Extended Service Plan (ESP)

ImageStream offers warranty service and technical support for all ImageStream products. All Industrial Series routers except the Envoy include a 12-month warranty on hardware, and one year of free 24/7 emergency support with unlimited business hours support (9 am to 6 pm EST). The Envoy includes a 12-month warranty on hardware, and 2 hours of free technical support during business hours. ImageStream also provides an exclusive 31-day performance guarantee and free software upgrades for life with all routers. These technical support and warranty services are provided during the specified period without additional cost. See our legal page for details.

For all routers except the Envoy, the Extended Service Plan (ESP) extends the included 12 months of warranty, 24/7 emergency support, and unlimited business hours support through years 2 and 3 of product ownership. The Envoy ESP includes unlimited business hours support for three full years, and like the ESP for other routers, it also extends the warranty on parts and labor through years 2 and 3 of ownership. 24/7 emergency support for the Envoy is only available with a Managed Service Plan (MSP) or paid hourly support.

ESP service plans are only available for sale with the initial router purchase. Many organizations prefer to purchase an Extended Service Plan because advance payment for these services ensures that the cost of technical support and normal repairs will be limited during the plan period. Participation in the ESP program is NOT required to take advantage of the 12-month warranty and first year of technical support that is included with most routers. In addition, participation in the ESP program is never required to get service and support for your product. The ESP and MSP programs recommended for those customers who do not want any delays getting emergency service that may occur when paying for technical support by the hour.

If you do not purchase an Extended Service Plan, and the initial year of included warranty and technical support has expired, technical support is still available under the MSP program or on a pay-as-you-go basis. Extended hardware warranty options are available with the MSP program, and repair services are also available on a pay-as-you-go basis after the initial warranty or ESP warranty has expired. With pay-as-you-go repair services, ImageStream provides standard rates for technical support, replacement parts, and service department labor. ImageStream NEVER requires the purchase of a service plan to access technical support or repair services.

Pricing for each ESP varies depending on the router that will be covered under the plan. Please contact an ImageStream representative or reseller for pricing information.

Important Note: The ESP and the included year of technical support do not provide support for add-on software packages. Some of these add-on packages include the Asterisk VoIP gateway, Squid Web proxy (with or without Netsweeper), Snort IDS, and the Wireshark VoIP analyzer. Add-on packages can introduce a level of complexity and technical support demand that is comparable to operating several different networking products in a single chassis. As new add-on software packages are supported under ImageStream Linux, technical support for these applications will be made available under ImageStream's MSP program or on an hourly basis.

If you have any questions about ImageStream technical support policies, please contact us. Also, refer to the ImageStream support Wiki for an up-to-date list of add-on packages that are not supported under the ESP.