Supporting Our Customers

Calnex provides support for all its products*. This support can often be enhanced with the purchase of a Calnex Support Service (CSS) contract. The benefits of CSS include prioritised support, access to the Calnex Service Desk and hardware and software warranty. More details can be found below.

Product Software

Technology Library

GdotWhat?

Service Desk

FAQs

Support Contact

Customer Support Portal

CSS Overview

The services provided to customers under the Calnex Support Service (CSS) and the terms and conditions applicable to CSS are described in the CSS Agreements available to download below. Purchase of any Calnex product typically includes 1 year of CSS as part of the purchase price. Calnex recommends that you purchase extensions to CSS beyond this initial period, if available, to ensure that you receive prioritised support, your product is kept up to date and continues to be protected under warranty. CSS conditions and options for each product line are detailed in the CSS Brochures below.

CSS Scope

CSS provides different levels of support for different Calnex products. The services provided may be changed at any time. The current services provided under CSS for each Calnex product are detailed below.

Product ModelHardware WarrantySoftware WarrantySoftware UpdateTechnical Support
Paragon-neoParagon
Calnex SNECalnex SNE
Paragon-100GParagon
Paragon-XParagon
Paragon-tParagon
Sentinel**Sentinel
Sentry**Sentry
Tempon/an/aTempo
Rb/GPSn/an/aRb/GPS
NE-ONENE-ONE

 all Sentinel and Sentry products are bundled with lifetime software warranty and software updates.

CSS Services

The services provided under CSS are summarised in the table below. For more detail, please download from the CSS Agreements links below.

Customer Support Agreement

Customer Support Agreement (for NE-ONE)

 Description
Technical SupportCalnex provides technical support for all its products under CSS. In addition, Calnex technical experts will provide guidance on how to best use our product for your application.
Software UpdateCalnex may periodically develop new software releases for its Systems. These new software releases will be provided to the Customer under CSS at no charge (although certain features may be chargeable).
Hardware UpdateCalnex warrants that each hardware product that you purchase is free from defects in materials and workmanship under normal use during the warranty period. During the warranty period, Calnex will repair any such defects free of charge
Software WarrantyCalnex warrants that each software product you purchase (including software associated with a hardware product) is free from critical defects that prevent correct operation of the system according to the published specifications

Contact Information

For NE-ONE products please contact us here.

For all other Calnex products your local representative will be able to help with support. For local representative details go to Partners tab and select your region (country). Alternatively, you can contact us using one of the email addresses below.