CloudShield Technologies offers best-in-class software and hardware support and professional services for customers and partners. Our customers and partners have not only selected world-class products, but have also joined with a powerful technical support team to ensure maximum uptime and superior network functional performance. The available Maintenance, Support and Extended Warranty programs are presented below. For more information, or to sign up to one of the available programs, please contact your CloudShield sales representative, or email CloudShield Technical Support at support@cloudshield.com, additional information can also be found in the Maintenance & Support Program document.

Annual Protection Program (24x7)*

During the elected performance period, for new purchases usually 1 year from date of item purchase, this program provides:

• Unlimited (24x7) phone support
• Access to Software updates and upgrades
• Shipping of Advanced Replacement Hardware components the next business day following the receipt of a RMA authorization (does still require return of defective component to CloudShield)

During the elected performance period, for new purchases usually 1 year from date of item purchase, this program provides:

• Shipping of Advanced Replacement Hardware components the next business day following the receipt of a RMA authorization (does still require return of defective component to CloudShield)

SW and Support Annual Service Subscription (24x7)*

During the elected performance period, for new purchases usually 1 year from date of item purchase, this program provides:

• Unlimited (24x7) phone support
• Access to Software updates and upgrades

Support Annual Service Subscription (24x7)*

 During the elected performance period, for new purchases usually 1 year from date of item purchase, this program provides:

• Unlimited (24x7) phone support

Annual Protection Rider for Classified Environments (only in combination with a Hardware Maintenance Plan)*

 During the elected performance period, for new purchases usually 1 year from date of item purchase, this program provides:

• Shipping of Advanced Replacement Hardware components the next business day following the receipt of a RMA authorization (does not require the return of the defective component to CloudShield)
• Rider only available for DPPM and ASM components

Extended Hardware Warranty

• Extension of Hardware Warranty Services which allows for Return for Repair at no charge
• Defective Unit/Component is shipped back to CloudShield and repaired within 20 business days

Return for Repair

Out of Warranty repair service for any CloudShield Product
Defective Unit is shipped back to CloudShield and repaired within 20 business days
Return for Repair prices are dependent on the repair required

*Note that in order to fully benefit from these programs, we recommend that coverage be purchased at the time of equipment or software purchase. Programs may be retroactively charged from the original purchase date.