Content-Type: text/html; charset=utf-8

Peplink Care and Care+

More than your standard warranty plan 

Scalable Peace of Mind - Peplink Care plans

Peplink goes above and beyond. Discover and explore a Care plan that offers it all – from technical support, hardware service, backup connectivity and software support. All hardware comes with a one-year limited warranty. To extend your coverage, purchase a Care plan that fits you and your deployment needs. 
PrimeCare is a subscription that bundles InControl, Warranty, SpeedFusion license upgrades, and FusionHub Licenses into one subscription.

What’s Included in Care Plans?

Hardware replacement

Hardware Coverage


InControl 2

Software Support

Software Support

SpeedFusion Connect Protect

SpeedFusion Connect Protect

FusionHub License

SpeedFusion + FusionHub License



Technical Support

With a Care plan, your certified partner will provide comprehensive technical support. Each partner is equipped with specialized training, years of expertise, and our backing. They are ready to handle anything your deployment may encounter.

Incontrol Cloud Management
Hardware WarrantyStandard RMA Advance Hardware
Replacement RMA
Standard RMA Advance Hardware
Replacement RM
Firmware Upgrades
Technical SupportSupport Ticket (8×5) Support Ticket (24×7) Support Ticket (8×5) Support Ticket (24×7)
FusionHub Peers
SpeedFusion Bonding
Licenced SeparatelyLicenced Separately
PrimeCare Features
SFC Protect & InTouch
Available forAll Peplink products (except PrimeCare models, antenna & accessories)All Peplink products (except PrimeCare models, antenna & accessories)PrimeCare Models with SKU ending with -PRMPrimeCare Models with SKU ending with -PRM
PSC- (SmartCare)
PTC- (TotalCare)

Frequently Asked Questions about CarePlans

The corresponding Care plan for your device will depend on which series your product belongs to
EssentialCare/Care+ apply to all Peplink products aside from the PrimeCare models. (except antenna & accessories)
PrimeCare/Care+ are available for all Peplink products with the ‘PRM’ suffix in its product code.

The product code of your device can be obtained through the following ways:
Silver label attached to the device (located on the base of your device)
InControl 2
Partner Pavilion

Yes, upgrades from standard Care plans to Care+ plans before expiration are available.
The pricing will depend on the remaining period of your existing plan.

For new hardware purchases or devices with less than one year remaining of standard warranty or existing Care plan:
– If users purchase an additional Care+ plan, they can immediately enjoy the Care+ coverage for the whole plan period.
If the remaining service period is more than one year:
– The user will pay the difference in pricing on a pro-rata basis (via an additional discount on the new purchase). Their care plan will then be switched to Care+ in our system.

Advance Hardware Replacement (AHR) arrangements are valid for Care+ Plans only. This is whereby the approved RMA cases are provided with a replacement unit before peplink receiving the defective unit.
For standard Care Plans, RMA replacement units will only be issued upon receiving the defective unit. AHR arrangements are not applicable.

If you have a faulty device that needs to be replaced, you can submit a ticket via Peplink’s support ticket system.

SmartCare/TotalCare will be replaced by EssentialCare+.
All active SmartCare/TotalCare plans will remain valid. Alongside this, SmartCare/TotalCare covered devices will enjoy the same level of coverage as EssentialCare+ including AHR RMA and 24×7 support, at no additional cost.
For renewals thereafter, please purchase a EssentialCare+ plan.

Remark: if an auto-renewal subscription of SmartCare/TotalCare has been purchased, these will continue to be renewed automatically.

Network functionality and access to WebUI for configuration will remain available. However, other features including InControl 2, FusionHub licenses, SpeedFusion features, and programmable LAN/WAN interface (if applicable), will be disabled without a valid PrimeCare subscription.

Support tickets will be categorised based on priority. Unless your coverage is 24/7 (Care+ plan), your average first response time is best measured in business hours.

For devices with:
Care plans: the first response time will be calculated according to the local time zone’s business hours.
Care+ plans: the first response time will be calculated immediately from when the ticket was submitted.

Given the business hour is Monday to Friday (9am to 5pm): 8 hours x 5 days

Assuming a user who submits a support ticket categorized under ‘High’ priority (<4hr response time) on Monday at 3pm CST. The first response time (FRT) will be calculated based on: 
If the device is covered under a Care+ plan: 
The first response will be before Monday 7pm CST (3pm to 7pm: 4 hours)
If the device is covered under a standard Care plan:
The first response will be before Tuesday 11am CST (Mon 3pm to 5pm: 2 hours, Tue 9am to 11am: 2 hours)

How can we help you today?
We are just a click away ...

© Copyright 2023 ADVANTESCO Limited
    All Rights Reserved