zyxel.com/

Consumer Product Support Policy

Applicable products:

  • Wireless Home Networking: NBG, NWD, WAP, WRE, MWR, and ARMOR Series.
  • Powerline Home Networking: PLA Series
  • Desktop Switches: GS-105, GS108 Series

Zyxel Home Networking Products purchased directly from ZyXEL USA, Authorized Distributors or Authorized Resellers, come with a two-year limited hardware warranty.

Thirty (30) days of complimentary basic phone and email support is provided to assist customers with initial setup, basic installation and network applications. Technical support for advanced applications, step-by- step assistance for personalized projects, or 3 rd party product support are not within the scope of

the complimentary support. The complimentary support will be extended to 90 days, if a valid product registration is completed within 30 days of purchase.

For warranty-related issues for unregistered products or products which are not covered under an active support plan, please contact our customer service hotline at 800-245- 9299 or send an email to warranty@zyxel.com. Please note that the customer service hotline is for warranty or customer service-related issues. This phone line or email address is not intended to provide technical support.

For additional support services which extend beyond the scope of the 90 days of complimentary technical support, Zyxel offers a range of professional services for your needs (starting at 39.99). These premium services will allow you to access the Zyxel US-based support team on a wide range of networking

application issues and provide you with priority case escalation to ensure a shorter resolution time. For more detail, please contact us at 800-245- 9299 or premiumservices@zyxel.com.

Other support resources: You may find the answer you need in the following online resources:

US / EN