Software DownloadMeinberg Support Services
At Meinberg, we take a simple approach to comprehensive support with a variety of plans to meet your organization's needs. Click on the banners below to learn more about our support service. If you need more information, ask our local sales representatives or the Sales Team at Meinberg.
Meinberg Standard Support Service
The Standard Support Service is included in the product price and offers a variety of services designed to ensure that your Meinberg Synchronization Systems install quickly, configure easily, and operate reliably in your network.
| The Standard Support Service includes: |
|---|
| 3-Year Warranty |
|
Free Lifetime Support via
Telephone Remote Support |
|
Free Lifetime Updates
Firmware update downloads on Meinberg‘s website Security Advisories |
| No Additional Costs |
FREE LIFETIME SUPPORT
If a problem occurs, you can contact Meinberg directly by telephone or e-mail. Highly qualified engineers
who develop and maintain Meinberg products will support you on any product for the lifetime of the system.
Any support inquiries will be answered by our qualified technical support team during the following business hours:
- Monday to Thursday: 8.00 a.m. – 5.00 p.m. (CET/CEST)
- Friday: 8.00 a.m. – 4.00 p.m. (CET/CEST)
- Technical Support: techsupport@meinberg.de
- Service Hotline: + 49 (0) 52 81 / 93 09 888
MEINBERG WARRANTY
Meinberg offers a standard 3-year warranty for all Meinberg products. This standard warranty covers all hardware
and software failures, provided that the operating instructions have been followed by the user.
The warranty applies only to the country to which Meinberg initially shipped the product. If the Meinberg product is to be used in a different country than the country to which the product was originally shipped, this should be declared during the purchase process. Warranty coverage can be transferred or extended to other countries or regions on request.
During the warranty period, Meinberg will ship replacement parts or will repair the product in one of our Meinberg repair centers free of charge. In the latter case, the customer must arrange and pay for the shipment of the faulty device to the nearest repair center. Shipping charges for returning the repaired product to the customer are included in the warranty.
Even after expiry of the warranty, customers can still send their products to Meinberg for repair, in which case Meinberg will estimate the repair costs and send a quote to the customer.
FREE LIFETIME UPDATES
Customers can be informed upon request about any software updates throughout the lifetime of a product. This includes
free downloads of firmware updates and security advisories.
Advanced Customer Support
In addition to the standard technical support available during standard business hours, Meinberg also offers “Advanced Customer Support”, an advanced technical support service that is there when you need it—365 days a year, 24 hours a day.
During the Advanced Customer Support contract period, you have the possibility of creating up to three technical support tickets per device, which will be answered within a guaranteed maximum response time of 4 hours by one of Meinberg's highly trained technical experts.
Contracts for this service are concluded for a period of one year. You can freely decide if you want to use our standard technical support service instead of spending one of your three customer support tickets for non-critical support issues.
| Guaranteed support response within 4 hours Available 365 days a year, 24 hours a day |
|---|
|
Maximum Response Time 4 Hours |
|
Number of Support Tickets per Year, per Device*
3 |
|
Contract Period 1 Year |
|
Available
365 Days a Year 24 Hours a Day |
* According to the terms of the default ACS agreement. An alternative number of support tickets may be agreed.
Volume Agreements
We also offer ACS Volume Agreements. A Standard Volume Agreement includes ten support tickets with a max. response time of four hours. These contracts have a term of one year as standard. The tickets are not bound to any individual system and can be used for multiple Meinberg devices.
Either of these agreement types may be concluded with a different contract period and/or number of support tickets.
RRS: Rapid Replacement Service
The Rapid Replacement Service offers customers the possibility of reserving replacement devices so that devices can be replaced quickly as necessary.
The replacement devices will be of an identical configuration to the product in use and can either be stored on or near the customer's premises, or at one of Meinberg's facilities. You may register multiple devices with identical hardware for one replacement device.
This service includes a maximum of two replacements within a contract period of two years. In the event of a hardware system failure, the Rapid Replacement Service guarantees that a replacement device will be shipped to you on the same day, provided that Meinberg receives your request on business days by 12 p.m. local time (CET/CEST).
| Fast device replacement with a ready-to-use device stored either on-site on the customer's premises or at one of Meinberg's facilities |
|---|
|
Shipping Within 24 Hours * on Business Days |
| Express Delivery |
|
Contract Period 2 Years |
| 2 Replacements per Contract |
| Ability to register multiple devices for rapid replacement |
| On-Site** Storage on customer premises or in warehouse |
* On business days / ** In available countries
Warranty Extension
With the “Warranty Extension” service, Meinberg offers its customers the ability to upgrade the standard Meinberg warranty period of 3 years to a maximum of 10 years (3 years standard, +7 years extension). This is possible for any product manufactured within Meinberg's own production facilities.
| Upgrade the warranty of your device to a maximum of 10 years |
|---|
| Warranty Extension up to 10 years |
| Extendable at any time, during order process or later |
A detailed overview of Meinberg Support Services is also provided here as a printable PDF.
