Products: Support Programs Warranty and Support Programs > Warranty The warranty for Sweet Spot S3 Keys provides 90 days of Service and telephone-based Technical Support, and one year of standard hardware replacement (the repaired hardware or a replacement is shipped after the defective unit is received at the warehouse). > Gold Support The warranty for Sweet Spot S3 Keys provides 90 days of Service and telephone-based Technical Support, and one year of standard hardware replacement (the repaired hardware or a replacement is shipped after the defective unit is received at the warehouse). > Platinum Support Sweet Spot’s premium 24x7 support offering, designed for organization requiring continuous support coverage at the highest possible levels. Customers receive full updates, including new versions of the software. For technical support, customers contact Sweet Spot via a web form or telephone. During business hours they receive immediate access to the first available member of the customer support staff. Outside the business hours they receive an email or telephone reply within 4 hours. Platinum Maintenance includes expedited hardware replacement (replacement hardware is shipped within 48 hours). > Notes All Sweet Spot Products in an organization must be on the same level of support. 2-Year and 3-Year support plans are available only at the time the hardware is purchased. All renewals are for one year at a time. Lapsed support plans can be reinstated, but only by purchasing support retroactive to the time the warranty or previous support plan lapsed. > Additional Support Details Sweet Spot Support is designed to remotely assist you with specific break-fix issues regarding on going maintenance of your Sweet Spot products. The warranty for Sweet Spot S3 Keys provides 90 days of Service and telephone-based Technical Support, and one year of standard hardware replacement (the repaired hardware or a replacement is shipped after the defective unit is received at the warehouse). Technical support is limited to Sweet Spot products with active support contracts. Subscribers who require additional levels of support from our support team may opt to upgrade to Platinum Support, which includes 24 x 7 support. Sweet Spot Support is not designed to walk you through the installation process. If you need comprehensive installation assistance, you may opt for onsite installation services from your local authorized Sweet Spot reseller or through Sweet Spot's Professional Services Organization. For assistance with planning, design, deployments, upgrades, migrations, optimization and application verification to ensure a highly available, scalable and secure infrastructure, please contact Sweet Spot Professional Services for detailed quotes that include a comprehensive Statement of Work (SOW). > Support Hours Sweet Spot support hours are built around your business hours. Our support center is staffed continuously from 24 x 7 x 365. Regardless of where your offices are located throughout the world, Sweet Spot Technical Support is available during your business day. > Response Times Sweet Spot Support targets aggressive response times for all incoming cases. If a technician is not immediately available to help you, a Customer Care Representative will log your call in our case response system and issue you a case number. > Managerial Escalation If at any time you believe that a case is not being handled in accordance with the service levels within your support contract or you wish to comment on the way a particular case is being addressed by a Support Engineer, please feel free to request to speak with a Technical Support Manager.