The eb Rapid Response Support Program assures that your edgeBOX will always be up-to-date, online, and configured to your business requirements

Our eb Rapid Response Programs have three different levels: Bronze, Silver and Gold:

*Prices shown are based on maximum number of users being supported on each edgeBOX model.

These packages can be contracted through your edgeBOX supplier or directly with Critical Links and are valid for a 12-month period.

Software Updates - ensure your edgeBOX is kept up-to-date with the latest security patches and feature enhancements. These are made available from our Update Server and can be configured to automatically download and install on your edgeBOX.

Business Hours Support - during your local business hours there will always be someone at the end of the phone or ready to respond to an issue that you email through to us.

Warranty Extension - all our units come with 1 year warranty as standard. This can be extended in future years by purchasing Silver or Gold support packages.

Emergency 24/7 Support - we understand that keeping your edgeBOX online 24/7 can be crucial to your business. To ensure this happens we provide 24/7 cover as part of our Gold support package.

Next-day shipment - edgeBOX has a number of advanced features to make sure it keeps running, no matter what. But in the unlikely event of a unit needing replacing we can guarantee to ship a replacement unit out to you next-business-day directly to your premises as part of our Gold support package.

 

Support Portal

When you purchase an eb Rapid Response contract from us we will provide you with access to our eb Support Portal. This allows you to log tickets, assign a priority to them and track them through our ticketing system. It also provides access to our eb Knowledge Base.

 

Respond and Solve Times

Depending on the criticality of your support request we will respond to you and solve your issue according to the following mean-times:

For more information, please contact us.