Cradlepoint Support & Warranty

Built in for Customer Success

 

Cradlepoint’s new, simple, all-inclusive NetCloud Solution Packages include our enterprise-class, comprehensive support to keep your network secure, problem-free, and operationally efficient. Our highly trained and experienced support engineers are on standby to quickly resolve your networking issues with excellent customer service and acumen. Cradlepoint Support provides support resources and expertise to keep your network smoothly running and is available in North America, EMEA, and APAC.

 

Comprehensive support included in NetCloud Solution Packages for Branch, Mobile & IoT:

 

Cradlepoint Branch Network icons
Cradlepoint Mobile Network icons
Cradlepoint IoT Network icons

 

  • 24x7 phone support
    • Weekdays – live support
    • Weekends – emergency only (target response time- maximum 2 hours)
  • Online Customer Connect Portal
    • 24x7 support case management
    • 24x5 chat with Support
    • NetCloud OS upgrades
  • Cradlepoint Website Knowledge Base
    • 24x7 comprehensive online support database
    • Product documentation, release notes, and product usage tips for self-service technical assistance
  • Advanced Exchange: next business (or best available) day replacement
  • Service level targets
  • 3-year hardware warranty from date of purchase of all products sold in NetCloud Solution Packages
  • Limited Lifetime Warranty for all hardware products covered under an active NetCloud Solution Package subscription
 

 


Support Tiers for (separately sold) Routers & Software Services:

 

Included


  • 12x5 portal support (for NCM and NetCloud Gateway only)
  • Knowledge Base access
  • NetCloud OS upgrades
  • Standard warranty with extended warranty options

 

CradleCare Basic


  • 12x5 phone, portal and chat support for Cradlepoint routers, NCM and NetCloud Gateway
  • Knowledge Base access
  • NetCloud OS upgrades
  • Standard warranty with extended warranty options

CradleCare Basic


  • 12x5 phone, portal and chat support for Cradlepoint routers, NCM and NetCloud Gateway
  • Knowledge Base access
  • NetCloud OS upgrades
  • Standard warranty with extended warranty options

CradleCare Basic


  • 12x5 phone, portal and chat support for Cradlepoint routers, NCM and NetCloud Gateway
  • Knowledge Base access
  • NetCloud OS upgrades
  • Standard warranty with extended warranty options

 

 

 

 

CradleCare


  • 24x7 qualified phone support and 12x5 portal/chat support for Cradlepoint routers, NCM and NetCloud Gateway
  • Advanced Exchange: next business (or best available) day replacement
  • Service level targets
  • Knowledge Base access
  • NetCloud OS upgrades
  • Extends router warranty for term of CradleCare license

CradleCare


 

  • 24x7 qualified phone support and 12x5 portal/chat support for Cradlepoint routers, NCM and NetCloud Gateway
  • Advanced Exchange: Next business day* replacement
  • Service level targets
  • Knowledge Base access
  • NetCloud OS upgrades
  • Extends router warranty for term of CradleCare license*

CradleCare


  • 24x7 qualified phone support and 12x5 portal/chat support for Cradlepoint routers, NCM and NetCloud Gateway
  • Advanced Exchange: Next business day* replacement
  • Service level targets
  • Knowledge Base access
  • NetCloud OS upgrades
  • Extends router warranty for term of CradleCare license*

 

 

 

Support Services Tiers for (separately sold) NetCloud Client:

 

Included


  • 12x5 portal support for NetCloud Client on any device (PC, iOS, Android, Mac, Linux)

 

CradleCare


  • 24x7 qualified phone, portal and chat support for Netcloud Client on any device (PC, iOS, Android, Mac, Linux)

 

 

Extended Warranties on (separately sold) Devices:

 

Extended Warranties on Cradlepoint hardware can be purchased in subsequent years, and as a follow-on warranty at the conclusion of the standard warranty period on products sold separately. No gap in coverage is allowed: the new warranty must be in place before the existing warranty expires.

 

  • Hardware repair/replacement — extend standard warranty to 2, 3, or 5 years
  • Pricing based on annual subscription

 

Customer Feedback

"Support was awesome. The engineer was very informative, helpful and extremenly technical. I wish every support call was that easy."

"Support was awesome. The engineer was very informative, helpful and extremenly technical. I wish every support call was that easy."

"Support was awesome. The engineer was very informative, helpful and extremenly technical. I wish every support call was that easy."

 

- Sr. Manager of IT Networking & Telecom Medical Services Company

 

"I was impressed with Cradlepoint's patience, professionalism and knowledge. I wish I received that level of support from other vendors."

"I was impressed with Cradlepoint's patience, professionalism and knowledge. I wish I received that level of support from other vendors."

"I was impressed with Cradlepoint's patience, professionalism and knowledge. I wish I received that level of support from other vendors."

 

- Owner, Secured Controlled Access Company

 

Want to upgrade to a NetCloud Solution Package or have a question about support for your other Cradlepoint products?

 

Additional Resources

 

 

Troubleshoot On My Own

 

Search our Knowledge Base for self help articles for your product.

 

 

 

Visit the Knowledge Base


Already Have CradleCare? Contact Support

 

Chat with SupportChat

 

 

Call +1.855.813.3385Toll free: +1.855.813.3385

 

 


Connect Portal Login

 

Create a Connect Portal account