Peplink Polices

This Support Service Policy (this “Policy”) outlines the terms and conditions of our Support Services for Products purchased either directly from us or through an Authorized Partner. By purchasing the Products 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 this Policy.

The capitalised terms in this recital shall have the meanings ascribed to them under Section 1 (Definitions) hereof.

1. Definitions

(a). “Authorized Partners” means a distributor or reseller authorized to resell Products in the location where the Customer is based.

(b). “Care Plan” means the packages of extended warranty plans and additional features offered by Peplink under the Care Plan Terms and Conditions.

(c). “Customer(s)” means the original and ultimate person or entity that purchases Products from Peplink or an Authorized Partners for its own use.

(d). “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, or other extraordinary occurrences.

(e). “Product(s)” means hardware manufactured and sold (whether directly or through an Authorized Partner) by Peplink.

(f). “Support Services” means the support services provided by Peplink (or its agent) in accordance with this Policy.

(g). “Support Ticket(s)” 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.

(h). “Telephone Support” refers to the support service provided by Peplink (or its agent) through telephone calls.

(i). “Warranty” means the standard Peplink’s limited warranty as described under our Standard Hardware/Software Warranty Policy.

(j). “8×5” means 8 hours a day, 5 days a week (excluding weekends and public holidays) during regular business hours of our service centres.

2. Eligibility

Our Support Services are only available for Products covered by a valid Warranty or Care Plan, and provide Tier-1 support to triage any issue you are experiencing. However, if you purchased a Product from one of our Authorized Partners, the primary responsibility to provide assistance lies 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.

3. Scope of Support Services

Our Support Services include technical assistance to diagnose and identify software and hardware not performing to documented specifications, and general assistance regarding use and implementation on a limited basis, such as enquiries of network settings or configuration related to our software and hardware. Our Support Services, however, do not include step-by-step installation, configuration guidance, or deployment consultations.

4. Exclusion

Notwithstanding anything to the contrary, we shall have no obligation to provide Support Services:-

(a). where the Customer fails to fulfill its payment obligations to us or any of our affiliates (if any);

(b). for Products excluded from Warranty or Care Plan coverage pursuant to our Standard Hardware/Software Warranty Policy or Care Plan Terms and Conditions;

(c). during the course of a Force Majeure Event or for issues arising as a result of a Force Majeure Event; or

(d). if, in our view and sole discretion, we decide that our provision of any Support Services to you runs the risk of violating any applicable law, or any export control regulations or sanctions that we observe.

5. Support Period

The service period for a Product under a valid Warranty is for the valid period of the Warranty, which shall typically be twelve (12) months from the time of shipment of the Product to the customer or the date when the Product was purchased (according to sales registration), whichever is later. The service period for a Product under a valid Care Plan is for the valid period of the Care Plan.

6. Mode of Support

Products under a valid Warranty and any of the Care Plans shall enjoy standard support, which includes unlimited Support Tickets (8×5) support. Depending on the underlying Care Plan qualifying for the Support Services (if any), advanced support may be available through Telephone Support and/or beyond 8×5 support. Please refer to our Care Plan Terms and Conditions for more information.

7. Service Level Objectives (“SLOs”)

We endeavor to meet the SLOs set out in the table below. Our fulfilment of these SLOs may, however, be impeded by factors including, but not limited to, Force Majeure Events, third-party service interruptions, volume of support requests, scheduled or unscheduled maintenance, delays on part of the Customer, and inaccurate or insufficient information provided.

Priority	Initial Response (Enterprise Care: telephone & ticket support)	Initial Response (All other Care Plans: ticket support only)	Closure
Urgent | Major functionality breakdown that renders the service unusable	< 1 hour	< 1 hour	< 12 hours
High | Critical issue that impacts the existing service	< 1 hour	< 4 hours	< 1 business day
Normal | Minor service-affecting issue	< 1 hour	< 12 hours	< 1 week
Low | Non-service-affecting	< 1 hour	< 48 hours	< 3 months (or as agreed)

8. Customer’s Obligations

(a). Customers must always provide accurate and sufficient information to our support team. This may include issues experienced and particulars of your enquiry, current firmware version, model number and serial number of the hardware or software, as well as your contact details. To save time for troubleshooting, we encourage you to also include a diagnostic report, which can be exported by following these instructions.

(b). Depending on the issue experienced, Customers may be required to permit and allow our access to their computer systems (including software and network systems) for troubleshooting or resolution. Customers may decline such requests, but this may result in limitations on the support that we can provide.

9. Interpretation

We reserve the right of final interpretation of this Policy. Headings in this Policy 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.

10. Revision

We reserve the right to change, add to, or delete the terms of this Policy or any part hereof from time to time. Please always refer to our website for the latest version.