We're here to help
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.
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.
Basic Support
- support@apcon.com
- Phone number
- +1-503-388-7648
- Availability
- Mon-Fri 8am to 5pm PST
Sales Support
- 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 User Interface 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 User Interface 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.
