Cradlepoint Support & Warranty

Built in for Customer Success

 

Cradlepoint’s 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 Cradlepoint Connect customer community
    • 24x7 support case management
    • 24x5 chat with Support
    • NetCloud OS upgrades
  • Cradlepoint Search
    • 24x7 comprehensive online support Knowledge Base database
    • Forum discussions, product documentation, release notes, and articles 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 NetCloud Manager & NetCloud Gateway only)
  •     Knowledge Base access
  •     NetCloud OS upgrades
  •     Standard warranty with extended warranty options

 

Support Services Tiers for (separately sold) NetCloud Client:

Included:

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

"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?