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Support Plans

Masterclock  devices are designed for quality and long-term reliability. In addition to our standard technical support, we offer a Premium Support Plan to help you resolve any extraordinary issues you may experience. In addition to our 5-year limited parts and labor warranty, a support plan will ensure your systems stay in sync. We also offer extended warranties beyond 5 years.

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Each year, Masterclock will contact you to ensure your devices are running the latest firmware and keeping your systems synchronized appropriately. If your devices require factory calibration, we will provide loaners to keep you up and running efficiently. We will also cover associated shipping costs.

Features Standard Premium
Phone & Email Support Business Hours 24 x 7 x 365
Firmware/Software Updates Yes Yes
Remote Diagnostics Business Hours* Yes
Annual System Audit Yes Yes
Shipping on All Repairs 1 Year Yes
Priority Factory Repairs   Yes
Loaner Service**   Yes
4-Hour Response Time   Yes
Advanced Replacement (Next Day Shipping)***   Yes
Customized Software Build Support   Yes
On-Site Repairs & Troubleshooting   Optional*

*Optional service provided at an additional fee.**Not available in all regions.***Quantity minimums apply. Inquire for more details.

Masterclock will keep reserved spare devices ready to ship the next business day if you need a replacement ASAP.

You will have access to Masterclock's expert support team 24x7x365 with a guaranteed 4-hour response time. This includes both phone support and remote terminal support via web interface.

Masterclock will service/repair equipment both in and out of warranty. You will receive priority scheduling of repairs and we will cover any related shipping costs. If you need a loaner device** during transit and repair, we will ship you one the next business day to minimize downtime. (Warranty terms and conditions apply.)

For an additional cost, we will dispatch a technician to assist with your Masterclock equipment. This onsite visit can include configuration, troubleshooting, repair, service, validation and/or system training.