Peplink Polices
Care Plans Terms and Conditions
This Care Plan Terms and Conditions (this “T&C”) outlines the terms and conditions under which Peplink’s Care Plans are offered. By subscribing to any of such Care Plans or otherwise expressing your agreement to the terms contained herein, you, as the Customer (or if you are not the Customer, as a representative/agent authorized to bind the Customer), consent to be bound by the terms and conditions herein. The capitalised terms in this recital shall have the meanings ascribed to them under Clause 1 (Definitions) hereof.
1. Definitions
1.1. “Authorized Partner”
means a distributor or reseller authorized to resell Products in the location where the Customer is based.
1.2. “Care Plan”
means the packages of extended warranty plans and additional features offered by Peplink under this T&C, and may each further be classified into EssentialCare, EssentialCare+, PrimeCare, PrimeCare+, and EnterpriseCare or any other categories that may be introduced by Peplink from time to time.
1.3. “Customer”
means the original and ultimate person or entity that purchases Products or its own use and/or Care Plan subscriptions from Peplink or an Authorized Partner.
1.4. “Force Majeure Event”
means any unforeseen and uncontrollable event or circumstance that prevents Peplink from providing the Support Services, including any natural disasters (such as earthquakes, floods, or hurricanes), wars, terrorism, strikes, pandemics, government actions, and other extraordinary occurrences.
1.5. “PrimeCare Model” or “PrimeCare Device”
means such Product or model classified by Peplink as eligible for purchasing PrimeCare or PrimeCare+.
1.6. “Products”
means hardware manufactured and sold (whether directly or through an Authorized Partner) by Peplink.
1.7. Return Merchandise Authorization (“RMA”)
means an authorization that allows a Customer to return a defective Product, in accordance with our Return Merchandise Authorization (RMA) Policy; “Advance Hardware Replacement” and “Standard RMA” shall have the meanings therein.
1.8. “Support Services”
means the support services provided by Peplink (or its agent)[1] as described in our Support Service Policy; “Standard Support” encompasses unlimited Support Tickets (8×5) support, and “Advanced Support” includes any package of support services that include support made available through emails and/or phone calls, and/or beyond 8×5 but Customers shall refer to description below for the particular offers of different Care Plans.
1.9. “Support Ticket”
refers to the support service provided via Peplink’s Ticketing System (at https://ticket.peplink.com), or a service request submitted by Customers through such a system.
1.10. “Valid Period”
means the valid period of a Care Plan, which, except as provided under Renewal Policy in Clause 9 below, shall start from the date of subscription to the Care Plan.
1.11. "Warranty”
means the standard Peplink’s limited warranty as described under our Standard Hardware/Software Warranty Policy.
1.12. “8×5”
means 8 hours a day, 5 days a week (excluding weekends and public holidays) during regular business hours of our service centres.
1.13. “24×7”
means 24 hours a day, 7 days a week, including weekends and public holidays.
2. Extended Eligibility for Support Service, Warranty and Return Merchandise Authorization (“RMA”)
All Care Plans extend a Product’s eligibility for our Standard Support, Warranty, and Standard RMA by the Valid Period of the Care Plan. Unless otherwise specified, our Support Service Policy, Standard Hardware/Software Warranty Policy, and Return Merchandise Authorization (RMA) Policy shall apply in its entirety during such extended period.
3. EssentialCare
EssentialCare is available to all Customers for 1 year’s or 2 years’ term, and over all Products except PrimeCare Models, antennas, and accessories.
3.1. Support Services
Products under a valid EssentialCare shall be eligible for Standard Support, in accordance with our Support Service Policy.
3.2. RMA
Products under a valid EssentialCare shall be eligible for Standard RMA, in accordance with our Return Merchandise Authorization (RMA) Policy.
3.3. Firmware Upgrades
Products under a valid EssentialCare shall be guaranteed eligibility for firmware upgrades.
3.4. Cloud Management
Products under a valid EssentialCare shall enjoy access to InControl, Peplink’s cloud-based network management platform.
3.5. Software Licenses
Nil. Products under EssentialCare shall purchase software licenses from Peplink or its Authorized Partner separately.
3.6 SpeedFusion Connect Usage
Products under EssentialCare may come with a complimentary SpeedFusion Connect usage allowance and the usage allowance may differ from model to model. Please refer to your particular purchase for more information.
4. EssentialCare+
EssentialCare+ is available to all Customers for 1 year’s, 2 years’, or 4 years’ term, and over all Products except PrimeCare Models, antennas, and accessories.
4.1. Support Services
Products under a valid EssentialCare+ shall be eligible for Advanced Support by way of Support Ticket (24×7), in accordance with our Support Service Policy.
4.2. RMA
In addition to Standard RMA, products under a valid EssentialCare+ shall also be eligible for Advance Hardware Replacement in accordance with our Return Merchandise Authorization (RMA) Policy.
4.3. Firmware Upgrades
Products under a valid EssentialCare+ shall be guaranteed eligibility for firmware upgrades.
4.4. Cloud Management
Products under a valid EssentialCare+ shall enjoy access to InControl, Peplink’s cloud-based network management platform.
4.5. Software Licenses.
Nil. Products under EssentialCare+ shall purchase software licenses from Peplink or its Authorized Partner separately.
4.6. SpeedFusion Connect Usage
Products under EssentialCare+ may come with a complimentary SpeedFusion Connect usage allowance and the usage allowance may differ from model to model. Please refer to your particular purchase for more information.
5. PrimeCare
PrimeCare is available to all Customers for 1 year’s, 2 years’, or 4 years’ term, but over PrimeCare Models only. First-year PrimeCare subscription (or PrimeCare+ subscription, depending on the bundle purchased) is included in purchase of PrimeCare Models, and customers may thereafter pay to continue their PrimeCare or PrimeCare+ subscription. If customers opt not to subscribe to PrimeCare or PrimeCare+ further, the PrimeCare Device will continue to work but without the PrimeCare or PrimeCare+ benefits.
5.1. Support Service
Products under a valid PrimeCare shall be eligible for Standard Support, in accordance with our Support Service Policy.
5.2. RMA
Products under a valid PrimeCare shall be eligible for Standard RMA, in accordance with our Return Merchandise Authorization (RMA) Policy.
5.3. Firmware Upgrades
Products under a valid PrimeCare shall be guaranteed eligibility for firmware upgrades.
5.4. Cloud Management
Products under a valid PrimeCare shall enjoy access to InControl, Peplink’s cloud-based network management platform.
5.5. Software Licenses
Products under a valid PrimeCare shall come with FusionHub and SpeedFusion licenses of equivalent term. Please note, however, that PrimeCare Models cannot purchase these licenses separately.
5.6. SpeedFusion Connect Usage
Products under PrimeCare may come with a complimentary SpeedFusion Connect usage allowance and the usage allowance may differ from model to model. Please refer to your particular purchase for more information.
6. PrimeCare+
PrimeCare+ is available to all Customers for 1 year’s, 2 years’, or 4 years’ term, but over PrimeCare Models only. First-year PrimeCare (or PrimeCare+, depending on the bundle purchased) is included in purchase of PrimeCare devices, and customers may thereafter pay to continue their PrimeCare or PrimeCare+ subscription. If customers opt not to subscribe to PrimeCare further, the PrimeCare device will continue to work but without the PrimeCare or PrimeCare+ benefits.
6.1. Support Services
Products under a valid PrimeCare+ shall be eligible for Advanced Support by way of Support Ticket (24×7), in accordance with our Support Service Policy.
6.2. RMA
In addition to Standard RMA, products under a valid PrimeCare+ shall also be eligible for Advance Hardware Replacement in accordance with our Return Merchandise Authorization (RMA) Policy.
6.3. Firmware Upgrades
Products under a valid PrimeCare+ shall be guaranteed eligibility for firmware upgrades.
6.4. Cloud Management
Products under a valid PrimeCare+ shall enjoy access to InControl, Peplink’s cloud-based network management platform.
6.5. Software Licenses
Products under a valid PrimeCare+ shall come with FusionHub and SpeedFusion licenses of equivalent term. Please note, however, that PrimeCare Models cannot purchase these licenses separately.
6.6. SpeedFusion Connect Usage
Products under PrimeCare+ may come with a complimentary SpeedFusion Connect usage allowance and the usage allowance may differ from model to model. Please refer to your particular purchase for more information.
7. EnterpriseCare
EnterpriseCare is available to selected Customers only, and over all Products (including PrimeCare Models) except antennas and accessories.
7.1. Support Services
Products under a valid EnterpriseCare shall be eligible for Advanced Support by way of Support Ticket (24×7) and Telephone Support (24×7) in accordance with our Support Service Policy. In the meantime, Customers with a valid EnterpriseCare will be assigned a dedicated Technical Account Manager to oversee such Advanced Support being provided to the Customer in ensuring that all technical issues are addressed promptly and efficiently.
7.2. RMA
In addition to Standard RMA, products under a valid EnterpriseCare shall also be eligible for Advance Hardware Replacement in accordance with our Return Merchandise Authorization (RMA) Policy.
7.3. Firmware Upgrades
Products under a valid EnterpriseCare shall be guaranteed eligibility for firmware upgrades.
7.4. Cloud Management
Products under a valid EnterpriseCare shall enjoy access to InControl, Peplink’s cloud-based network management platform.
7.5. Software Licenses
Products under a valid EnterpriseCare shall come with FusionHub and SpeedFusion licenses of equivalent term. Please note, however, that PrimeCare models cannot purchase these licenses separately.
7.6. SpeedFusion Connect Usage
Products under EnterpriseCare come with an unlimited complimentary SpeedFusion Connect usage allowance, at the maximum speed of 400 Mbps[2].
8. Exclusion
Notwithstanding a valid subscription to any of the Care Plans, we shall have no obligation to provide any Support Services, Warranty, or RMA:-
(a). if the Product’s assembly seal has been removed or damaged;
(b). if the serial number on the Product has been altered, defaced, or removed;
(c). if the Product has been altered or modified, except by Peplink;
(d). if the Product is damaged and the damage was caused by use with non-Peplink products or software;
(e). if the Product is damaged and the damage was caused by lightning, power surges, or wrong voltage usage;
(f). if the Product has not been installed, operated, or maintained in accordance with Peplink’s instructions;
(g). if the Product has been subjected to abnormal physical or electrical stress, abuse, misuse, negligence, or accident;
(h). if the Product is supplied or licensed for beta, evaluation, promotional, testing, or demonstration purposes for which Peplink does not charge a purchase price or fee;
(i). during the course of a Force Majeure Event or for issues arising as a result of a Force Majeure Event; or
(j). if, in our view and sole discretion, we decide that our provision of any Support Services, Warranty, or RMA to you runs the risk of violating any applicable law, or any export control regulations or sanctions that we observe.
9. Renewal Policy
9.1.
Customers may renew a Care Plan subscription before or within 30 days following the expiration of the Product’s Warranty or an existing Care Plan, without submitting a diagnostic report. In this case, the Valid Period of the new Care Plan will begin the next date after the expiry date of the said Warranty or the existing Care Plan unless otherwise agreed.
9.2.
If the Product is out of warranty for more than 30 days and there has been no Care Plan coverage or the last valid Care Plan also had expired for more than 30 days, then, before a Customer may purchase a new Care Plan subscription, Customers must submit a diagnostic report generated within the last 14 days through Peplink’s Ticketing System and the diagnostic report must pass Peplink’s verification and acceptance. In this case, the Valid Period of the new Care Plan will begin on the date of purchase of the new Care Plan.
10. Interpretation
We reserve the right of final interpretation of this T&C. Headings and footnotes in this T&C are for convenience only and shall not be deemed to be a part of this agreement or to affect the interpretation of any provision of this agreement.
11. Revision
We reserve the right to change, add to, or delete the terms of this T&C or any part hereof from time to time. Please always refer to our website for the latest version.
For ease of reference, the following table compares different Care Plans that Peplink offers. It shall not form part of the terms and conditions.
| EssentialCare (SVL-) | EssentialCare+ (ECP-) | PrimeCare (PRM-) | PrimeCare+ (PCP-) | EnterpriseCare (ETC-)/(PEC-) | |
|---|---|---|---|---|---|
| InControl Cloud Management | ⬤ | ⬤ | ⬤ | ⬤ | ⬤ |
| InControl Cloud Management | ⬤ | ⬤ | ⬤ | ⬤ | ⬤ |
| RMA | Standard | + Advance Replacement | Standard | + Advance Replacement | + Advance Replacement |
| Firmware Upgrades | ⬤ | ⬤ | ⬤ | ⬤ | ⬤ |
| Technical Support | |||||
| • Support Tickets | Standard (8×5) | Advanced (24×7) | Standard (8×5) | Advanced (24×7) | Advanced (24×7) |
| • Telephone Support | ⨯ | ⨯ | ⨯ | ⨯ | ⬤ (24×7) |
| • Dedicated Technical Account Manager | ⨯ | ⨯ | ⨯ | ⨯ | ⬤ |
| FusionHub License | Licenced Separately | Licenced Separately | ⬤[3] | ⬤[3] | ⬤[3] |
| SpeedFusion License | Licenced Separately | Licenced Separately | ⬤[3] | ⬤[3] | ⬤[3] |
| SpeedFusion Connect & InTouch | ⬤[4] | ⬤[4] | ⬤[4] | ⬤[4] | ⬤ (Unlimited / 400 Mbps) |
| Pre-requisites | |||||
| • Models | All Peplink products (except PrimeCare models, antenna & accessories) | All Peplink products (except PrimeCare models, antenna & accessories) | PrimeCare models [5] (with SKU ending with -PRM) | PrimeCare models [5] (with SKU ending with -PRM) | All Peplink products (except antenna & accessories) |
| • Users | N/A | N/A | N/A | N/A | Selected customer only |
Our Support Services, including ticket, email or telephone support, provide Tier-1 support to triage any issue you are experiencing. If you purchased a Product from one of our Authorized Partners, the primary responsibility to provide assistance remains with the Authorized Partner, so we strongly encourage you to contact that Authorized Partner for assistance or we may direct you to do so on receipt of your request. ↩︎
Peplink cannot guarantee the actual data access speed (upload and download) experienced by the user. Our “SFC Usage Plan & Peplink eSIM Data Plan Terms and Conditions” refers. ↩︎
These features are not available as a separate purchase. ↩︎ ↩︎ ↩︎ ↩︎ ↩︎ ↩︎
Each model comes with a different SpeedFusion Connect usage limit. ↩︎ ↩︎ ↩︎ ↩︎
First-year PrimeCare (or PrimeCare+, depending on the bundle purchased) is included in purchase of PrimeCare devices, and customers may thereafter pay to continue their PrimeCare or PrimeCare+ subscription. If customers opt not to subscribe to PrimeCare or PrimaCare+ further, the PrimeCare device will continue to work but without the PrimeCare or PrimeCare+ benefits. ↩︎ ↩︎