The maintenance contract includes the hardware warranty, the software warranty, on-going maintenance, technical support, automatic downloading of patches. It applies to a product or a set of products identified by their serial No.
All UCOPIA products include at least 3 years' maintenance. After 3 years, it is possible to extend the contract annually without a hardware warranty or even choose the replacement offer.

Hardware warranty

As soon as a hardware fault is confirmed by technical support, UCOPIA activates the hardware warranty service that ensures you will have a solution within 24 working hours. UCOPIA the completes the planned technical replacement – ETA (equivalent equipment is sent by UCOPIA and the faulty controller is returned by the client for repair).

Software updates

The UCOPIA controllers are delivered with the software included. This software is constantly being upgraded and enhanced by the UCOPIA R&D teams. These updates include bug fixes, enhancements relating to security and minor and major changes in function. These updates are available on the UCOPIA Partner extranet to download, using the password supplied by UCOPIA. They are also accessible via the system for managing the pool of equipment described below. These updates include the provision of a X509 certificate issued by a certificate authority.
The absence of a valid certificate triggers warnings on the end user's workstation about the security risk, which undermines the quality of the Internet access service being provided.

Technical support

UCOPIA provides its partners with a technical support service including a telephone hotline and a remote maintenance service. This service is reserved for partners that have obtained UCOPIA technical certification and for products covered by a currently valid maintenance contract. Technical support is open on working days during office hours (9am-12:30pm;  2pm-6pm).