WildPackets Maintenance and Support Programs provide product maintenance owners with:
When you purchase WildPackets software, you receive a 90-day warranty with your purchase. You may also choose to purchase a twelve or twenty-four month maintenance and support term for your software license(s), or make a request to purchase maintenance for longer periods of time. Maintenance and Support purchases must be made at the time of software license purchase to avoid extra fees.
WildPackets’ 90-day software warranty provides assurance that the software will meet its functional specifications for a period of 90 days from the date of your purchase. If any issue with functionality arises, the registered product owner reports the anomaly to our Technical Support Group via our on-line support form available at www.wildpackets.com/support/contact. Issues reported through our web-based form are responded to within 24 hours during our normal Technical Support hours of 5 a.m. to 5 p.m. PST Monday through Friday.
When you purchase WildPackets software products, you have the option of also purchasing a maintenance and support agreement for those products. Maintenance and support agreement terms are for twelve or twenty-four months, typically, though longer terms are available upon request. If you wish to have your product maintained, a maintenance and support agreement must be purchased at the same time as your software license(s).
Your purchase of Standard Software Maintenance and Support includes the following benefits:
Maintenance pricing is a percentage of the SRP of the product for which maintenance is being purchased for the first twelve months, typically around 20%. Maintenance will always be quoted as a percentage of SRP rather than of net, or purchase, price. Purchasing twenty-four months of maintenance and support is a better option from a pricing standpoint, if you would like the longer term coverage. Pricing for maintenance terms beyond twenty-four months will be provided upon request.
You may renew maintenance if your maintenance contract has lapsed for less than 90-days by paying an expired maintenance fee equal to 25% of maintenance list price in addition to a new maintenance contract. Lapsed maintenance agreements begin on the date of order. For contracts that have been expired for 90+ days a software update and a new maintenance contract must be purchased. Details on software updates are available below.
Software maintenance contracts for eligible products may be renewed via your personalized MyPeek account. MyPeek accounts are created when you purchase any licensed software product with maintenance from WildPackets. Your MyPeek account will reflect all of your software purchases and maintenance contract dates, and provide access to a product update or upgrade as it is made available or as maintenance is purchased.
Software updates are available with standard maintenance agreements. Customers without maintenance may purchase software updates for 40% of the SRP of the software. New maintenance agreements may then be purchased for the updated software.
In the case of a product failure or suspected failure, you will interact directly with WildPackets Support staff to troubleshoot the issue and, if necessary, receive an RMA to have the device sent to the manufacturer for repair or replacement. Once the hardware is received, it will be thoroughly tested to make sure the problem can be recreated, and the unit will be repaired or replaced. The turnaround time will be dependent upon the manufacturer’s schedule, but we will monitor the progress of return closely and provide a complete report of all warranty and repair procedures to you. The Standard Hardware Maintenance and Support Option specify that the end user pays for the initial shipment, and WildPackets pays for the return.
Direct telephone and email access to senior-level analysts for expedited troubleshooting of hardware issues. On-Site dispatch of service technician and/or warranty parts to Customer’s business location for repairs and resolution necessary due to a defect in materials or workmanship on the Supported System.
Support Requests: Customer may submit the issue and a service request by contacting WildPackets technical support at http://www.wildpackets.com/support/contact.
Assist with phone/email-based Troubleshooting
The On-Site Support includes 24x 7 next day response with repair if parts are available. If parts are not available, the repair will take place the day after the parts arrive at the Customer location.
A service technician will be dispatched to the business location of the affected system. Customer will be contacted in advance to schedule the onsite visit.
On-site Response Time Restrictions/Special Terms
With Next Business Day On-Site Response Service following phone-based/Email troubleshooting, a technician can usually be dispatched to arrive onsite the next business day.
Following completion of remote troubleshooting and problem determination, the analyst will determine if the issue requires an on-site service technician and/or parts to be dispatched or if the issue can be resolved remotely over the phone.
Missed Service Visit:
If Customer or Customer’s authorized representative is not at the location when the service technician arrives, the service technician cannot service the Supported System. The service technician will leave and customer will be notified and the next appointment will be scheduled. If this occurs, Customer may be charged an additional fee for a follow-up service call.
Contact firstname.lastname@example.org , call (925) 937-3200 or contact your sales representative for more details and pricing.
MyPeek is a customized account designed to increase your experience with WildPackets. Through MyPeek, customers with current maintenance can download the latest version of the software they have purchased, take advantage of the advanced virus filters WildPackets Engineers create, download free and learn about upcoming releases and new products we are offering.
Product updates may be purchased without a maintenance contract for 40% of the product SRP.
When you purchase WildPackets software products with maintenance, you are given a personal, customized “MyPeek” account that houses links to the software you have purchased, free utility software, our maintenance newsletters, links to our CIO’s blog, and more. Access to your MyPeek account expires when your maintenance term ends, so unless you are current with maintenance, you cannot update or upgrade your existing software purchase. Please contact email@example.com to renew maintenance and download the latest version.
The activation process will protect your software licensing rights while assisting WildPackets in its efforts to protect its intellectual property. WildPackets also has been required by its international channel partner representatives to provide a strong copy protection system, since they cannot invest in products that do not provide anti-piracy measures. In our efforts to address these realities, we believe we have implemented a user-friendly system that will prevent casual piracy and will be next to invisible to legitimate users.
Your maintenance entitles you to 2 activations or installations of the product and our SLA states that one installation is for back-up, the second is for use. If you have special circumstances for installing software please contact your sales rep or email firstname.lastname@example.org to discuss alternatives.
Typically this is a serial number validation issue. From the MyPeek (https://mypeek.wildpackets.com) home page click on “validate your product serial number” and enter your registered email address and serial number. This will enter it into the MyPeek system.
Of course you can! If your maintenance has been expired for less than 90-days you may purchase a new maintenance contract by paying a lapsed maintenance fee equal to 25% of the SRP of maintenance for the product you are renewing. The new maintenance agreement will begin on the date of order.
Customers without maintenance or that have been expired longer than 90-days may purchase software updates for 40% of the SRP of the software. New maintenance agreements may then be purchased for the updated software.
Software renewals are set at approximately 20% of the original SRP of the product for which maintenance is being purchased. If your maintenance is current you may refer to your MyPeek account for renewal pricing options. If maintenance is expired, or if you’d like to go over alternative options please email email@example.com or call 925-937-3200.
WildPackets offers special migration pricing for owners of competing products. Please contact your sales rep or email firstname.lastname@example.org for pricing information.
You can transfer up to 12-months of the existing maintenance contract by paying the differential in maintenance price across the two products. Additional months will be forfeited upon upgrading. The original license, while you will always own it, will be made 'inactive' from WildPackets’ point of view and therefore will not be eligible for future upgrades or support programs.
Of course! WildPackets software licenses are perpetual and once you buy it, you own it. You may use the product as long as you like.
Yes! All WildPackets requires is new end user information including name, phone number, email and physical location. In the case that you are transferring the license to another company or organization we would prefer to have the request in writing on company letterhead indicating transfer of ownership.
You may purchase maintenance which will give you the ability to download the latest version of WildPackets software.