Technical Support

ImageStream's Technical Support Center is committed to total customer satisfaction. The Technical Support Center gives your organization the wealth of ImageStream engineering expertise, a wide range of hardware service options, and free software upgrades for the life of your product. Customers have generally been drawn to ImageStream by low prices, but they have stayed with ImageStream for our superlative service.

ImageStream can deploy experienced engineers around the world to provide on-site installation and service to compliment remote support and advance hardware replacement options. Remote technical support is available to assist during hardware installation, and complete management and monitoring solutions are available with our Managed Services Program (MSP).

ImageStream's Technical Support Center provides both remote support and on-site service, augmenting your organization's ability to effectively maintain and operate your ImageStream equipment.

ImageStream's Technical Support Center features:

ImageStream Linux™ router operating system updates on demand any time.
24x7 access to the latest software and documentation using ImageStream's support site.
24x7 access to the most skilled ImageStream network engineers.
Advance parts replacement in as little as four hours.
On-site dispatch of engineers in as little as four hours.
24/7 network monitoring and management with ImageStream's MSP services.

Free Support Services
ImageStream provides free software upgrades for life, access to technical support, and a wide range of paid support services without a support contract. All Industrial Series routers except the Envoy include a 12-month warranty on hardware, and one year of free 24/7 emergency support with unlimited business hours support (9 am to 6 pm EST). The Envoy includes a 12-month warranty on hardware, and 2 hours of free technical support during business hours. These warranty and support services are included in the base price of each router.

Managed Services Program (MSP)
ImageStream's Managed Services Program (MSP) provides 24/7 network monitoring and highest priority service to customers who want ImageStream's most experienced engineers to manage their routers with proactive intervention into network issues even while you sleep. The MSP provides best-in-class fixed-rate router configuration, monitoring, management and technical support including initial and advanced configuration services (ICS and ACS), 24/7 non-emergency technical support, CALEA TTP services for ISP customers, support for most add-on packages, as well as optional support for Asterisk VoIP gateway, BGP4 dynamic routing, and the Snort Intrusion Detection System (IDS).

Extended Service Plan (ESP)
ImageStream offers fixed-rate support and warranty services like the ESP that makes it easy for organizations to budget their annual support costs. The ESP provides two years of additional warranty and technical support. For more information, check out the ESP page.

Support-Only Service Plan (SSP)
ImageStream offers fixed-rate support with the SSP that provides an annual fixed-cost support plan that picks up where the ESP ends. The SSP does not include any warranty on hardware. For more information, refer to the SSP page.

Hourly Support
ImageStream's support team can provide in-depth, advanced support for dynamic routing setups, network design and consulting, telephony integration, and emergency service as needed on an hourly basis.

ImageStream never requires a service contract or charges a high per-incident minimum.

By providing ongoing no-charge software upgrades, ImageStream ensures the continued capabilities, security, and performance of your router. The support tools and knowledge provide your staff with the ability to avoid problems, maximize utility, and expedite problem resolution. When they're stumped, our technical support team provides 24-hour-a-day global support, with an aggressive escalation policy to ensure that your problem gets the appropriate attention from those best-suited to solve it. And in those rare cases when a part needs to be replaced, ImageStream can deliver parts to you in hours, accompanied by a service technician if required.

ImageStream Technical Support Components:

On-site Services
On-site services include remedial parts replacement, installation of mandatory engineering, software and factory changes, and labor for installation. See our On-Site Service page for more details.

Advance Replacement of Hardware Parts
In the event of warranty hardware failure, ImageStream provides a hardware replacement unit delivered within as little as 4 hours of receiving the request (please see Advance Replacement and On-site Services Options for details on available response times).

Technical Support Center
The ImageStream Technical Support Center is available 24 hours a day, 7 days a week and can be contacted via the telephone or electronic mail. It is staffed by network engineers who have experience with the ImageStream product line and all aspects of data communications networking technology.

Hardware installation and software configuration service is included with the purchase of an ImageStream router to aid customers who perform their own installations. Data networking experts can provide up to 1 hour of remote assistance. Technical support specialists configure remote units for maximum performance and test all routing connectivity. Service is available 24 hours a day, 7 days a week. If you would like an engineer to assist you during installation, ImageStream asks that you make an appointment, during normal business hours if at all possible.

ImageStream provides network design and integration services beyond standard installation and configurations. Professional services include network design, circuit provisioning, creating and testing filters, and configuration of dynamic routing (BGP, OSPF, RIP) in your network. Pricing is based on an hourly rate.

Technical Support Center Benefits

24 x 7 access to ImageStream's Technical Support Center for telephone support with critical problem escalation (for advanced paid support issues, or non-critical issues, call during business hours)
Telephone callback within one hour by the Technical Support Center for all hardware problems, from 9:00 a.m. to 5:00 p.m. local time, Monday through Friday, excluding ImageStream-observed holidays. Four hour response time by the Technical SUpport Center during non-business hours and on ImageStream-observed holidays.
Major and maintenance releases of ImageStream router software via automatic update features or manual updates with assistance from Technical Support Center (upon request)
On-site maintenance services with replacement parts (two delivery options are available depending on response time requirements-see below for details)
Advance replacement of hardware (two delivery options are available-see below for details)

Advanced Hardware Replacement Options

Standard - Next Business Day

Provides all of the benefits of the Technical Support Center as shown above
Delivery of replacement hardware by the next business day, provided the request is received before 3:00 PM EST.

Expedited - Same Business Day

Provides all of the benefits of the Factory Service Center as shown above
Delivery of replacement parts via air freight, 24 hours a day, 7 days a week with a 4-hour response time (based on available travel/delivery arrangements)

Expedited - Same Business Day with ImageStream Engineer

Provides all of the benefits of the Factory Service Center as shown above
Delivery of on-site engineer with replacement parts, 24 hours a day, 7 days a week with a 4-hour response time (based on available travel/delivery arrangements)

Expedited Service Details
Warranty Service

Reasonable travel expenses (airline tickets, rental car)
Lodging expenses (maximum of $125/day)
Meal expenses (maximum of $50/day)
Free hardware replacement (if under warranty)
No labor charges for installation of remedial parts, installation of mandatory engineering, software and factory changes

Non-warranty Service

Reasonable travel expenses (airline tickets, rental car)
Lodging expenses (maximum of $125/day)
Meal expenses (maximum of $50/day)
Free hardware replacement (if under warranty)
Hourly rate: $150/hour

* For ImageStream's complete warranty document, please refer to the Legal Notices page for more information.