Customer Support Program

We're always ready to chat about helping you to maximize your network's security, speed, and reliability. If your APCON device happens to need repairs, we have expert technicians on call ready to help you. Whatever you need, we'll make sure your device works the way it should.

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Hi. How can we help?

We offer a range of service and support agreements to help you deploy, optimize, and maintain your APCON products. Contact our support teams to help you with any technical support or ongoing maintenance needs.

Open a support ticket

Basic Support

Email: support@apcon.com
Phone number: +1-503-388-7648
Availability: Mon-Fri 8am to 5pm PST

Sales Support

Email: salesops@apcon.com
Phone number: +1-503-682-4050
Availability: Mon-Fri 8am to 5pm PST

Advanced SupportU.S. Domestic

Phone number: +1-800-571-4793
Availability: 24 x 7 x 365

Advanced SupportInternational

Phone number: +1-503-682-4050, Option 5
Availability: 24 x 7 x 365

Technical Support

Industry-leading Support

When you purchase a support package from APCON, you get access to our world-class support portal, where you can access software, firmware, documentation, and product information for the APCON products you own or operate. You can also create help desk tickets or search our knowledge base for self-service instructions.

Get technical support 24 x 7 x 365
Find firmware and documentation by product
Self-service knowledge base for common questions
Updates and push notifications for software releases
Add accounts for all applicable members of your organization
Create personalized playbooks of relevant documentation and downloads

Support Tiers

All-Inclusive Support

We prioritize your success by offering exceptional technical support and comprehensive licensing options. Our tiered plans are designed to meet diverse business needs, ensuring you're always up and running.

Warranty

Standard with new hardware purchase.

No additional charge
12-month product warranty from the time of purchase
Free depot repair on hardware
Firmware bug fixes only — no new firmware enhancements or features

Basic

Includes Product Warranty and the following additional features.

Technical support | 24-Hour response time via phone or e-mail | Monday through Friday, 8:00 am to 5:00 pm, Pacific Time (excluding holidays and weekends)
IntellaView GUI Platform | single-switch management
Priority advanced replacement/depot repair
Firmware and software upgrades

AdvancedPopular

Includes Basic and the following additional features.

Technical support | 4-Hour response time via phone or e-mail | 24 x 7 x 365
IntellaView GUI Platform | single-switch management
Priority advanced replacement/depot repair
Firmware and software upgrades
All licenses included (subject to hardware constraints): Deduplication, Tunnel Management (initiation and termination), Protocol (Header) Stripping, Packet Slicing, Protocol Slicing, NetFlow generation, Pattern Matching, Traffic Shaping, Session-Aware Slicing, and others*

* Application Filtering and Identification is sold as an ad-hoc annual license and can be purchased separately.

Access the Support Portal

We have an easy-to-use support website for our customers: support.apcon.com. You can begin using the portal right away by creating a new account if you have not already (takes 2 minutes). If you have any questions or concerns, please contact us.

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Of all the vendors we use, APCON is in the top 1% for support and quality — the infrastructure that APCON designs and builds is very, very good.

NEW RELEASE: IntellaView Enterprise | Centralized Software Management System. Learn More