1) Support requests can be made 24×7 in German and English via our ticket system by e-mail to support@neox-networks.com or by telephone Monday to Friday between 09:00 and 17:00 (local time), except on German public holidays, on +49 6103 37 666 80.
2) Only for PacketLion and PacketTiger
3) Repair or replacement of the product in the event of a failure as soon as possible after sending in the unit.
4) Advance replacement of the unit in the event of a failure on the next working day, taking into account national holidays and holidays in the customer‘s region. If the failure is reported and a hardware defect is detected by 13:00, we will generally send a replacement unit on the same working day (otherwise on the next working day), which is usually delivered on the next working day in large parts of Europe by our shipping service provider DHL Express. NEOX NETWORKS GmbH has no influence on the time of delivery once the shipment has been handed over to the service provider.
5) For the best possible service and an immediate reaction, the incident must be reported by telephone!
6) On-site replacement of the device in the event of a failure within 24 hours (also on Sundays and German public holidays) by a trained employee of NEOX NETWORKS GmbH. This service is limited to the D-A-CH region, France and the Benelux countries.