Portmasters.com Warranty Options

The Hardware Warranty for new Portmaster products is one year for hardware, including resident system software, beginning upon installation of product or three months from the original ship date, whichever comes first. The warranty for refurbished Portmaster Systems products is 90 days.

The Hardware Warranty includes remote telephone support between 9AM and 6PM CST, Monday through Friday (excluding holidays). Advance replacement of parts for hardware failures is also included for the first 30 days of the standard warranty, with next business day delivery available, provided the request for advanced replacement is received prior to 3PM CST. Customer installable software maintenance fixes are provided for current release levels and one level back.

Warranty Plus service enables customers to access technical support around-the-clock, 365 days per year. Warranty Plus customers receive priority response commitments with a 4-hour trouble resolution objective for urgent service requests. In addition, next day advanced replacement of parts is available seven days a week, 365 days per year.

Type of Offer: Hardware Warranty Warranty Plus
Geographic Area North America North America
Toll Free Access 800-324-8594 9-6 PM CST, M-F, exc. Holidays 365 days per year (24 x 7)
Response Objective 15 min - Urgent 15 min - Urgent
Trouble Resolution Objective* Best Effort 4 hours - Urgent, 24 hours - Non Urgent
Performance Metric Objective N/A 90%
Email Support M-F,
except Holidays		 24 hour Response 24 hour Response
Spare Parts Advanced Replacement Advanced Replacement
Access to Web Tech Notes Included Included
H/W & S/W Fixes** Included Included
Upgrades** Included Included
Cost of Service No Charge Annual Fee
Out of Hours Current hourly rate Included
Parts Repair Included Included
Notes: 1st Year Only Discounted for warranty period
*Resolution of problem within Portmaster  solution or recommending a plan of action to clear problem (BUG, external vendor, telco, etc.)

**Customer installable

For questions, email: support@portmasters.com