Peplink goes above and beyond. Discover and explore a Care plan that offers it all – from technical support, hardware service, backup connectivity and software support. All hardware comes with a one-year limited warranty. To extend your coverage, purchase a Care plan that fits you and your deployment needs.
PrimeCare is a subscription that bundles InControl, Warranty, SpeedFusion license upgrades, and FusionHub Licenses into one subscription.
With a Care plan, your certified partner will provide comprehensive technical support. Each partner is equipped with specialized training, years of expertise, and our backing. They are ready to handle anything your deployment may encounter.
| Features | EssentialCare | EssentialCare+ | PrimeCare | PrimeCare+ |
|---|---|---|---|---|
| Incontrol Cloud Management | ||||
| Hardware Warranty | Standard RMA | Advance Hardware Replacement RMA | Standard RMA | Advance Hardware Replacement RM |
| Firmware Upgrades | ||||
| Technical Support | Support Ticket (8×5) | Support Ticket (24×7) | Support Ticket (8×5) | Support Ticket (24×7) |
| FusionHub Peers SpeedFusion Bonding | Licenced Separately | Licenced Separately | ||
| PrimeCare Features | ||||
| SFC Protect & InTouch | ||||
| Available for | All Peplink products (except PrimeCare models, antenna & accessories) | All Peplink products (except PrimeCare models, antenna & accessories) | PrimeCare Models with SKU ending with -PRM | PrimeCare Models with SKU ending with -PRM |
| SKU | SVL- | ECP-
PSC- (SmartCare) PTC- (TotalCare) | PRM- | PCP- |
Frequently Asked Questions about CarePlans
The corresponding Care plan for your device will depend on which series your product belongs to
EssentialCare/Care+ apply to all Peplink products aside from the PrimeCare models. (except antenna & accessories)
PrimeCare/Care+ are available for all Peplink products with the ‘PRM’ suffix in its product code.
The product code of your device can be obtained through the following ways:
Silver label attached to the device (located on the base of your device)
WebUI
InControl 2
Partner Pavilion
Yes, upgrades from standard Care plans to Care+ plans before expiration are available.
The pricing will depend on the remaining period of your existing plan.
For new hardware purchases or devices with less than one year remaining of standard warranty or existing Care plan:
– If users purchase an additional Care+ plan, they can immediately enjoy the Care+ coverage for the whole plan period.
If the remaining service period is more than one year:
– The user will pay the difference in pricing on a pro-rata basis (via an additional discount on the new purchase). Their care plan will then be switched to Care+ in our system.
Advance Hardware Replacement (AHR) arrangements are valid for Care+ Plans only. This is whereby the approved RMA cases are provided with a replacement unit before peplink receiving the defective unit.
For standard Care Plans, RMA replacement units will only be issued upon receiving the defective unit. AHR arrangements are not applicable.
If you have a faulty device that needs to be replaced, you can submit a ticket via Peplink’s support ticket system.
SmartCare/TotalCare will be replaced by EssentialCare+.
All active SmartCare/TotalCare plans will remain valid. Alongside this, SmartCare/TotalCare covered devices will enjoy the same level of coverage as EssentialCare+ including AHR RMA and 24×7 support, at no additional cost.
For renewals thereafter, please purchase a EssentialCare+ plan.
Remark: if an auto-renewal subscription of SmartCare/TotalCare has been purchased, these will continue to be renewed automatically.
Network functionality and access to WebUI for configuration will remain available. However, other features including InControl 2, FusionHub licenses, SpeedFusion features, and programmable LAN/WAN interface (if applicable), will be disabled without a valid PrimeCare subscription.
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