Hardware support

If you have purchased a Giganet connectivity service that includes a router, switch, and/or modem, then this hardware is supported by our technical support teams for the duration of your service contract with us. This includes software and hardware support.

Coverage is provided for:

• Juniper SRX3xx, EXxxx with our ELITE, IGNITE or MPLS services
• Zyxel router/modem
• Technicolour router/modem
• Associated SFP modules connected to the above devices

Hardware RMA

By default, all hardware, including hardware for our ELITE/IGNITE leased line services, is provided with a next business day advanced RMA service provided that the support case is raised before 3pm on a working day.

Leased line hardware RMA

Although our underlying ELITE/IGNITE leased line services are provided with 24x7x365 service, with a 5/6 hour fix SLA, this refers to the fibre circuit, logical configuration and our core network, and not a single router if only one has been specified for the service.

For customer that require the most resilient and highly available service, we recommend two routers/devices are configured in a High Availability (HA) mode. Please consult your account manager or our support teams for more information about this.

If two devices are used, then the 5/6 hour fix SLA will apply for all fault conditions.

Ownership of hardware

All equipment provided remains the property of Giganet (M 12 Solutions Limited). Any one off fees linked to the service where the hardware is being used relate to the activation and configuration of the hardware.

Returning hardware at the end of the contract

As the hardware provided for a Giganet service remains the property of Giganet, you are requested to return the hardware to us at the end of your contract.

Our address details are:

M12 Solutions t/a Giganet,
3 The Belfry,
Solent Business Park,
Whiteley,
Fareham. PO15 7FJ

Failure to return hardware and or returned in a poor/unworkable condition

If you damage the hardware during the course of it's operation, or fail to return the hardware to us in a workable condition, then we may charge you for the full retail value of the equipment as a replacement. You are encouraged to return the hardware to us in a safe, secure, resilient and insured manner. If you would prefer Giganet to collect the router at our expense, please contact us to request this.