Service
Warranty & Support
Keep your security infrastructure running at peak performance — with the same engineers who implemented it, across every partner in your stack, through one point of contact.
We are the same team that implemented your systems — we already know your topology, your edge cases, and your partner portals, so every support call starts where the last one left off. Coverage spans hardware faults, software issues, license renewals, and proactive maintenance.
SLA coverage tiers
Basic
8×5 business hours
Next business day
- Remote support Mon–Fri
- Email & phone ticketing
- Partner warranty management
- License renewal tracking
Non-critical systems
Standard
8×5 business hours
4-hour response
- Remote support Mon–Fri
- 4-hour response (biz hours)
- Partner warranty management
- Scheduled on-site visits
Business-critical systems
Advanced
24×7 around the clock
4-hour response, any time
- 24×7 remote support
- 4-hour response (any time)
- On-site next business day
- Preventive maintenance
Mission-critical systems
Premium
24×7 + on-site
4-hour on-site response
- 24×7 remote support
- 4-hour on-site response
- Spare parts on-site stock
- Preventive maintenance visits
Zero-downtime environments
All tiers include a single point of contact for all partners, ticket tracking and SLA reporting, and access to iconnet-certified engineers.
What we cover
Hardware
Fault diagnosis, partner RMA coordination, hardware replacement, spare parts on-site (Premium).
Software
Patches, version upgrades, hotfixes, configuration fixes, feature activation, license entitlement.
License renewals
Renewal tracking with reminders 90/30 days ahead, purchase coordination, multi-partner scheduling.
Partner escalation
L3 TAC escalation to the partner — iconnet owns and manages the case end-to-end.
Preventive maintenance
Scheduled health-check visits, log review, patch-status reports, capacity review (Advanced & Premium).
On-site coverage
Bangkok metro same-day; upcountry coordinated dispatch (Standard and above).
One contract. One contact. All partners.
Most organizations run security products from four or more partners, each with its own portal and escalation path. iconnet acts as the integration layer — you log one ticket with us and we coordinate the rest, regardless of how many partner TAC teams are involved.
Incident response
A firewall fails to pass traffic after a firmware update at 11 pm. Our on-call engineer (Advanced/Premium) diagnoses remotely, rolls back, and restores service — closed with root-cause notes.
License-expiry prevention
An endpoint subscription is 45 days from expiry. We send a renewal proposal before the window closes and push the updated key to the console — no coverage gap.
Hardware replacement
A critical appliance reports a failing disk. We initiate the partner RMA, bring a spare on-site (Premium), restore the config, and validate services — typically within four hours.
Talk to a security specialist
Tell us about your environment and goals. Our engineers will help you scope the right solution — no obligation.