AirLink® Support

Sierra Wireless delivers best-in-class AirLink Support packages that provide a complete portfolio of extended service options to help organizations optimize the performance of their AirLink devices, connected mobile assets and mission critical applications.

AirLink® Preferred Support

Our highest-value offering, AirLink Preferred Support, is developed for customers with large enterprise or mobile networks, and many mission-critical applications that need the maximum level of support available. Combining responsive customer support with cloud-based network management tools, extended hardware support and on-going enterprise network support, AirLink Preferred Support is our most comprehensive offering delivered by Sierra Wireless’s experts.

AirLink® Classic Support

AirLink Classic Support delivers the same high-level of customer support and access to the same network management tools as AirLink Preferred Support, but is designed for organizations that have smaller, less complex environments, or don’t require 24/7 access or extended hardware support. Delivered by the same team of Sierra Wireless experts, AirLink Classic Support offers exceptional value.

Service Level
Preferred Classic
Technical support by phone or on-line (6 a.m. to 5 p.m. PT)
Service Level Targets
Emergency Support – 24/7/365 -
Named Support Engineer (Deployments of 100 devices or more) -
Network Management
Preferred Classic
AirLink Network Management included (ALMS or AMM)
Enterprise Network Support
Preferred Classic
Access to Tier 3 Network Operator Support* -
Managed Software Updates (On demand, major releases only) -
Extended Hardware Support**
Preferred Classic
Accelerated Hardware Replacement -
Two-way shipping for all RMAs*** -
Extended Hardware Warranty (Maximum 5 years from purchase) -

*With participating network operators
**Extended Hardware Support is only available on products that have not reached a formal End of Life
***Except on no fault-found hardware

AirLink Out-of-Box Coverage

In addition to our AirLink Support packages, all AirLink wireless routers or gateways come with the industry’s best Out-of-the-Box coverage, which includes:
  • Three (3) year hardware warranty (AirLink Warranty Card)
  • Free firmware updates for the life of the device, available on release
  • Free access to the Source for all technical documentation and software downloads
  • Tier 1 technical support from Authorized Sierra Wireless Resellers
  • Accelerated Replacement Program (ARP) for hardware purchased through participating Resellers
  • Free 30 day trial of our Advanced Network Management tools 
How to Buy

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