Service

The OctoGate will never let you down. You do not need any trained security administrators to keep the OctoGate update. OctoGate IT provides qualified technical support for all distributed products and works daily to protect your OctoGate from enemy attacks. The staff in the support department is technically competent and has profound knowledge. For us, this also involves cooperative communication, equal access to all the information, close cooperation with customers and dealers in solving problems, and rapid response to changing needs. For all products purchased from us, we offer you our Update Service or
Managed Service.

The Update Service is mandatory and includes automatic firmware updates of all OctoGate security applications and free support via e-mail. Telephone inquiries will be priced according to the time involved. The Update Service is automatically renewed after the first twelve months and can be cancelled after the first year with a three months' notice.

The Managed Service includes the update service and also includes manufacturer support via free hotline (weekdays from 8:30h – 17:30h) and installation support via remote access, hourly, fully automatic virus updates, filter updates and regular updates of the firmware. This service is automatically renewed after the first twelve months and can be cancelled after the first year with a three months' notice. Unless a Managed Service contract for the central appliance was concluded, the associated branch offices are also covered by the extended service.

Warranty

The standard warranty period for hardware devices is 2 years. We recommend the extension of the warranty period to 3 years. The costs for this correspond to 10% of the regular hardware price. During the warranty period we offer a replacement service within 24 hours. On request, warranty extensions to 4 or 5 years are possible. Within the regular warranty period of two years, you have the option to make use of our trade-in service, to exchange your device with a larger model for the price difference of the regular hardware price, incl. a handling fee.