Support
M-Care+ features flexible spare parts and on-site services tailored to customer’s requirements. With global service teams, we’re committed to providing efficient, professional support for continuous and stable operation.
For service request, you can File a Case at our portal, or call our Service Hotline: +1(855)-702-0551
*M-Care+ is offered on a subscription basis and provided at purchase time.
Device Maintenance Service
- 9x5x14CD Silver Service
- 9x5xNBD Standard AHR Service*
- 24x7x4 Gold AHR Service*
- 9x5xNBD Standard Onsite Service
- 24x7x4 Gold Onsite Service
System Integration Service
- Hardware Installation Service
- Software & Network Configuration Service
Professional Service
- Critical moment Onsite Support
- Man-day/Man-hour Service
Device Maintenance Service
Customers can take advantage of our advanced hardware replacement service after Micas confirms a hardware failure. Customers return the faulty hardware within 15 days to Micas’ designated receiving point, with logistics costs covered by Micas.
The replacement hardware is either the same model or another model of the same grade. If the original model is discontinued or unavailable, Micas offers alternative models or boards of equivalent grade. The hardware provided by Micas becomes the customer’s property, while the faulty hardware belongs to Micas. In special circumstances where the customer cannot return the faulty hardware, they purchase the corresponding replacement hardware separately.
(Customers are responsible for loss or damage during shipment. Failure to return the hardware within 15 days results in a purchase at catalog price. After the expiration date, Micas downgrades the service to hardware replacement, sending available hardware upon receiving the faulty hardware from the customer.)
| Service Item | Basic Warranty Service | Silver Service | Gold Service | Platinum Service | ||
| 9x5x30CD-A | 9x5x14CD | 9x5xNBD | 24x7x4 | |||
| RFR | AHR | AHR | Onsite | AHR | Onsite | |
| Remote Technical Assistance | 9*5 US local time (Business Day) | 24*7 | 24*7 | 24*7 | 24*7 | 24*7 |
| Online Case Management | YES | YES | YES | YES | YES | YES |
| Online ticketing tool & hotline | Online ticketing tool & hotline | Online ticketing tool & hotline | Online ticketing tool & hotline | Online ticketing tool & hotline | Online ticketing tool & hotline | |
| DiagnoseResponse Time | 24-48H | 24H | 24H | 24H | 4H | 4H |
| Software Update | YES | YES | YES | YES | YES | YES |
| During the warranty period | During the warranty period | During the warranty period | During the warranty period | During the warranty period | During the warranty period | |
| *self-help service; Only for the host version of software. | *self-help service; Only for the host version of software. | *self-help service; Only for the host version of software. | *self-help service; Only for the host version of software. | *self-help service; Only for the host version of software. | *self-help service; Only for the host version of software. | |
| Online Self-help Support | Website, Mon. to Sun., 24/7 | Website, Mon. to Sun., 24/7 | Website, Mon. to Sun., 24/7 | Website, Mon. to Sun., 24/7 | Website, Mon. to Sun., 24/7 | Website, Mon. to Sun., 24/7 |
| Advance Replacement of Hardware | NO | YES | YES | YES | YES | YES |
| RMA level | Return for Repair (9x5x30CD) | within 14 days | Next Business Day | Next Business Day | 4-Hours | 4-Hours |
| RMA Installation | Self | Self | Self | Micas Tech | Self | Micas Tech |
*Onsite Support
If product issue requests cannot be effectively resolved through remote technical support, Micas will determine the need for on-site manual service support. In these cases, Micas dispatches qualified technical support engineers to the customer’s site within the service level agreement time frame. Our engineers assist in analyzing and diagnosing on-site failures, developing a failback plan, and providing comprehensive troubleshooting assistance.
Please get in touch with Micas’ support team for more information.
Technical Service Hotline: +1(855)-702-0551