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How Snom partners can get help

Rarely, but possible, technical malfunctions or failures may occur with the high quality Snom devices. In case of problems with a Snom product, you can contact us within the warranty period*, if you are a Snom partner. If you are not a Snom partner, you can find all information about other help services in our Help-Center.
*Almost all Snom products have a 3-year warranty period.

IMPORTANT NOTICE:

Before submitting a support request, please review the product lifecycle information for our products. If your device is already declared End-of-Life (EOL), unfortunately we can no longer offer support*.

*This of course does not apply to warranty cases in case of hardware defect (see below for details).

More information:

If you would like to review the details from the short video in more detail and written form, please click on the link in our Service Hub.

When am I entitled to which support?

When it comes to support, you have to clearly differentiate between hardware support and technical support:

• Hardware support also exists beyond the EOL date. I.e. if a device is defective, it can be set as RMA ticket via the helpdesk
  • in case of a hardware defect within the warranty, the device will be repaired or replaced
  • in case of hardware defect outside the warranty, repair or replacement is possible for a fee
  • in case of software problem the EOL date applies. If the product is outside the EOL period, there is no longer a claim for software support
     
• Technical support is also only granted until the EOL date. Here we are not talking about defective devices, but about assistance with the installation or integration of Snom hardware into your infrastructure. This will not be covered after the EOL date.