Opengear Technical Support Services
Self-Service Assistance
All Opengear customers have access to a range of self-help 24/7 tools at no additional charge, including:
CALL TECHNICAL SUPPORT
North America: +1 (855) 671-1337
Rest of world: +1 (385) 213-6067
Technical Support
For customers with registered, in-warranty Opengear products, our basic support provides access to experts as needed for technical issue resolution that is demonstrable in the currently supported release(s), during business hours, Monday through Friday, excluding holidays.
Premium Technical Support
Opengear goes above and beyond with Premium Technical Support, providing round-the-clock assistance from our experts via phone or email for remote diagnosis, troubleshooting, configuration changes, and issue resolution. This service comes with Service Level Agreements (SLAs) and is available for Opengear products under warranty and for Lighthouse solutions with an active subscription. Find out more about Premium Technical support here.
Premium Technical Support provides Opengear’s expertise 24/7
Benefits
- Peace of mind: Access specialized technical expertise when you need it.
- Improved productivity: Focus more on priority projects , less on network issues.
- Better operational efficiencies: Leverage Opengear’s out-of-band expertise and best practices to avoid learning another device or CLI.
Service Components
- 24/7 access to specialized live technical experts via email or phone for remote diagnosis, troubleshooting, configuration changes,
usage, best practices, and priority issue resolution
- Designated technical support lead for accounts with more than 500 Opengear appliances under Premium Technical Support contract
- SLAs for hardware and software
We’ve revamped our customer portal to portal.opengear.com for a smoother and enhanced experience. Here are the key updates:
- New Portal URL: We’ve migrated to portal.opengear.com. If you were on “my.opengear.com,” no worries – you’ve been seamlessly transitioned.
- Password Reset: Existing users from “my.opengear.com,” please set a new password here. Visit our knowledge base for detailed instructions.
- New Users: If you don’t have a “my.opengear.com” account, please register at portal.opengear.com.
- Case Management: Access previous cases here. New cases should be initiated on the upgraded portal for active monitoring.
Coming Soon: New Opengear Support Packages
We’re enhancing our customer support to provide greater value, protection, and predictability. Starting later this month, all new Opengear appliances will include 5 years of built-in hardware coverage, plus a choice of SLA-backed support tiers to match your business needs.
Foundation Support
For standard business-hour needs
- 8×5 regional live support (APAC, Americas, EMEA)
- Support channels: Phone, Email, Portal
- Advanced hardware replacement – replacement ships before return
- SLA-backed response times (95% target)
- Access to knowledge base and ongoing firmware/software updates
Premium Support
For mission-critical environments
- 24x7x365 global support
- Priority escalation to Tier 2/Tier 3 engineers
- Advanced hardware replacement – priority next business day shipping
- SLA-backed response times (99% target)
- Includes 60 hours/year of Professional Services for deployments of 1,000+ nodes:
- Configuration, remote installation
- Firmware/software upgrades
- Automation scripting
- Custom consulting/playbooks
Key Benefits
✓ 5-Year standard hardware warranty — included with every new device
✓ Required support package for all new purchases (1-, 3-, or 5-year terms)
✓ Predictable TCO — align warranties, Lighthouse subscriptions, and support renewals
✓ Simplified quoting and ordering — fewer SKUs, clear support model
Have Questions?
Contact our team at sales@opengear.com or visit www.opengear.com for more details.