“[Jennifer] was marvelous, she was wonderful. She really took the time to research, dig deep and find out the reason for our problem and we were able to get it fixed. I just wanted to compliment you on the quality of your employees. Thank you for such great service.”
~ Cristy,
OII
Support Options
Paid Software/ Hardware Support Options
Gold Care
Gold Care provides complete support for your eSoft appliance including Extended Hardware Warranty, Hot Swap, unlimited Tech Support, and Software Care for InstaGate base software. Gold Care is the best value option – the most coverage and the best price. eSoft also provides a la carte support services, as described below.
Software Care (InstaGate only)
Provides software updates to InstaGate base software to protect against the latest firewall vulnerabilities and exploits. Each year, there are thousands of new exploits that are launched by hackers, requiring constant updates and releases to the base InstaGate software in order to provide the required protection. In addition, Software Care is required to implement any ThreatPaks/SoftPaks on an InstaGate. In the event that there is a lapse in coverage of the Software Care and the customer later wishes to purchase Software Care, a “reinstatement fee” will be calculated for the lapsed period of time.
Hardware Warranty
Each eSoft appliance comes standard with a standard warranty on the hardware. The Warranty covers all internal components that fail as well as any defect which may have been caused by a software corruption, thus requiring the unit to be returned to eSoft for repair. When a unit under the Hardware Warranty fails, eSoft's Technical Support staff authorizes the unit to be returned, resulting in the issuing of an RMA number. Subsequent to being repaired, the unit is returned to the customer.
Extended Hardware Warranty (Hardware Care)
Hardware Care (HWC) provides an extension to the original Hardware Warranty. A unit may have up to 4 years of total original Hardware Warranty and Extended Hardware Warranty (HWC) coverage.
Hot Swap
A HotSwap allows a unit that is covered by either the original Hardware Warranty or the Extended Hardware Warranty, which has been determined by the eSoft Technical Services Department to be faulty and eligible for an RMA number (and not have a defect caused by an act of God or act of negligence) to have an overnight or expedited replacement sent to the end user BEFORE the actual defective unit is returned. This is sometimes referred to as a “cross-ship”.
Technical Support (Phone/ Email Care)
eSoft Provides Free Tech Support for ninety (90) days after any purchase. After the 90 day period of time, a Phone/Email Care (PEC) incident will be charged. PEC's may be pre-purchased or may be purchased at the time the customer contacts eSoft's Tech Support.
The pre-purchase PEC options include the following:
| 1 PEC | 3 PEC | Unlimited PECs | 10-Pack PECs |
|---|---|---|---|
| A Single PEC which can be purchased for a specific Serial Number | 3 PEC Incidents which can be purchased for a specific Serial Number | Unlimited PEC's which can be purchased for a specific Serial Number for a single year | A Package of 10 PECs that can be used across multiple Serial Numbers |
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