Premium 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.
Annual System Audit
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.
Advanced Replacement
Masterclock will keep reserved spare devices ready to ship the next business day if you need a replacement ASAP.
Unlimited 24x7x365 Technical Support
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.
Priority Equipment Repairs
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.)
Optional Onsite Troubleshooting & Training
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.