EssentialCare

Enjoy peace of mind when you buy EssentialCare for your Peplink hardware.

Every device comes with a one-year limited EssentialCare coverage.

PrimeCare PrimeCare+
InControl Cloud Management
Hardware Warranty

Standard RMA

Advance Hardware Replacement RMA

Standard RMA

Advance Hardware Replacement RMA

Firmware Upgrades
Technical Support

Support Ticket (8×5)

Support Ticket (24×7)

Support Ticket (8×5)

Support Ticket (24×7)

FusionHub Peers | SpeedFusion Bonding | PrimeCare Features

Licenced Separately

Licenced Separately

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-

PrimeCare devices, if applicable

Hardware Coverage

EssentialCare covers your device against manufacturing defects, ensuring peace of mind when you need it most.

Need advanced hardware replacement? Choose EssentialCare+ and we’ll ship you a replacement device before you send us the defective unit to minimize any connectivity downtime.

InControl 2

Peplink’s very own SD-WAN management cloud.  Use it to build and push complex network topologies to devices in minutes. Review the health of your network and remotely make configuration changes as needed, and more.

Software Support

EssentialCare offers 8×5 support, giving you direct access to our support team.

Prefer 24×7 support? Choose EssentialCare+

SpeedFusion Connect Protect

The service that offers connectivity resilience through seamlessly filling in outages with cellular. No more outages and unstable connectivity with SpeedFusion Connect Protect.

InTouch

Remotely manage your devices with Peplink’s zero-touch remote network management solution. Eliminating the need for traditional expensive OOBM or VPN licensing and infrastructure overheads.

Renew Anytime!

Peplink has just made it easier for you to get your devices covered. Pass your diagnostic report and you’re set!

Peplink eStore

Peplink Authorized Reseller

  • 1) Is my device eligible to purchase EssentialCare/+?

    Whether or not EssentialCare/+ is the right plan for your device, will depend on which series your product belongs to:

     

    • EssentialCare / EssentialCare+ is applicable to all Peplink products aside from our PrimeCare models. (except antenna & accessories)

     

    Alternatively, you can visit our Peplink eStore, where you can search by Serial #, SKU, Product Name, or Keyword(s). Once searched, the available corresponding Care plans will then be displayed (as below).

     

    2) Is a diagnostic report required when purchasing an EssentialCare/+ plan?

    • If your existing EssentialCare/+Plan is within the coverage/grace period:
      – No diagnostic report is required
    • If your existing EssentialCare/+Plan is beyond the coverage/grace period:
      – The device is required to pass the Instant Check via eStore to process the order.
      – If the Instant Check is failed, then, a diagnostic report is required. More information on how to obtain a diagnostic report for your device can be found: Here

     

    3) I previously purchased SmartCare/TotalCare for my device. Is this still available?

    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.

     

    4) Can I upgrade my current EssentialCare plan to EssentialCare+? If so, how will you handle the difference in pricing?

    Upgrades to your plan from EssentialCare to EssentialCare+ are available. The pricing will depend on the remaining period of your existing plan.

     

    • Less than 1 year remaining of standard warranty or existing Care plan:
      – If the user purchases an additional Care+ plan, they can immediately enjoy the Care+ coverage for the whole plan period.
    • The remaining years of service is more than 1 year:
      – The user will pay the difference in pricing on a pro-rata basis (via additional discount on the new purchase).

     

    5) With the introduction of Care+ Plans. Are there any changes to the Advance Hardware Replacements (AHR) arrangement?

    Advance Hardware Replacement (AHR) arrangements are valid for Care+ Plans only. This is whereby, the approved RMA cases are provided with a replacement unit prior to us 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.